Lessons learned from quality management system ISO 9001:2015 certification: practices and barrier identification from Brazilian industrial companies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luís César Ferreira Motta Barbosa ◽  
Otávio José de Oliveira ◽  
Marcio Cardoso Machado ◽  
Ana Clara Tomaz Morais ◽  
Patrícia Maria Bozola ◽  
...  
Keyword(s):  
Quality Management ◽  
Management System ◽  
Production Efficiency ◽  
Quality Management System ◽  
Industrial Sector ◽  
Lessons Learned ◽  
Iso 9001 ◽  
Content Type ◽  
Previous Version ◽  
Industrial Companies

PurposeThis study used a qualitative approach on five case studies in Brazilian industrial companies. The research used interviews, document analysis and on-site visits to collect and analyze data. The companies were selected based on the following criteria: operating in the industrial sector, updating their quality management system (QMS) process to ISO 9001: 2015 and agreeing to participate in this study.Design/methodology/approachThis article aims to investigate the strategies of industrial companies adopted for ISO-9001:2015 certification in light of the six major advances concerning the previous version. Thus, QMS of other organizations can incorporate identified lessons learned, whether certified or not.FindingsThe main finding of the research is the systematization of a set of lessons learned in the experiences of implementing the six significant advances of ISO 9001 concerning the previous version by industrial companies in the State of São Paulo in Brazil. These lessons can and should be used by other organizations to improve their QMSs.Practical implicationsThe practices identified in this empirical research can serve as benchmarking to assist quality managers from other companies in QMS certification based on ISO 9001: 2015 or even those not certified but interested in updating their QMSs. Therefore, lessons learned can significantly minimize efforts to improve your projects, processes, products and services. These findings can also help industrial companies improve their production efficiency and effectiveness through quality improvement.Originality/valueThe main novelty of the research is the consolidation of theoretical and practical analysis of the main changes in the latest version of the ISO 9001 standards. The efforts to fulfill those changes result in lessons learned. The “lessons learned” will form a new block of knowledge that will subsidize theoretical (new research) and practical (formulation of a new ISO 9001 standard and helps quality managers improve their systems).

Intensifying effects of COVID-19 on economic growth, logistics performance, environmental sustainability and quality management: evidence from Asian countries

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Ikram ◽  
Yichen Shen ◽  
Marcos Ferasso ◽  
Idiano D’Adamo
Keyword(s):  
Economic Growth ◽  
Quality Management ◽  
Environmental Performance ◽  
Management System ◽  
Quality Management System ◽  
Iso 14001 ◽  
Iso 9001 ◽  
Asian Countries ◽  
Content Type ◽  
Goods And Services

Purpose This study aims to explore the effects of the COVID-19 outbreak on exports of goods and services, logistics performance, environmental management system (ISO 14001) certification and quality management system (ISO 9001) certification in top affected Asian countries of India, Iran, Indonesia, Philippines, Bangladesh and Pakistan. Design/methodology/approach A novel grey relational analysis models’ approach is used to examine the inter-relationship between COVID-19 economic growth and environmental performance. Moreover, the authors applied a conservative (maximin) model to investigate which countries have the least intensifying affected among all of the top affected COVID-19 Asian countries based on the SS degree of grey relation values. The data used in this study was collected from multiple databases during 2020 for analysis. Findings Results indicate that the severity of COVID-19 shows a strong negative association and influence of COVID-19 on the exportation of goods and services, logistics performance, ISO 9001 and ISO 14001 certifications in all the six highly affected countries during a pandemic outbreak. Although the adverse effects of COVID-19 in exporting countries persisted until December 31, 2020, their magnitude decreased over time in Indonesia and Pakistan. During the COVID-19 outbreak, Pakistan showed comparatively better performance among the six top highly affected Asian countries due to its smart locked down strategy and prevents its economy from severe damages. While India and Iran export drastically go down due to a rapid increase in the number of COVID-19 cases and deaths. Research limitations/implications The research findings produce much-required policy suggestions for leaders, world agencies and governments to take corrective measures on an emergent basis to prevent the economies from more damages and improve their logistics, environmental and quality performance during the pandemic of COVID-19. Originality/value This study develops a framework and investigates the intensifying effects of COVID-19 effects on economic growth, logistics performance, environmental performance and quality production processes.

Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study

2014 ◽  
Vol 31 (8) ◽  
pp. 921-937 ◽  
Author(s):  
Vahid Nabavi ◽  
Majid Azizi ◽  
Mehdi Faezipour
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Implementation Process ◽  
Iso 9001 ◽  
Ahp Method ◽  
Content Type ◽  
Satisfaction Index

Purpose – The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization. Design/methodology/approach – This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software. Findings – According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study. Originality/value – This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.

Synergising total productive maintenance elements with ISO 9001:2008 standard based quality management system

2014 ◽  
Vol 26 (6) ◽  
pp. 534-549 ◽  
Author(s):  
N.M. Sivaram ◽  
S.R. Devadasan ◽  
R. Murugesh ◽  
S. Karthi ◽  
C.G. Sreenivasa
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Total Productive Maintenance ◽  
Content Type ◽  
Class Level ◽  
Unique Approach ◽  
World Class ◽  
In The Beginning

Purpose – The purpose of this paper is to conceptualize the integration of total productive maintenance (TPM) and ISO 9001 certification by contributing a model named as TPM 9001:2008. Design/methodology/approach – In the beginning of the paper, the origin, growth and capabilities of TPM and ISO 9001 certification in enabling the organizations to perform at world class level are appraised by citing research outcomes reported in literature arena. The information and knowledge thus gathered from literature arena are used to conceptualize TPM 9001:2008 model. Through this conceptualization, the eight TPM pillars are fitted into the five major clauses of ISO 9001:2008 standard. In order to illustrate this conceptualization, the contents of a sub-clause of TPM 9001:2008 model are presented and the rationale behind designating it is appraised. Findings – TPM 9001:2008 model brings out synergy from the two renowned world class strategies namely “TPM” and “ISO 9001 certification”. Practical implications – The paper points out that the practical validity of TPM 9001:2008 model shall be established by conducting real time case studies in various organizations. Originality/value – This paper presents a unique approach for integrating TPM elements with ISO 9001:2008 standard based quality management system, as a single framework benefiting the contemporary organizations.

A draft framework for quality management system auditor education: findings from the initial stage of a Delphi study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Roslina Ab Wahid ◽  
Nigel Peter Grigg
Keyword(s):  
Quality Management ◽  
Delphi Study ◽  
Management System ◽  
Quality Management System ◽  
Phase 1 ◽  
Iso 9001 ◽  
Good Judgment ◽  
Content Type ◽  
Phase Study ◽  
Two Phases

PurposeChanges in structure and conceptual underpinnings of ISO 9001 mean that quality management system (QMS) auditors require a wide knowledge base and skill set to effectively evaluate contemporary QMS and add value to the process. Hence, this study presents an open curriculum framework of the knowledge, skills and attributes for quality auditor education.Design/methodology/approachThis study describes the first two phases of a three-phase study examining the educational requirements for external quality auditors (EQAs). Phase 1 involved a review of relevant international literature on auditor competence and education; Phase 2 involved the collection of qualitative data from a panel of experts, combined with the initial round of a Delphi study. A thematic analysis was used to analyze the findings from the questionnaire.FindingsThe findings of this study suggests there is a need to improve EQAs education, as most experts reported the quality of audit to be variable, inconsistent, poor and diminishing in value. The most important improvements to auditor education are to update and improve the auditors' knowledge on the requirements of the ISO 9001 standard and technology in business and skills such as report writing, communication, IT understanding and analytical ability. Some of the attributes reported as being desirable to instill in EQAs include the following: objectivity, integrity, ethics and professionalism; being observant, perceptive, articulate and confident; having good judgment; flexibility, adaptivity and diplomacy, fairness and open-mindedness.Originality/valueThis study highlights the need for wider EQA education based on the gap identified in its performance. The resulting framework can be adopted by accreditation and certification bodies to evaluate and improve their auditors' audit performance.

Organisational culture and quality management system implementation in Indonesian construction companies

2016 ◽  
Vol 23 (2) ◽  
pp. 114-133 ◽  
Author(s):  
Debby Willar ◽  
Bambang Trigunarsyah ◽  
Vaughan Coffey
Keyword(s):  
Quality Management ◽  
Construction Industry ◽  
Management System ◽  
Business Performance ◽  
Quality Management System ◽  
Organisational Culture ◽  
Iso 9001 ◽  
Quality Performance ◽  
Content Type ◽  
Construction Companies

Purpose – The review of literature found that there is a significant correlation between a construction company’s organisational culture and the company quality performance. The purpose of this paper is to assess the organisational culture profiles of Indonesian construction companies, and to examine the influence of the companies’ organisational culture profiles on their quality management systems (based on QMS-ISO 9001:2008) implementation. Prior to conducting the examination, there are examinations of the relationships among the quality management system (QMS) variables. Design/methodology/approach – The methodology employed a survey questionnaire of construction industry practitioners who have experience in building and civil engineering works. The Organizational Culture Assessment Instrument was selected due to its suitability in assessing organisation’s underlying culture. Findings – Within the examination among the QMS variables, it was found that problematic issues associated with the implementation of QMS-ISO 9001:2008 in Indonesian construction companies can affect the implementation of the QMS and contribute to the lower level of companies’ business performance. It was also found that there is no significant relationship between the QMS implementation and the companies’ business performance. By using the Competing Values Framework diagram, it was found that most of the construction companies’ organisational culture is characterised by a Clan type which is reflected in how employees are managed, how the organisation is held together, and how the organisation’s success is defined; the leadership style is Hierarchy-focused, while the organisation’s strategy is Market type. It was also found that different culture profiles have different influences on the QMS implementation. Originality/value – A strong mixed Hierarchy and Market culture needs to be developed within the construction companies in Indonesia, as the driver to support proper and successful implementation of their QMS in order to enhance business performance in a quality performance-oriented Indonesian construction industry.

scholarly journals From a Quality Management System (QMS) to a Lean Quality Management System (LQMS)

2018 ◽  
Vol 30 (1) ◽  
pp. 20-42 ◽  
Author(s):  
Pascal Bacoup ◽  
Cedric Michel ◽  
Georges Habchi ◽  
Magali Pralus
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Lean Management ◽  
Content Type ◽  
Iso Standards ◽  
Analysis And Design ◽  
Management Concepts ◽  
A Company

Purpose This paper deals with the subject of “Lean Normalization.” The purpose of this paper is to propose a comprehensive methodology which combines the benefits of both International Organization for Standardization (ISO) standards and Lean Management. The application of this methodology leads manufacturing or service companies to certification without creating more documentation. It guarantees agility and flexibility in the day-to-day management of the company, and induces lower costs and reduced times. This methodology provides a new way of tackling the implementation of ISO standards in a company. Design/methodology/approach This methodology is based on the synergistic combination of both ISO standards (Quality Management System) and the key concepts of Lean Management. After a short presentation of ISO standards and Lean Management, the possibility of implementing a synergy between these two different approaches will be discussed. At this point, ISO 9001 standards will be focused on. The proposed methodology will be introduced step by step. Each step of the model will be formalized using the Structured Analysis and Design Technique graphic representation tool. Moreover, each step is associated with a key concept of Lean Management. In order to illustrate the proposed method, an example of implementation will also be presented. Findings To show the feasibility of this methodology, this paper finishes with a summary of the results achieved in a company and draws some interesting conclusions. Companies have the possibility of achieving certification in combination with a Lean Quality Management System (LQMS): a one-page quality manual, only ten records, no major non-conformities and no customer complaints over a two-year period. Research limitations/implications The methodology may have to be adapted to better suit the needs of companies seeking to implement the latest version of the ISO 9001 standards. Practical implications This paper presents the deployment of ISO 9001 standards whilst simultaneously respecting key Lean Management concepts. The practical results for enterprises are the implementation of an LQMS leading to a certification. Social implications This paper presents a new method combining both ISO standards and Lean Management concepts to achieve certification with an LQMS. Originality/value Due to its simplicity and the relevance of its steps, the proposed methodology can be applied to companies with a guaranteed success of certification.

Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luis Miguel Fonseca ◽  
Maria Cristiana Cardoso ◽  
Maria Henriqueta Nóvoa
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Driving Forces ◽  
Fine Tuning ◽  
Iso 9001 ◽  
Large Sample Size ◽  
Content Type ◽  
Large Sample ◽  
Productivity And Competitiveness

Purpose This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and business-oriented scale applied to a large sample. Instead of adopting a normative approach focusing on the internal/external nature of the motivation, this investigation aims to emphasize the ISO 9001 driving forces from an instrumental (productivity, market and competitiveness) perspective. Design/methodology/approach This study is framed with a quantitative methodology supported by an email survey encompassing a sample of 526 Portuguese ISO 9001 certified organizations. Descriptive statistics, exploratory factorial analysis (EFA), t-tests and correlation analysis were performed according to the proposed research questions. Findings Regarding the motivations, three factors were obtained by applying EFA: market, productivity and competitiveness. The respondent organizations consider the productivity factor (mainly related to internal motivations) to be the most important. Concerning the other factors, competitiveness in the sector is ranked second and the reasons related to the market come in third. Additionally, organizations of medium dimension (between 50 and 249 employees), certified up to 1999 or from the private sector, give greater relevance to motivations related to the market and competitiveness. Research limitations/implications This investigation suffers from the limitations inherent to the survey methodology (e.g. potential bias) and a Portuguese sample’s restrictions. Moreover, this research does not cover organizations that have been certified after 2015, namely, with an initial ISO 9001:2015 certification. Nevertheless, most of the respondents’ organizations remain ISO 9001 certified today. Practical implications The information provided allows managers to know the driving forces and motivations behind seeking ISO 9001 certification. It can assist certification bodies in fine-tuning their marketing strategies to attract new customers and support ISO 9001 stakeholders in the ISO 9001 revision cycles. Social implications Policymakers can also adjust policies to foster ISO 9001 certification accordingly. Furthermore, as Wawak et al. (2020) suggested, with ISO starting a new revision cycle for ISO 9001, an increase in the research topic is expected. This study brings additional knowledge that can assist ISO stakeholders in that process. Originality/value This study presents a novel, valid and more business-oriented scale to characterize and identify the motivations for ISO 9001 QMS certification and maps the driving forces for ISO 9001 certification in a large sample size of diverse organizations. The instrumental nature of the scale (productivity, market and competitiveness) improves the consistency with recent research on ISO 9001 contributions for organizational performance compared with previous scales that focused on the internal/external nature of the motivation.

A fuzzy model for the valuation of quality management system

Kybernetes ◽  
2017 ◽  
Vol 46 (1) ◽  
pp. 157-171 ◽  
Author(s):  
Jose M. Brotons ◽  
Manuel E. Sansalvador
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Fuzzy Model ◽  
Economic Effects ◽  
Iso 9001 ◽  
Weighted Averaging ◽  
Discounted Cash Flow ◽  
Content Type ◽  
Expert Opinions

Purpose The economic effects resulting from the commitment to ISO 9001 certification is a controversial issue. Many authors have concluded about the positive economic effects resulting from the establishment of quality systems in accordance with the requirements established in the ISO 9001 standard, but other authors have not appreciated this positive relationship. The purpose of this paper is to provide a model that facilitates the valuation of the ISO 9001 quality system. Design/methodology/approach In the process of developing a valuation model, given the uncertainty this process involves, the use of fuzzy math is very useful. First, as for an internal valuation method, the authors highlight the discounted cash flow in a fuzzy environment. The internal valuation will be completed by external expert opinions. To improve the information supplied by experts, the paper makes use of the experton theory. In this context, the authors propose the aggregation of the experts’ opinion by using basic defuzzification distribution (BADD)-fuzzy induced ordered weighted averaging. Finally, the results undergo contra-expertise. After presenting the theoretical model, the authors proceed with its application by using a case study. Findings The paper develops a new method for the economic evaluation of the ISO 9001 certification. Originality/value The authors propose the valuation of ISO 9001 quality management system, and they do it using some interesting tools which fuzzy logic offers. In this way, it is possible to eliminate subjectivity and improve the final results.

