Empirical Research of the ISO 9001:2015 Transition Process in Portugal: Motivations, Benefits, and Success Factors

Luis Miguel Fonseca, José Pedro Domingues

Abstract


Purpose: With the transition period for ISO 9001 certified organisations to migrate to the 2015 edition ending 15th September 2018, this investigation aims to evaluate the status of ISO 9001:2015 transition process and provide useful knowledge on the corresponding motivations, benefits, and success factors.

Methodology/Approach: An empirical study of more than 300 Portuguese organisations ISO 9001 certified, or in certification process, encompassing a wide range of activities sectors, was carried out.

Findings: As of May 2017, 19% of the respondents already have ISO 9001:2015 certification and all the remaining one’s plan to complete the process in time. The principal reported benefits are risk-based thinking, mapping of the organisational context, and stakeholder identification. Simultaneously those were the issues that required more attention and effort to be mastered and implemented. Additionally, there is evidence that ISO 9001:2015 enhances both internal and external organisational issues and generates benefits for all the researched dimensions. Based on the respondents’ responses, organisations who claimed that external motivations were the primary drivers to ISO 9001:2015 implementation systematically rate higher all the benefits when compared with the rating ascribed by those organisations who claimed internal motivations. Moreover, it is possible to conclude that the perceived benefits from ISO 9001:2015 implementation and certification seem to be strongly influenced by two primary dimensions: the (smaller) organisation size and the (lesser) international presence.

Research Limitation/implication: Due to ISO 9001:2015 novelty, the results of this investigation should be subject to future confirmation and replicated in other countries to allow a generalisation of the conclusions. Since the survey is based on the perceptions of the organisation’s Managers, there is a potential response bias risk that should be acknowledged.

Originality/Value of paper: With more than 1.2 million ISO 9001 certified organisation worldwide, this a highly relevant issue both for organisations, practitioners and academics. Due to ISO 9001:2015 novelty, this investigation aims to fill this research gap.


Keywords


ISO 9001:2015; quality management systems; certification; benefits

Full Text:

PDF

References


Anttila, J. and Jussila, K., 2017. ISO 9001:2015- a questionable reform. What should the implementing organisations understand and do?. Total Quality Management and Business Excellence, [e-journal] 28(9-10), pp.1090-1105. http://dx.doi.org/10.1080/14783363.2017.1309119.

APCER, 2017. APCER. [online] Porto. Available at: < https://www.apcergroup.com/portugal/index.php/en/ > [Acessed 01 April 2017].

Armstrong, J.S. and Overton, T.S., 1977. Estimating Nonresponse Bias in Mail Surveys. Journal of Marketing, 14(3), pp.396-402.

Benner, M. and Veloso, F., 2008. ISO 9000 practices and financial performance: A technology coherence perspective. Journal of Operations Management, [e-journal] 26(5), pp.611-629. http://dx.doi.org/10.1016/j.jom.2007.10.005.

Bernard, A.B. and Jensen, J.B., 1999. Exceptional exporter performance: Cause, effect, or both?. Journal of International Economics, [e-journal] 47(1), pp.1-25. http://dx.doi.org/10.1016/S0022-1996(98)00027-0.

Bernardo, M., Simón, A., Tarí, J. and Molina-Azorín, J., 2015. Benefits of management systems integration: A literature review. Journal of Cleaner Production, [e-journal] 94(1), pp.260-267. http://dx.doi.org/10.1016/j.jclepro.2015.01.075.

Bhuiyan, N. and Alam, N., 2010. An investigation into issues related to the latest version of ISO 9000. Total Quality Management and Business Excellence, [e-journal] 16(2), pp.199-213. http://dx.doi.org/10.1080/14783360500054343.

Boiral, O. and Amara, N., 2009. Paradoxes of ISO 9000 performance: A configurational approach. Quality Management Journal, [e-journal] 16(3), pp.36-60. http://dx.doi.org/10.1080/10686967.2009.11918240.

Boiral, O. and Roy, M., 2007. ISO 9000: Integration rationales and organizational impacts. International Journal of Operations and Production Management, [e-journal] 27(2), pp.226-247. http://dx.doi.org/10.1108/01443570710.

Briscoe, J., Fawcett, S. and Todd, R., 2005. The implementation and impact of ISO 9000 among small manufacturing enterprises. Journal of Small Business Management, [e-journal] 43(3), pp.309-330. http://dx.doi.org/10.1111/j.1540-627X.2005.00139.x.

Calvo, M., Redondo, E., Mora, A. and Cristóbal, R., 2016. Sistemas de gestión de la calidad: un estudio en empresas del sur de España y norte de Marruecos. European Research on Management and Business Economics, [e-journal] 22(1), pp.8-16. https://doi.org/10.1016/j.iedee.2015.10.001.

Casadesus, M. and Karapetrovic, S., 2005. Has ISO 9000 lost some of its lustre? A longitudinal impact study. International Journal of Operations & Production Management, [e-journal] 25(6), pp.580-596. http://dx.doi.org/ 10.1108/01443570510.

Casadesus, M., Karapetrovic, S. and Heras, I., 2004. Beneficios y costes de la implantación de la normativa de calidad ISO 9000: Un estudio comparativo (1998–2002). Revista de Economía y Empresa, 21(5), pp.57-74.

Castillo-Peces, C., Mercado-Idoeta, C., Prado-Roman, M. and Castillo-Feito, C., 2017. The influence of motivations and other factors on the results of implementing ISO 9001 standards. European Research on Management and Business Economics, [e-journal] 24(1), pp.33-41. http://dx.doi.org/10.1016/j.iedeen.2017.02.002.

Chang, D. and Lo, L., 2005. Measuring the relative efficiency of a firm’s ability to achieve organizational benefits after ISO certification. Total Quality Management and Business Excellence, [e-journal] 16(1), pp.57-69. http://dx.doi.org/10.1080/1478336042000309866.

Chen, C-K., Anchecta, K., Lee, Y-D. and Dahlgaard, J.J., 2016. A stepwise ISO-based TQM implementation approach using ISO 9001:2015. Management and Production Engineering Review, [e-journal] 7(4), pp. 65-75. http://dx.doi.org/10.1515/mper-2016-0037.

Chiarini, A., 2011. Integrating lean thinking into ISO 9001: a first guideline. International Journal of Lean Six Sigma, [e-journal] 2(2), pp.96-117. http://dx.doi.org/10.1108/204014611111.

Corbett, C., Montes, M. and Kirsch, D., 2005. The financial impact of ISO 9000 certification in the United States: An empirical analysis. Management Science, [e-journal] 51(7), pp.1046-1059. http://dx.doi.org/10.1287/mnsc.1040.0358.

Dey, P., 2010. How to complement ISO 9001:2000 with Six Sigma. iSixSigma LLC, [online]. Available at: < http://isixsigma.com/library/content/c020211a.asp > [Accessed 02 January 2017].

Dick, G., Heras, I. and Casadesús, M., 2008. Shedding light on causation between ISO9001 and improve business performance. International Journal of Operations and Production Management, [e-journal] 28(7), pp.687-708. http://dx.doi.org/10.1108/01443570810.

Domingues J.P.T., Fonseca L., Sampaio P. and Arezes, P.M., 2016. Integrated versus non-integrated perspectives of auditors concerning the new ISO 9001 revision. In: IEEE, International Conference on Industrial Engineering and Engineering Management (IEEM). Bali, Indonesia, 4-7 December 2016. IEEE. http://dx.doi.org/10.1109/IEEM.2016.7798000.

Ellis, P.D., Davies, H. and Wong, A.H.-K., 2011. Export intensity and marketing in transition economies: Evidence from China. Industrial Marketing Management, [e-journal] 40(4), pp.593-602. http://dx.doi.org/ 10.1016/j.indmarman.2010.10.003.

Fonseca, L.M., 2015a. From Quality gurus and TQM to ISO 9001:2015: a review of several quality paths. International Journal for Quality Research, 9(1), pp.167-180.

Fonseca, L.M., 2015b. Relationship between ISO 9001 certification maturity and EFQM business excellence model results. Quality Innovation Prosperity, [e-journal] 19(1), pp.85-102. http://dx.doi.org/10.12776/QIP.V19I1.556.

Fonseca, L.M. and Domingues, J.P.T., 2017. ISO 9001:2015- Quality, Management, and Value. International Journal for Quality Research, [e-journal] 11(1), pp.149-158. http://dx.doi.org/10.18421/IJQR11.01-09.

Fonseca, L.M. and Lima, V.M., 2015. Impact of supplier management strategies on the organizational performance of ISO 9001 certified organizations. Quality Innovation Prosperity, [e-journal] 19(2), pp.32-54. http://dx.doi.org/10.12776/QIP.V19I2.592.

Fonseca, L.M., Domingues, J.P. and Sá, J., 2017. Leading Quality in the 21st Century: Profiles of Quality and Organizational Excellence Managers. Quality - Access to Success, 18(161), pp-34-38.

Fonseca, L.M., Domingues, J.P., Machado, P.B. and Calderón, M., 2017. Management System Certification Benefits: Where Do We Stand?. Journal of Industrial Engineering and Management, [e-journal] 10(3), pp. 476-494. http://dx.doi.org/10.3926/jiem.2350.

Fotopoulos, C. and Psomas, E., 2010. ISO 9001:2000 implementation in the Greek food sector. The TQM Journal, [e-journal] 22(2), pp.129-142. http://dx.doi.org/10.1108/175427310110.

