Successful ISO 9000 implementation in Taiwan: How can we achieve it, and what does it mean?

International Journal of Productivity and Performance Management

Volumn 57, Issue 8, 2008, Pages 600-622

  Lin, Ching I ^a   Jang, Woan Yuh ^a  

^a NATIONAL TAIWAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

Author keywords

Continuous improvement; Employee involvement; ISO 9000 series; Quality management; Senior management; Taiwan

Indexed keywords

EID: 55349143215     PISSN: 17410401     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410400810916044     Document Type: Article

References (95)

1. Acharya, U.H. and Ray, S. (2000), “ISO 9000 certification in Indian industries: a survey”, Total Quality Management, Vol. 11 No. 3, pp. 261-6.
2. American Quality Foundation & Ernst and Young (1992), International Quality Study: The Definitive Study of the Best International Quality Management Practices, American Quality Foundation & Ernst and Young, Cleveland, OH.
3. Anderson, S.W., Daly, J.D. and Johnson, M.F. (1999), “Why firms seek ISO 9000 certification: regulatory compliance competitive advantage?”, Production and Operations Management, Vol. 8 No. 1, pp. 28-43.
4. Anderson, J., Rungtusanatham, M., Schroeder, R. and Devaraj, S. (1995), “A path analytic model of a theory of quality management underlying the Deming management method: preliminary empirical findings”, Decision Sciences, Vol. 26, September/October, pp. 637-58.
5. Arauz, R. and Suzuki, H. (2004), “ISO 9000 performance in Japanese industries”, Total Quality Management and Business Excellence, Vol. 15 No. 1, pp. 3-33.
6. Argyris, C. (1998), “Empowerment: the emperor's new clothes”, Harvard Business Review, Vol. 76 No. 3, pp. 98-105.
7. Bagozzi, R.P. and Phillips, L.W. (1982), “Representing and testing organizational theories: a holistic construal”, Administrative Science Quarterly, Vol. 17 No. 1, pp. 459-89.
8. Barclay, C.A. (1993), “Quality strategy and TQM policies: empirical evidence”, Management International Review, Vol. 33 No. 2, pp. 87-98.
9. Besterfield, D.H., Besterfield-Michna, C., Besterfield, G.H. and Besterfield-Sacre, M. (2002), Total Quality Management, Prentice-Hall, Englewood Cliffs, NJ.
10. Bhuiyan, N. and Alam, N. (2005a), “An investigation into issues related to the latest version of ISO 9000”, Total Quality Management and Business Excellence, Vol. 16 No. 2, pp. 199-213.
11. Bhuiyan, N. and Alam, N. (2005b), “A case study of a quality system implementation in a small manufacturing firm”, International Journal of Productivity and Performance Management, Vol. 54 No. 3, pp. 172-86.
12. Bodinson, G.W. (1991), “Warning: ignoring ISO standards may be harmful to your company's future”, Industrial Management, Vol. 33 No. 2, pp. 11-12.
13. Box, G. (1997), “Scientific method: the generation of knowledge and quality”, Quality Progress, Vol. 30 No. 1, pp. 47-50.
14. Briscoe, J.A., Fawcett, S.E. and Todd, R.H. (2005), “The implementation and impact of ISO 9000 among small manufacturing enterprises”, Journal of Small Business Management, Vol. 43 No. 3, pp. 309-30.
15. Brown, A., Wiel, T. and Loughton, K. (1998), “Smaller enterprises' experience with ISO 9000”, International Journal of Quality & Reliability Management, Vol. 15 No. 3, pp. 273-85.
16. Burr, J.T. (1990), “The future necessity”, Quality Progress, Vol. 23 No. 6, pp. 19-23.
17. Byrne, B.M. (1998), Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basis Concepts, Application, and Programming, Lawrence Erlbaum, Mahwah, NJ.
18. Carlsson, M. and Carlsson, D. (1996), “Experiences of implementing ISO 9000 in Swedish industry”, International Journal of Quality & Reliability Management, Vol. 13 No. 7, pp. 36-47.
19. Casadesùs, M. and Karapetrovic, S. (2005), “Has ISO 9000 lost some of its lustre? A longitudinal impact study”, International Journal of Operations & Production Management, Vol. 25 No. 6, pp. 580-96.
20. Casadesùs, M., Giménez, G. and Heras, I. (2001), “Benefits of ISO 9000 implementation in Spanish industry”, European Business Review, Vol. 13 No. 6, pp. 327-36.
21. Chang, D.S. and Lo, L.K. (2005), “Measuring the relative efficiency of a firm's ability to achieve organizational benefits after ISO certification”, Total Quality Management and Business Excellence, Vol. 16 No. 1, pp. 57-69.
22. Chevalier, F. (1991), “From quality circles to total quality”, International Journal of Quality & Reliability Management, Vol. 8 No. 4, pp. 9-24.
23. Chin, K.S., Poon, G.K.K. and Pun, K.F. (2000), “The critical maintenance issues of the ISO 9000 system: Hong Kong manufacturing industries' perspective”, Work Study, Vol. 49 No. 3, pp. 89-96.
24. Churchill, G. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
25. Conti, T. (2004), “From infancy to maturity: rethinking the role of ISO 9000 standards”, ASQ World Conference on Quality and Improvement Proceedings, Vol. 58, pp. 1-7.
26. Corrigan, J. (1994), “Is ISO 9000 the path to TQM?”, Quality Progress, Vol. 27 No. 5, pp. 33-6.
27. Craig, C.S. and Douglas, S.P. (1982), “Strategic factors associated with market and financial performance”, Quarterly Review of Economics and Business, Vol. 22 No. 2, pp. 101-12.
28. Deming, W.E. (1982), Quality Productivity and Competitive Position, Center for Advanced Engineering Studies, Massachusetts Institute of Technology, Cambridge, MA.
29. Deming, W.E. (2000), Out of Crisis, Center for Advanced Engineering, MIT, Cambridge, MA.
30. Devos, J.F., Guerrero-Cusumano, J.L. and Selen, W.J. (1996), “ISO 9000 in the low countries: reaching for new heights?”, Business Process Re-engineering and Management Journal, Vol. 2 No. 1, pp. 26-47.
31. Dick, G.P.M. (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12 No. 6, pp. 365-71.
32. Douglas, A., Kirk, D., Brennan, C. and Tone, K. (1999), “Maximizing the benefits of implementation”, Total Quality Management, Vol. 10 No. 4, pp. 507-13.
33. Dow, D., Samson, D. and Ford, S. (1999), “Exploding the myth: do all quality management practices contribute to superior quality performance?”, Production and Operations Management, Vol. 8 No. 1, pp. 1-27.
34. Dumke de Medeiros, D. (2000), “Preparing an enterprise for ISO 9000 certification”, Work Study, Vol. 49 No. 5, pp. 194-7.
35. EFQM (2006), Introducing Excellence, The European Foundation for Quality Management, Brussels, available at: www.efqm.org/uploads/introducing_english.pdf.
36. Feigenbaum, A.V. (1983), Total Quality Control, McGraw-Hill, New York, NY.
37. Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1995), “The impact of quality management practices on performance and competitive advantage”, Decision Sciences, Vol. 26 No. 5, pp. 659-91.
38. Fuentes, C.M., Benavent, F.B., Moreno, M.A.E., Cruz, T.G. and Pardo del Val, M. (2000), “Analysis of the implementation of ISO 9000 quality assurance systems”, Work Study, Vol. 49 No. 6, pp. 229-41.
39. Gerbing, D.W. and Anderson, J.C. (1988), “An updated paradigm for scale development incorporating unidimensionality and its assessment”, Journal of Marketing Research, Vol. 25 No. 2, pp. 186-92.
40. Goetsch, D.L. and Davis, S. (1995), Implementing Total Quality, Prentice-Hall, Englewood Cliffs, NJ.
41. Gotzamani, K.D. and Tsiotras, G.D. (2002), “The true motives behind ISO 9000 certification: their effect on the overall certification benefits and long term contribution towards TQM”, The International Journal of Quality & Reliability Management, Vol. 19 No. 2, pp. 151-69.
42. Griffin, R. (1988), “Consequences of quality circles in an industrial setting: a longitudinal assessment”, Academy of Management Journal, Vol. 31 No. 2, pp. 338-58.
43. Hackman, J.R. and Wageman, R. (1995), “Total quality management: empirical, conceptual, and practical issues”, Administrative Science Quarterly, Vol. 40 No. 2, pp. 309-42.
44. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1995), Multivariate Data Analysis, Prentice-Hall, Englewood Cliffs, NJ.
45. Handfield, R., Ghosh, S. and Fawcett, S. (1998), “Quality-driven change and its effects on financial performance”, Quality Management Journal, Vol. 5 No. 3, pp. 13-30.
