The effect of the ISO 9001 quality management system on the performance of SMEs

International Journal of Quality and Reliability Management

Volumn 29, Issue 7, 2012, Pages 753-778

  Ilkay, Mehmet Sitki ^a   Aslan, Emre ^b  

^a ERCIYES UNIVERSITY   (Turkey)

^b GAZIOSMANPASA UNIVERSITY   (Turkey)

Author keywords

ISO 9000; Performance; Performance management; Quality management; Quality management system; Small to medium sized enterprises; SME; Turkey

Indexed keywords

EID: 84864437524     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656711211258517     Document Type: Article

References (80)

1. Aarts, F.M. and Vos, E. (2001), "The impact of ISO registration on New Zealand firms' performance: a financial perspective" in The TQM Magazine, Vol. 13, No. 3, pp. 180-91.
2. Akgemci, T. (2001), KOBİ'lerin Temel Sorunlari{dotless} ve Saǧlanan Destekler, KOSGEB Yayi{dotless}ni{dotless}, Ankara.
3. Anderson, M. and Sohal, A.S. (1999), "A study of the relationship between quality management practices and performance in small businesses" in International Journal of Quality & Reliability Management, Vol. 16, No. 9, pp. 859-77.
4. Atherton, M.A. and Austin, P. (1996), "Experiences of ISO 9000 with small firms in building services" in Facilities, Vol. 14, Nos 10/11, pp. 25-7.
5. Augustyn, M.M. and Pheby, J.D. (2000), "ISO 9000 and performance of small tourism enterprises: a focus on Westons Cider Company" in Managing Service Quality, Vol. 10, No. 6, pp. 374-88.
6. Badri, M.A., Davis, D. and Davis, D. (1995), "A study of measuring the critical factors of quality management" in International Journal of Quality & Reliability Management, Vol. 12, No. 2, pp. 36-53.
7. Barak, M., Younes, H. and Froom, P. (2003), "The effect of implementation of ISO 9000 on customer complaints; a 5-year follow-up study in a regional laboratory" in Accreditation & Quality Assurance, Vol. 8, pp. 282-5.
8. Bayati, A. and Taghavi, A. (2007), "The impacts of acquiring ISO 9000 certification on the performance of SMEs in Tehran" in The TQM Magazine, Vol. 19, No. 2, pp. 140-9.
9. Beirao, G. and Cabral, J.A.S. (2002), "The reaction of the Portuguese stock market to ISO 9000 certification" in Total Quality Management, Vol. 13, No. 4, pp. 465-74.
10. Boulter, L. and Bendell, T. (2002), "How can ISO 9000:2000 help companies achieve excellence? What the companies think" in Measuring Business Excellence, Vol. 6, No. 2, pp. 37-41.
11. Briscoe, J.A., Fawcett, S.E. and Todd, R.H. (2005), "The implementation and impact of ISO 9000 among small manufacturing enterprises" in Journal of Small Business Management, Vol. 43, No. 3, pp. 309-30.
12. Brown, A., Wiele, T. and Loughton, K. (1998), "Smaller enterprises experiences with ISO 9000" in International Journal of Quality & Reliability Management, Vol. 15, No. 3, pp. 273-85.
13. Buttle, F. (1997), "ISO 9000: marketing motivations and benefits" in International Journal of Quality & Reliability Management, Vol. 14, No. 9, pp. 936-47.
14. Casadesus, M. and Gimenez, G. (2000), "The benefits of the implementation of the ISO 9000 standard: empirical research in 288 Spanish companies" in The TQM Magazine, Vol. 12, No. 6, pp. 432-41.
15. Chow-Chua, C., Goh, M. and Wan, T.B. (2003), "Does ISO 9000 certification improve business performance" in International Journal of Quality & Reliability Management, Vol. 20, No. 8, pp. 936-53.
16. Conti, T. (2004), "How to conceptually harmonize ISO 9000 certification, levels of excellence recognition and real improvement" in Total Quality Management, Vol. 15, Nos 5/6, pp. 665-77.
17. Curkovic, S. and Pagell, M. (1999), "A critical examination of the ability of ISO 9000 certification to lead to a competitive advantage" in Journal of Quality Management, Vol. 4, No. 1, pp. 51-67.
18. Dimara, E., Skuras, D., Tsekouras, K. and Goutsos, S. (2004), "Strategic orientation and financial performance of firms implementing ISO 9000" in International Journal of Quality & Reliability Management, Vol. 21, No. 1, pp. 72-89.
19. Dissanayaka, S.M., Kumaraswamy, M.M., Karim, K. and Marosszeky, M. (2001), "Evaluating outcomes from ISO 9000-certified quality systems of Hong Kong constructors" in Total Quality Management, Vol. 12, No. 1, pp. 29-40.
20. Docking, D.S. and Dowen, R.J. (1999), "Market interpretation of ISO 9000 registration" in The Journal of Financial Research, Vol. 22, No. 2, pp. 147-60.
21. Elmuti, D. and Kathawala, Y. (1997), "An investigation into the effects of ISO 9000 on participants' attitudes and job performance" in Production & Inventory Management Journal, Vol. 38, No. 2, pp. 52-7.
22. Eroǧlu, E. (2004), "Küçük ve Orta Ölçekli İşletmelerdeki Kalite Güvence Uygulamalari{dotless}ni{dotless}n Bütünsel İşletme Performansi{dotless} Üzerine Etkilerinin İncelenmesi" in Yönetim Dergisi, Vol. 49, pp. 88-102.
23. Escanciano, C., Fernandez, E. and Vazquez, C. (2001), "Influence of ISO 9000 certification on the progress of Spanish industry towards TQM" in International Journal of Quality & Reliability Management, Vol. 18, No. 5, pp. 481-94.
24. Ghalayini, A.M. and Noble, J.S. (1996), "The changing basis of performance measurement" in International Journal of Operations & Production Management, Vol. 16, No. 8, pp. 63-80.
25. Gotzamani, K.D. and Tsiotras, G.D. (2002), "The true motives behind ISO 9000 certification: their effects on the overall certification benefits and long term contribution towards TQM" in International Journal of Quality & Reliability Management, Vol. 19, No. 2, pp. 151-69.
26. Gotzamani, K.D., Tsiotras, G.D., Nicolaou, M., Nicolaides, A. and Hadjiadamou, V. (2007), "The contribution to excellence of ISO 9001: the case of certified organisations in Cyprus" in The TQM Magazine, Vol. 19, No. 5, pp. 388-402.
27. Gupta, A. (2000), "Quality management practices of ISO vs non-ISO companies: a case of Indian industry" in Industrial Management & Data Systems, Vol. 100, No. 9, pp. 451-5.
28. Gustafsson, R., Klefsjö, B., Berggren, E. and Wellemets, G. (2001), "Experiences from implementing ISO 9000 in small enterprises - a study of Swedish organizations" in The TQM Magazine, Vol. 13, No. 4, pp. 232-46.
29. Haversjö, T. (2000), "The financial effects of ISO 9000 registration for Danish companies" in Managerial Auditing Journal, Vol. 15, Nos 1/2, pp. 47-52.
30. Heras, I., Casadesus, M. and Dick, G.P.M. (2002a), "ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region companies" in Managerial Auditing Journal, Vol. 17, Nos 1/2, pp. 72-8.
31. Heras, I., Dick, G.P.M. and Casadesus, M. (2002b), "ISO 9000 registration's impact on sales and profitability - a longitudinal analysis of performance before and after accreditation" in International Journal of Quality & Reliability Management, Vol. 19, No. 6, pp. 774-91.
32. Huarng, F., Horng, C. and Chen, C. (1999), "A study of ISO 9000 process motivation and performance" in Total Quality Management, Vol. 10, No. 7, pp. 1009-25.
33. Ismail, M.Y., Baradie, M.E. and Hashmi, M.S.J. (1998), "Quality management in the manufacturing industry: practice vs performance" in Computers Ind. Engng., Vol. 35, Nos 3/4, pp. 519-22.
34. Jeng, Y. (1998), "Performance evaluation of ISO 9000 registered companies in Taiwan" in The TQM Magazine, Vol. 10, No. 2, pp. 132-8.
35. Jones, R., Arndt, G. and Kutsin, R. (1997), "ISO 9000 among Australian companies: impact of time and reasons for seeking certification on perceptions of benefits received" in International Journal of Quality & Reliability Management, Vol. 14, No. 7, pp. 650-60.
36. Kaplan, R.S. and Norton, D.P. (1992), "The balanced scorecard - measures that drive performance" in Harvard Business Review, Vol. 70, No. 1, pp. 71-9.
37. Karapetrovic, S., Rajamani, D. and Willborn, W. (1997), "ISO 9000 for small business: do it yourself" in Industrial Management, Vol. 39, No. 3, pp. 24-31.
38. Koc, T. (2007), "The impact of ISO 9000 quality management systems on manufacturing" in Journal of Materials Processing Technology, Vol. 186, pp. 207-13.
39. Lee, T.Y., Leung, H.K.N. and Chan, K.C.C. (1999), "Improving quality management on the basis of ISO 9000" in The TQM Magazine, Vol. 11, No. 2, pp. 88-94.