Gustafsson, R., Klefsjo, B., Berggren, E. and Granfors, U., 2001. Experiences from implementing ISO 9000 in small enterprises: A study of Swedish organizations. The TQM Magazine, [e-journal] 13(4), pp.232-246. http://dx.doi.org/10.1016/j.indmarman.2010.10.003.

Heras, I. and Arana, G., 2006. A Delphi study on motivation for ISO 9000 and EFQM. International Journal of Quality and Reliability Management, [e-journal] 23(7), pp.807-827. http://dx.doi.org/10.1108/02656710610.

Heras, I., Dick, G. and Casadesus, M., 2002. ISO 9000 registration’s impact on sales and profitability. International Journal of Quality and Reliability Management, [e-journal] 19(6), pp.774-791. http://dx.doi.org/10.1108/02656710210.

IAF, 2017. IAF_Resolution_201713/522. [online] Canada: International Accreditation Forum. Available at: < https://www.iaf.nu/articles/IAF_Resolution_201713/522 > [Acessed 01 February 2018].

Ismyrlis, V. and Moschidis, O., 2015. The use of quality management systems, tools, and techniques in ISO 9001: 2008 certified companies with multidimensional statistics: The Greek case. Total Quality Management and Business Excellence, [e-journal] 26(5-6), pp.497-514. http://dx.doi.org/10.1080/14783363.2013.856543.

ISO, 2008. ISO 9001 quality management systems- requirements. Geneva: International Organization for Standardization.

ISO, 2015. ISO 9001 quality management systems- requirements. Geneva: International Organization for Standardization.

ISO, 2017. ISO Survey 2016. [online] Geneva: International Organization for Standardization. Available at: < http//www.iso.org > [Acessed 01 February 2018].

Karapetrovic, S., Fa, M. and Heras, I., 2010. What happened to the ISO 9000 lustre? An eight-year study. Total Quality Management and Business Excellence, [e-journal] 21(3), pp.245-267. http://dx.doi.org/10.1080/14783360903553149.

Lee, P., To, W. and Yu, B., 2009. The implementation and performance outcomes of ISO 9000 in service organizations: An empirical taxonomy. International Journal of Quality and Reliability Management, [e-journal] 26(7), pp.646-662. http://dx.doi.org/10.1108/02656710910.

Ling-Yee, L., 2004. An examination of the foreign market knowledge of exporting firms based in the People's Republic of China: Its determinants and effect on export intensity. Industrial Marketing Management, [e-journal] 33(7), pp.561-572. http://dx.doi.org/10.1016/j.indmarman.2004.01.001.

Llopis, J. and Tari, J., 2003. The importance of internal aspects in quality improvement. International Journal of Quality & Reliability Management, [e-journal] 20(3), pp.304-324. http://dx.doi.org/10.1108/02656710310.

Lupan, R., Bacivarof, I.C., Kobi, A. and Robledo, C., 2005. A relationship between Six Sigma and ISO 9001:2000. Quality Engineering, [e-journal] 17(4), pp.719-725. http://dx.doi.org/10.1080/08982110500251329.

Marques, P.A., Meyrelles, P.M., Saraiva, P.M. and Frazão-Guerreiro, F.J., 2016. Integrating Lean Six Sigma with ISO 9001:2015. In: IEEE, International Conference on Industrial Engineering and Engineering Management (IEEM). Bali, Indonesia, 4-7 December 2016. IEEE. http://dx.doi.org/10.1109/IEEM.2016.7798006.

Martínez-Costa, M. and Martínez-Lorente, A., 2003. Effects of ISO 9000 certification on firms’ performance: A vision from the market. Total Quality Management and Business Excellence, [e-journal] 14(10), pp.1179-1191. http://dx.doi.org/10.1080/1478336032000107735.

Martínez-Costa, M. and Martínez-Lorente, A., 2007. A triple analysis of ISO 9000 effects on company performance. International Journal of Productivity and Performance Management, [e-journal] 56(5/6), pp.484-499. http://dx.doi.org/10.1108/17410400710.

Martínez-Costa, M., Choi, T., Martínez, J. and Martínez-Lorente, A., 2009. ISO 9000:1994, ISO 9001:2000 and TQM: The performance debate revisited. Journal of Operations Management, [e-journal] 27(6), pp.495-511. http://dx.doi.org/10.1016/j.jom.2009.04.002.

Martínez-Costa, M., Martínez-Lorente, A. and Choi, T., 2008. Simultaneous consideration of TQM and ISO 9000 on performance and motivation: An empirical study of Spanish companies. International Journal of Production Economics, [e-journal] 113(1), pp.23-39. http://dx.doi.org/10.1016/j.ijpe.2007.02.046.

Micklewright, M., 2010. Lean ISO 9001: Adding Spark to Your ISO 9001 QMS and Sustainability to Your Lean Efforts. Milwaukee, WI: American Society for Quality.

Pekovic, S., 2010. The determinants of ISO 9000 certification: A comparison of the manufacturing and service sectors. Journal of Economic Issues, [e-journal] 54(4), pp.895-914. http://dx.doi.org/10.2753/JEI0021-3624440403.

Pfeifer, T., Reissiger, W. and Canales, C., 2004. Integrating Six Sigma with quality management systems. The TQM Magazine, [e-journal] 16(4), pp.241-249. http://dx.doi.org/10.1108/09544780410.

Poksinska, B. and Dahlgaard, J., 2003. ISO 9001:2000- the emperor’s new clothes?. European Quality, 10(3), pp.58-69.

Prado, C., Castillo, C., Mercado, C. and Soto, F., 2013. Los resultados de la implantación de la norma en 9100 en el sector aeroespacial espanol. Revista Galega de Economía, 22(1), pp.151-176.

Prajogo, D., 2011. The role of firms motives in affecting the outcomes of ISO 9000 adoption. International Journal Operations and Production Management, [e-journal] 31(1), pp.78-100. http://dx.doi.org/10.1108/014435711110.

Psomas, E., 2013. The effectiveness of the ISO 9001 quality management system in service companies. Total Quality Management and Business Excellence, [e-journal] 24(7-8), pp.769-781. http://dx.doi.org/10.1080/14783363.2013.791099.

Rybskia, C., Jochemb, R. and Homma. L., 2017. Empirical study on status of preparation for ISO 9001:2015. Total Quality Management and Business Excellence, [e-journal] 28(9-10), pp.1076-1089. http://dx.doi.org/10.1080/14783363.2017.1303886.

Sampaio, P., Saraiva, P. and Rodrigues, A., 2009. ISO 9001 certification research: questions, answers and approaches. International Journal of Quality and Reliability Management, [e-journal] 26(1), pp.38-58. http://dx.doi.org/10.1108/02656710910.

Sharma, D., 2005. The association between ISO 9000 certification and financial performance. International Journal of Accounting, [e-journal] 40(2), pp.151-172. http://dx.doi.org/10.1016/j.intacc.2005.01.011.

Tari, J., Molina-Azorin, J. and Heras, I., 2012. Benefits of ISO 9001 and ISO 14001 standards: A literature review. Journal of Industrial Engineering Management, [e-journal] 5(2), pp.297-332. http://dx.doi.org/10.3926/jiem.488.

Terlaak, A. and King, A., 2006. The effect of certification with the ISO 9000 Quality Management Standard: A signalling approach. Journal of Economics Behavior and Organization, [e-journal] 60(4), pp.579-602. http://dx.doi.org/10.1016/j.jebo.2004.09.012.

Terziovski, M. and Power, D., 2007. Increasing ISO 9000 certification benefits: A continuous improvement approach. International Journal of Quality and Reliability Management, [e-journal] 24(2), pp.141-163. http://dx.doi.org/10.1108/02656710710.

Terziovski, M., Power, D. and Sohal, A., 2003. The longitudinal effects of the ISO 9000 certification process on business performance. European Journal of Operational Research, [e-journal] 146(3), pp.580-595. http://dx.doi.org/10.1016/S0377-2217(02)00252-7.

Wahid, R. and Corner, J., 2009. Critical success factors and improvements in ISO 9000 maintenance. International Journal of Quality and Reliability Management, [e-journal] 26(9), pp.881-893. http://dx.doi.org/10.1108/02656710910.

Willar, D., Coffey, V. and Trigunarsyah, B., 2015. Examining the implementation of ISO 9001 in Indonesian construction companies. The TQM Journal, [e-journal] 27(1), pp.94-107. http://dx.doi.org/10.1108/TQM-08-2012-0060.

Wilson, J.P., Walsh, M.A.T. and Needy, K.L., 2015. An examination of the economic benefits of ISO 9000 and the Baldrige Award. Engineering Management Journal, [e-journal] 15(4), pp.3-10. http://dx.doi.org/10.1080/10429247.2003.11415220.

Zimon, D., Gajewska, T. and Bednárová, L., 2016. Influence of Quality Management System on Improving Process in Small and Medium--Sized Organizations. Quality - Access to Success, 17(155), pp.68-69.




DOI: http://dx.doi.org/10.12776/qip.v22i2.1099

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Luis Miguel Fonseca, José Pedro Domingues

ISSN 1335-1745 (print)
ISSN 1338-984X (online)
CCBY crossref cope
Covered, abstracted, indexed in:
 
Clarivate Analytics Emerging Sources Citation Index; Scopus; Google Scholar; IDEAS; EconPapers; RePEc; Cabells' Directories; Google Scholar