46. Heras, I., Casadesus, M. and Dick, G.P.M. (2002), “ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region firms”, Managerial Auditing Journal, Vol. 17 Nos 1/2, pp. 72-8.
47. Hind, M. (1996), “Are the cultures required to attain ISO 9000 and total quality management mutually exclusive?”, Training for Quality, Vol. 4 No. 2, pp. 25-9.
48. Ho, D.C.K., Duffy, V.G. and Shih, H.M. (1999), “An empirical analysis of effective TQM implementation in the Hong Kong electronics manufacturing industry”, Human Factors and Ergonomics in Manufacturing, Vol. 9 No. 1, pp. 1-25.
49. Ho, S.K.M. (1995), “Is the ISO 9000 series for total quality management?”, International Journal of Physical Distribution & Logistics Management, Vol. 25 No. 1, pp. 51-66.
50. Hockman, K.K. and Grenville, R.J.S. (1994), “Road map to ISO 9000 registration”, Quality Progress, Vol. 27 No. 5, pp. 39-42.
51. Hopen, D. (2004), “Consequences and changing behaviors”, The Journal for Quality and Participation, Vol. 27 No. 1, pp. 15-23.
52. Hoyle, D. (2001), ISO 9000 Quality Systems Handbook, 4th ed., Butterworth-Heinemann, Oxford.
53. Hua, H., Chin, K.S., Sun, H. and Xu, Y. (2000), “An empirical study on quality management practices in Shanghai manufacturing industries”, Total Quality Management, Vol. 11 No. 8, pp. 1111-22.
54. Huarng, F., Horng, C. and Chen, C. (1999), “A study of ISO 9000 process, motivation and performance”, Total Quality Management, Vol. 10 No. 7, pp. 1009-25.
55. Ishikawa, K. (1985), What Is Total Quality Control? The Japanese Way, Prentice-Hall, Englewood Cliffs, NJ.
56. ISO (2006), ISO's Membership Rises to 150 Countries, International Organisation for Standardisation, Geneva, available at: www.iso.org/iso/en/commcentre/pressreleases/2006/Ref1021.html.
57. Jacobson, R. and Aaker, D.A. (1987), “The strategic role of product quality”, Journal of Marketing, Vol. 51 No. 4, pp. 31-44.
58. Jöreskog, K.G. and Sörbom, D. (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Scientific Software International, Chicago, IL.
59. Joubert, B. (1998), “ISO 9000: international quality standards”, Production and Inventory Management Journal, Second Quarter, pp. 60-5.
60. Juran, J.M. (1986), “Quality trilogy”, Quality Progress, Vol. 19 No. 8, pp. 14-24.
61. Juran, J.M. (1993), “Made in USA: a renaissance in quality”, Harvard Business Review, Vol. 71 No. 4, pp. 42-50.
62. Juran, J.M. and Gryna, F.M. (2001), Quality Planning and Analysis: from Product Development through US, McGraw-Hill, Boston, MA.
63. Koo, H., Koo, F. and Tao, F.K.C. (1998), “Analysing employee attitudes towards ISO certification”, Managing Service Quality, Vol. 8 No. 5, pp. 312-21.
64. Lamprecht, J.L. (1991), “ISO 9000 implementation strategies”, Quality, Vol. 30 No. 11, pp. 14-17.
65. Lascelles, D.M. and Dale, B.G. (1988), “A review of the issues involved in quality improvement”, International Journal of Quality & Reliability Management, Vol. 5 No. 5, pp. 76-94.
66. Lima, M., Resende, M. and Hasenclever, L. (2000), “Quality certification and performance of Brazilian firms: an empirical study”, International Journal of Production Economies, Vol. 66 No. 2, pp. 143-7.
67. McAdam, R. and Mckeown, M. (1999), “Life after ISO 9000: an analysis of the impact of ISO 9000 and total quality management on small business in Northern Ireland”, Total Quality Management, Vol. 10 No. 2, pp. 229-41.
68. Mahadevappa, B. and Kotreshwar, G. (2004), “Quality management practices in Indian ISO 9000 certified companies: an empirical evaluation”, Total Quality Management and Business Excellence, Vol. 15 No. 3, pp. 295-305.
69. Martínez, C., Balbastre, F., Escribá, M.A., González, T. and Pardo del Val, M. (2000), “Analysis of the implementation of ISO 9000 quality assurance systems”, Work Study, Vol. 49 No. 6, pp. 229-41.
70. Meegan, S.T. and Taylor, W.A. (1997), “Factors influencing a successful transition from ISO 9000 to TQM: the influence of understanding and motivation”, International Journal of Quality & Reliability Management, Vol. 14 No. 2, pp. 100-17.
71. Najmi, M. and Kehoe, D.F. (2000), “An integrated framework for post-ISO 9000 quality development”, The International Journal of Quality & Reliability Management, Vol. 17 No. 3, pp. 226-58.
