Total Quality Management & Business Excellence · 2006 · 56 citations · 40 references
ManagementQuality ManagementQuality AssuranceQuality ImprovementTotal Quality ManagementAccreditationCertificationCustomer SatisfactionInternational Quality ManagementQuality Management SystemsQuality StandardsAccreditation StandardsExpectationsIso 9001 Quality Management SystemsQuality CertificationSatisfaction Measurement
Abstract The aim of this research is to analyse the dissatisfaction that ISO 9000 has created in small companies. Certification is only a guarantee that the company is using a quality management system according to a list of requisites and procedures. However, the benefits that have been attributed to ISO 9000 have often been overstated, so that companies tend to generate high expectations that are difficult to realize completely. This idea is tested over a sample of 131 small certified companies in Spain. The effect of time on the achievement of advantages and the satisfaction of expectations from ISO 9000 is also tested.
40