Quality management for microenterprises and start-ups – is the ISO 9001 suitable?

2020 ◽  
Vol 12 (4) ◽  
pp. 435-446
Author(s):  
Sandra Klute-Wenig ◽  
Robert Refflinghaus
Keyword(s):  
Project Management ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Implementation Process ◽  
Iso 9001 ◽  
Practical Implementation ◽  
Content Type ◽  
Project Management System ◽  
Start Ups

Purpose Quality management systems are well established in multinationals and SMEs. For establishing and improving such systems, there is a variety of guidelines. Furthermore, there are software tools allowing a self-assessment of the current state of the implemented systems. However, these approaches do not fit for micro-enterprises and start-ups. Their processes are rather informal or not yet specified. Moreover, these companies are often in a phase of strong growth and have only one person in charge. Hence, they face the difficulty to decide if and how a (quality) management system should be implemented. This paper aims to show a first guideline for implementation. Design/methodology/approach The first step comprises a definition of microenterprises and start-ups and an analysis of their specific characteristics. Following, an overview of the DIN EN ISO 9001:2015 and its requirements is given. Next, it is analysed which requirements are relevant for or can be implemented in microenterprises and start-ups. Based on this, a guideline for decision-making is developed to examine if an application of the analysed standard is useful or necessary for the regarded companies. Also, the guideline illustrates how the requirements can be implemented. Findings A literature review, an analysis of the DIN EN ISO 9001:2015, the standards for project management, microenterprises and start-ups have been carried out. Thereby, the need to decide whether to implement implement a quality management system and assistance for the implementation process has been revealed as essential for the companies considered. Literature mostly deals with implementing a quality and/or project management system in multinationals and SMEs but not in very small companies. Furthermore, first practical examples have shown that microenterprises face difficulties when choosing and implementing a quality management system. A practical implementation guideline for these companies is lacking. Originality/value Although there is a lot of research dealing with quality management in SME, research about quality management in microenterprises and start-ups is scarce. This paper offers a first approach for a guideline of implementing an appropriate quality and possibly an additional or alternative project management in microenterprises and start-ups. This should facilitate the process of deciding if and how to implement an adequate management system for the regarded companies.

The effects of ISO 9001 certification on the performance of Greek companies

2015 ◽  
Vol 27 (1) ◽  
pp. 150-162 ◽  
Author(s):  
Vasileios Ismyrlis ◽  
Odysseas Moschidis
Keyword(s):  
Quality Management ◽  
Management System ◽  
Success Factors ◽  
Quality Management System ◽  
Demographic Variables ◽  
Iso 9001 ◽  
Subjective Data ◽  
Content Type ◽  
Critical Success ◽  
Implementation Level

Purpose – The purpose of this paper is to examine the benefits of ISO 9001 certification and the association between them, the level of implementation of the critical success factors (CSFs) required for the appropriate functioning of the quality management system in ISO 9001:2008 certified companies and between other demographic variables. Design/methodology/approach – A research project was carried out in Greek companies from all business sectors using the questionnaire technique. The selected companies implement a quality management system in accordance with the ISO 9001:2008 standard. Correspondence analysis, a methodology from the field of multidimensional statistics, was used to identify significant differences between the effects on performance and other variables such as the implementation level of CSFs relating to the quality management system and years of certification. Findings – External benefits seem to be more important than internal benefits. The least important benefits were mostly business results, such as profits, costs and market share. Differences were detected between the level of performance and certain demographic variables such as the use of International Organization for Standardisation (ISO) alone, size and years of certification. The certified companies have generally benefited from ISO implementation. Research limitations/implications – The study was based on the perceptions (subjective data) of only one quality manager/representative from each company. The motives for ISO certification, which can seriously affect the benefits derived, were not examined. Practical implications – The measures presented here can be used by certified companies to evaluate performance (financial or not) related to ISO 9001 certification and to discover those factors that contribute to the better exploitation of the ISO 9001:2008 standard. Originality/value – This paper aims to evaluate performance since the implementation of the ISO 9001:2008 standard in Greek companies, which are confronting a tough economic environment and to analyse this data with a methodology from the multidimensional field, with the complementary use of some special tables of coincidence.

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