72. Najmi, M. and Kehoe, D.F. (2001), “The role of performance measurement systems in promoting quality development beyond ISO 9000”, International Journal of Operations & Production Management, Vol. 21 No. 1, pp. 159-72.
73. Naser, K., Karbhari, Y. and Mokhtar, M.Z. (2004), “Impact of ISO 9000 registration on company performance: evidence from Malaysia”, Managerial Auditing Journal, Vol. 19 No. 4, pp. 509-16.
74. Naveh, E. and Marcus, A. (2005), “Achieving competitive advantage through implementing a replicable management standard: installing and using ISO 9000”, Journal of Operations Management, Vol. 24 No. 1, pp. 1-26.
75. NIST (2006), Malcolm Baldrige National Quality Award Criteria, US Department of Commerce, National Institute of Standards and Technology, Gaithersburg, MD, available at: www.quality.nist.gov/PDF_files/2006_Business_Criteria.pdf.
76. Oakland, J. (2000), TQM Text with Cases, 2nd ed., Butterworth-Heinemann, Oxford.
77. Oakland, J. (2005), “From quality to excellence in the 21st century”, Total Quality Management and Business Excellence, Vol. 16 Nos 8-9, pp. 1053-60.
78. Peters, T. (1988), “Facing up to the need for a management revolution”, California Management Review, Vol. 30 No. 2, pp. 8-38.
79. Phillips, L.W., Chang, D.R. and Buzzell, R.D. (1983), “Product quality, cost position, and business performance: a test of some key hypotheses”, Journal of Marketing, Vol. 47 No. 2, pp. 26-43.
80. Rayner, P. and Porter, L. (1991), “ISO 9000 – the experience of small and medium sized businesses”, International Journal of Quality & Reliability Management, Vol. 8 No. 6, pp. 16-28.
81. Rungtusanatham, M., Forza, C., Filippini, R. and Anderson, J. (1998), “A replication study of a theory of quality management underlying the Deming management method: insights from an Italian context”, Journal of Operations Management, Vol. 17 No. 1, pp. 77-95.
82. Sandholm, L. (2005), “Strategic plan for sustainable excellence”, Total Quality Management and Business Excellence, Vol. 16 Nos 8-9, pp. 1061-8.
83. Sarkar, A. (1998), “Implementation of ISO 9000 in a textile mill”, Total Quality Management, Vol. 9 No. 1, pp. 123-31.
84. Senge, P. (1992), “Building learning organizations”, The Journal for Quality and Participation, Vol. 15 No. 2, pp. 30-8.
85. Sousa, R. and Voss, C.A. (2002), “Quality management re-visited: a reflective review and agenda for future research”, Journal of Operations Management, Vol. 20 No. 1, pp. 91-109.
86. Steenkamp, J.-B.E.M. and van Trijp, H.C.M. (1991), “The use of LISREL in validating marketing constructs”, International Journal of Research in Marketing, Vol. 8 No. 4, pp. 283-99.
87. Stephens, K.S. (1994), “ISO 9000 and total quality”, Quality Management Journal, Fall, pp. 57-71.
88. Struebing, L. (1996), “ISO 9000 changes in progress”, Quality Progress, Vol. 29 No. 10, pp. 23-8.
89. Tarí, J.J. and Molina, J.F. (2002), “Quality management results in ISO 9000 certified Spanish firms”, The TQM Magazine, Vol. 14 No. 4, pp. 232-9.
90. Terziovski, M., Power, D. and Sohal, A.S. (2003), “The longitudinal effects of the ISO 9000 certification process on business performance”, European Journal of Operational Research, Vol. 146 No. 3, pp. 580-95.
91. Tillery, K.R. and Rutledge, A.L. (1991), “Quality-strategy and quality-management connections”, International Journal of Quality & Reliability Management, Vol. 8 No. 1, pp. 71-7.
92. Vloeberghs, D. and Bellens, J. (1996), “Implementing the ISO 9000 standards in Belgium”, Quality Progress, Vol. 29 No. 6, pp. 43-8.
93. Wilms, W.W., Hardcastle, A.J. and Zell, D.M. (1994), “Cultural transformation at NUMMI”, Sloan Management Review, Vol. 36 No. 1, pp. 99-113.
94. Wilson, D.D. and Collier, D.A. (2000), “An empirical investigation of the Malcolm Baldrige National Quality Award causal model”, Decision Sciences, Vol. 31 No. 2, pp. 361-90.
95. Yahya, S. and Goh, W. (2001), “The implementation of an ISO 9000 quality system”, International Journal of Quality & Reliability Management, Vol. 18 No. 9, pp. 941-66.