Total quality management, ISO 9000 certification and performance improvement

Abstract

Records the research on the relationship between TQM, ISO 9000 certification and business performance improvement. The research is based on a survey conducted in Norway. Finds that the TQM criteria (or enablers) such as quality leadership, human resource development, quality information, etc. contribute to the improvement of customer satisfaction and business performance. However, none of these TQM enablers can guarantee enhanced performance. It is these enablers as a whole that contribute collectively to the improvement of performance. The study also finds that ISO 9000 standards are partially related to the implementation of TQM and the improvement of business performance. The recommendation is that ISO 9000 should be incorporated with the philosophy and methods of TQM.