40. Leung, H.K.N., Chan, K.C.C. and Lee, T.Y. (1999), "Costs and benefits of ISO 9000 series: a practical study" in International Journal of Quality & Reliability Management, Vol. 16, No. 7, pp. 675-90.
41. Lima, M.A.M., Resende, M. and Hasenclever, L. (2000), "Quality certification and performance of Brazilian firms: an empirical study" in International Journal of Production Economics, Vol. 66, pp. 143-7.
42. Lopez, S.P., Peon, J.M.M. and Ordas, C.J.V. (2005), "Human resource practices organizational learning and business performance" in Human Resource Development International, Vol. 8, No. 2, pp. 147-64.
43. McAdam, R. and McKeown, M. (1999), "Life after ISO 9000: an analysis of the impact of ISO 9000 and total quality management on small businesses in Northern Ireland" in Total Quality Management, Vol. 10, No. 2, pp. 229-41.
44. Mann, R. and Kehoe, D. (1994), "An evaluation of the effects of quality improvement activities on business performance" in International Journal of Quality & Reliability Management, Vol. 11, No. 4, pp. 29-44.
45. Martinez-Costa, M. and Martinez-Lorente, A.R. (2003), "Effects of ISO 9000 certification on firms' performance: a vision from the market" in TQM & Business Excellence, Vol. 14, No. 10, pp. 1179-91.
46. Martinez-Costa, M. and Martinez-Lorente, A.R. (2007), "A triple analysis of ISO 9000 effects on company performance" in International Journal of Productivity & Performance Management, Vol. 56, Nos 5/6, pp. 484-99.
47. Mezher, T. and Ramadan, H. (1999), "The costs and benefits of getting the ISO 9000 certification in the manufacturing sector in Saudi Arabia" in Quality Assurance, Vol. 6, pp. 107-22.
48. Najmi, M. and Kehoe, D.F. (2001), "The role of performance measurement systems in promoting quality development beyond ISO 9000" in International Journal of Operations & Production Management, Vol. 21, Nos 1/2, pp. 159-72.
49. Naser, K., Karbhari, Y. and Mokhtar, M.Z. (2004), "Impact of ISO 9000 registration on company performance: evidence from Malaysia" in Managerial Auditing Journal, Vol. 19, No. 4, pp. 509-16.
50. Naveh, E. and Marcus, A. (2005), "Achieving competitive advantage through implementing a replicable management standard: installing and using IS0 9000" in Journal of Operations Management, Vol. 24, No. 1, pp. 1-26.
51. Naveh, E., Marcus, A. and Moon, H.K. (2004), "Implementing ISO 9000: performance improvement by first or second movers" in International Journal of Production Research, Vol. 42, No. 9, pp. 1843-63.
52. Nicolau, J.L. and Sellers, R. (2002), "The stock market's reaction to quality certification: empirical evidence from Spain" in European Journal of Operational Research, Vol. 142, pp. 632-41.
53. Ofori, G. and Gang, G. (2001), "ISO 9000 certification of Singapore construction enterprises: its cost and benefits and its role in the development of the industry" in Engineering, Construction and Architectural Management, Vol. 8, No. 2, pp. 145-57.
54. Park, D.-J., Kim, H.-G., Kang, B.-H. and Jung, H.-S. (2007), "Business values of ISO 9000:2000 to Korean shipbuilding machinery manufacturing enterprises" in International Journal of Quality & Reliability Management, Vol. 24, No. 1, pp. 32-48.
55. Parker, C. (2000), "Performance measurement" in Work Study, Vol. 49, No. 2, pp. 63-6.
56. Puderbach, L.D. and Brown, K.L. (1998), "Financial effects of ISO 9000 certification in American corporations", Proceeding of the Decision Science Institute, Las Vegas, NV, 21-24 November, available at: www.sbaer.uca.edu/research/dsi/1998/Pdffiles/Papers/ 1696.pdf (accessed 10 October 2005).
57. Quazi, H.A. and Jacobs, R.L. (2004), "Impact of ISO 9000 certification on training and development activities" in International Journal of Quality & Reliability Management, Vol. 21, No. 5, pp. 497-517.
58. Quazi, H.A., Hong, C.W. and Meng, C.T. (2002), "Impact of ISO 9000 certification on quality management practices: a comparative study" in Total Quality Management, Vol. 13, No. 1, pp. 53-67.
59. Rahman, S. (2001), "A comparative study of TQM practice and organizational performance of SMEs with and without ISO 9000 certification" in International Journal of Quality & Reliability Management, Vol. 18, No. 1, pp. 35-49.
60. Rao, S.S., Ragu-Nathan, T.S. and Solis, L.E. (1997), "Does ISO 9000 have an effect on quality management practices? An international empirical study" in Total Quality Management, Vol. 8, No. 6, pp. 335-46.
61. Samson, D. and Terziovski, M. (1999), "The relationship between quality management practices and operational performance" in Journal of Operations Management, Vol. 17, pp. 393-409.
62. Schenkel, A. (2004), "Conceptualizing and exploring the organizational effects of ISO 9000: insights from the Oresund Bridge Project" in Total Quality Management, Vol. 15, No. 8, pp. 1155-68.
63. Sharma, D.S. (2005), "The association between ISO 9000 certification and financial performance" in The International Journal of Acounting, Vol. 40, No. 2, pp. 151-72.
64. Sila, I. and Ebrahimpour, M. (2005), "Critical linkages among TQM factors and business results" in International Journal of Operations & Production Management, Vol. 25, No. 11, pp. 1123-55.
65. Singels, J., Ruel, G. and Water, H. (2001), "ISO 9000 series: certification and performance" in International Journal of Quality & Reliability Management, Vol. 18, No. 1, pp. 62-75.
66. Skrabec, Q.R., Ragu-Nathan, T.S., Rao, S.S. and Bhatt, B.T. (1997), "ISO 9000: do the benefits outweigh the costs?" in Industrial Management, Vol. 39, No. 6, pp. 26-31.
67. Staines, A. (2000), "Benefits of an ISO 9001 certification - the case of a Swiss regional hospital" in International Journal of Health Care Quality Assurance, Vol. 13, No. 1, pp. 27-33.
68. Stevenson, T.H. and Barnes, F.C. (2001), "Fourteen years of ISO 9000: impact criticisms, costs and benefits" in Business Horizons, Vol. 11, No. 3, pp. 45-51.
69. Sun, H. (2000), "Total quality management ISO 9000 certification and performance improvement" in International Journal of Quality & Reliability Management, Vol. 17, No. 2, pp. 168-79.
70. Tague, N.R. (1994), "Using ISO 9000 to drive total quality" in Managing Service Quality, Vol. 4, No. 1, pp. 24-7.
71. Tangen, S. (2005), "Analyzing the requirements of performance measurement systems" in Measuring Business Excellence, Vol. 9, No. 4, pp. 46-54.
72. Terziovski, M. and Samson, D. (2000), "The effect of company size on the relationship between TQM strategy and organizational performance" in The TQM Magazine, Vol. 12, No. 2, pp. 144-8.
73. Terziovski, M., Power, D. and Sohal, A.S. (2003), "The longitudinal effects of the ISO 9000 certification process on business performance" in European Journal of Operational Research, Vol. 146, pp. 580-95.
74. Terziovski, M., Samson, D. and Dow, D. (1997), "The business value of quality management system certification: evidence from Australia and New Zeland" in Journal of Operations Management, Vol. 15, pp. 1-18.
75. Tsekouras, K., Dimara, E. and Skuras, D. (2002), "Adoption of a quality assurance scheme and its effects on firm performance: a study of Greek Firms implementing ISO 9000" in Total Quality Management, Vol. 13, No. 6, pp. 827-41.
76. Wayhan, V.B., Kirche, E.T. and Khumawala, B.M. (2002), "ISO 9000 Certification: the financial performance implications" in Total Quality Management, Vol. 13, No. 2, pp. 217-31.
77. Wilson, J.P., Walsh, M.A.T. and Needy, K.L. (2003), "An examination of the economic benefits of ISO 9000 and the Baldrige Award to manufacturing firms" in Engineering Management Journal, Vol. 15, No. 4, pp. 3-10.
78. Withers, B. and Ebrahimpour, M. (2000), "Does ISO 9000 certification affect the dimensions of quality used for competitive advantage?" in European Management Journal, Vol. 18, No. 4, pp. 431-43.
79. Yeung, A.C.L., Lee, T.S. and Chan, L.Y. (2003), "Senior management perspectives and ISO 9000 effectiveness: an empirical research" in International Journal of Production Research, Vol. 41, No. 3, pp. 545-69.
80. Zhang, Z. (2000), "Developing a model of quality management methods and evaluating their effects on business performance" in Total Quality Management, Vol. 11, No. 1, pp. 129-37.