Research Commons
      • Browse 
        • Communities & Collections
        • Titles
        • Authors
        • By Issue Date
        • Subjects
        • Types
        • Series
      • Help 
        • About
        • Collection Policy
        • OA Mandate Guidelines
        • Guidelines FAQ
        • Contact Us
      • My Account 
        • Sign In
        • Register
      View Item 
      •   Research Commons
      • University of Waikato Research
      • Management
      • Management Papers
      • View Item
      •   Research Commons
      • University of Waikato Research
      • Management
      • Management Papers
      • View Item
      JavaScript is disabled for your browser. Some features of this site may not work without it.

      ISO 9000 maintenance in service organisations: tales from two companies

      Wahid, Roslina Ab; Corner, James; Tan, Peck Leong
      DOI
       10.1108/02656711111150823
      Link
       www.emeraldinsight.com
      Find in your library  
      Citation
      Export citation
      Wahid, R.A., Corner, J. & Tan, P. L. (2011). ISO 9000 maintenance in service organisations: tales from two companies. International Journal of Quality & Reliability Management, 28(7), 735-757.
      Permanent Research Commons link: https://hdl.handle.net/10289/5679
      Abstract
      Purpose – This paper aims to investigate and to highlight the way the quality system is being managed and the outcomes in terms of changes and improvements obtained by the two companies as a result of its maintenance approach. By studying how ISO 9000 is being maintained in the service organisations, it provides useful insights into the unique ways quality systems are managed and the aspects that are important to successful and effective maintenance of ISO 9000 quality system.

      Design/methodology/approach – A case study approach as described by Eisenhardt and Yin, is used for this study. A total of 30 face-to-face interviews were conducted over a period of 13 weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the organisation. To support the findings of the interviews, 300 questionnaires were distributed to employees of both companies. ISO 9000 and quality documents were also reviewed as part of the data gathering process for the study.

      Findings – Based on the interview results, there are similarities and differences in how the two case companies maintain their ISO 9000 in terms of how they view and manage the aspects that are closely associated with ISO 9000 maintenance. It was found that the company with higher top management commitment and better internal communication has better-motivated employees. Regardless of the length of time being certified to ISO 9000, the firm which incorporates a higher level of human resource aspects such as reward, recognition and empowerment into its quality system experiences higher employee enthusiasm and commitment to the maintenance of the quality system which resulted in better employee participation and involvement compared to the one that did not.

      Originality/value – This paper makes a contribution to the body of knowledge in the field of quality management systems during the maintenance phase where such work is still limited, especially in the service sector.
      Date
      2011
      Type
      Journal Article
      Publisher
      Emerald
      Collections
      • Management Papers [1125]
      Show full item record  

      Usage

       
       
       

      Usage Statistics

      For this itemFor all of Research Commons

      The University of Waikato - Te Whare Wānanga o WaikatoFeedback and RequestsCopyright and Legal Statement