Search results

Describes the relationship between formal quality standards and total quality, supporting the necessity for a formal quality system for most businesses. Addresses the common criticisms of ISO 9000, sets out the minimum criteria for its implementation and a long list of user‐reported benefits.

Presents recent examples from diverse sets of circumstances with identification of the particular origin that caused the events to occur. Suggests the solution to error avoidance lies in asking the question, “What is the worst that can happen?” If it can happen, it will, and effective action in planning its avoidance must be taken.

While the tourism industry generally rejects ISO 9000 as a standard irrelevant for this sector, the article aims to assess potential impacts of ISO 9000 accreditation upon the performance of small tourism enterprises (STEs). Limited research within this area encouraged the use of primary research techniques for collecting the relevant data. Due to an insufficient number of STEs fulfilling the sampling criteria, a case study approach was adopted with Westons Cider constituting its subject. The research revealed that ISO 9000 significantly contributed to the improved performance of this company. The benefits and advantages of the ISO 9000 system depend, however, on the age of the system and are subject to a company’s conformance to critical success factors. The study also uncovered that the usefulness of ISO 9000 needs to be assessed against the particular situation of an individual company rather than against the sector to which a company belongs.

The purpose of this paper is to examine the implementation activities involved in certifying a quality management system to the ISO 9000 quality management system standard. This includes developing the best business performance measures that will serve as indicators of an effective quality management system. This paper aims to establish a relationship between implementation activities involved in the quality system and specific business performance measures that can be used to assess the system's effectiveness.

Data were collected using an online survey combined with publicly available financial reporting information. Regression and other statistical techniques along with text clustering and association of the survey comments were used to analyze the data.

Emphasis on implementing a documentation system were found to be linked to business performance as measured by the return on assets financial measure.

Future research should explore various documentation system aspects such as knowledge management and information sharing in greater detail. A larger sample focused on a specific industry might provide useful information for industry appropriate performance indicators.

The practical implications of this research focus on the design and implementation of an organization's quality management system in areas that will provide the most benefit to organizations seeking ISO 9000 certification. A baseline measurement can be used prior to implementing the system to strategically manage the implementation process. By understanding how best to implement the quality management system, fewer resources are wasted on ineffective quality management system certification projects and some of the skepticism around the implemention of an ISO 9000 certified quality management system is eliminated.

Few quality system researchers target the implementation process for analysis. Combining survey data and publicly held financial represents is a new method for studying ISO 9000 implementation.

Uses the three quality dimensions of: systems; tools and techniques; and people, analyses the contribution of UK writers to the development of the body of knowledge known as total quality management (TQM). From examination of a range of source material (e.g. books, papers, postgraduate theses, and articles) it is clear that quality and TQM, within the UK, is still a subject of research and reporting. Those papers written by the academic fraternity tend to focus on the systems, and tools and techniques dimensions, whilst the more journalistic papers show a preference for people‐related issues. The examination reveals that the contribution of UK writers presents a rich and broad picture of TQM, however, a truly integrated view is not provided.

Researches staff attitudes during the introduction of an ISO certification quality programme. The company was a listed public property investment and development company. The technique employed was a self‐completed anonymous questionnaire on a longitudinal basis. Explores the perceived benefits of ISO certification; the possible drawbacks; the difficulties in introduction; and the prerequisites for success. Finds that ISO certification is perceived to improve performance but that top management support and commitment had fallen. Significant improvements after certification were seen to exist in management ability; quality systems; servicing; training of employees; business reputation and personnel management.

Employee attitude has often been neglected in most quality endeavors. Both consultants and management hurry to get the project done and omit to measure and manage the soft aspects of the event. The task‐orientation approach should be augmented by the people elements. This article illustrates how a company in Hong Kong applied a longitudinal employee attitude survey as a monitoring tool in its journey towards acquiring the ISO certificate. Quality success drivers were found to be the key determinants for the perceived strengths of the company.

Summarizes the arguments for and against the ISO 9000 standard and examines the perceived advantages and disadvantages of implementing it. Reports the results of a survey of over 100 quality managers/representatives of ISO 9000‐certified organizations in the service and manufacturing sectors of UK industry. Too many ISO 9000 surveys in the past have sought the opinions of organizational managers who have had little or no operational experience of the standard on a day‐to‐day basis. This paper aims to redress this anomaly. Survey results indicate quite conclusively that most quality professionals are content with ISO 9000’s contribution to quality improvement, dismissing many of the past criticisms of the standard as inappropriate. These results can form the basis of a case for the implementation of the standard for those organisations currently trying to decide whether to implement it or not.

Raises some questions on moral and legal rights to health care, referring to various claims contained within the report of the UK’s Commission on Social Justice – “Social Justice: Strategies for National Renewal” (1994). Explores the relationship between needs and rights – rights of action and rights of recipience, moral rights and legal rights. Proceeds to delve into the role the state plays in providing services such as health care and whether or not people have a moral right to good health and good health care. Questions if the state should provide health care and, if so, should it be provided as a legal right to citizens? Concludes that the Commission on Social Justice fails to defend the National Health Service on the grounds of justice and moral rights.

There is commonly said to be a sexual bias within the legal system. As Anderson (1976, p.350) points out: “The notion of a justice system whose agents typically exhibit a “chivalrous” attitude towards female criminals (ie. because of their sex women are afforded more lenient treatment than men) has been set forth by several writers.” One such writer is Pollak (1950, p.151), who claims that: “Men hate to accuse women and thus indirectly to send them to their punishment, police officers dislike to arrest them, district attorneys to persecute them, judges and juries to find them guilty and so on.” Another is Cavan (1962, p.32), who writes: “…even in crime a certain degree of chivalry prevails. Some people dislike to report a woman criminal to the police and police are more likely to release women or turn a young woman over to her parents or release to a social agency than would be true for boys or men.” Others believe that there is an opposite sexual bias in the legal system. For instance, Sachs considers the various test cases in Britain on the question of whether, in law, women were to be regarded as “persons” and concludes that: