ISO 9001 overall performance dimensions: an exploratory study. Issue 5 (10th August 2015)

• Record Type: Journal Article
• Authors: Psomas, Evangelos; Pantouvakis, Angelos
• Is Part Of: TQM journal. Volume 27:Issue 5(2015)
• Page Start: 519
• Page End: 531
• Publication Date: 2015-08-10
• Subjects: ISO 9001 -- Service company performance; Total quality management -- Periodicals; 658.562
• DOI: 10.1108/TQM-04-2014-0037
• Languages: English
• ISSNs: 1754-2731

Abstract

Abstract : Purpose: – The purpose of this paper is to validate and assess the performance dimensions reflecting ISO 9001 benefits in service companies and to determine their relationships. Design/methodology/approach: – A research study was carried out in 198 ISO 9001:2008 certified Greek service companies. Data were obtained through a structured questionnaire and have been analyzed with exploratory and confirmatory factor analyses. Findings: – Four performance dimensions reflecting ISO 9001 benefits are extracted and validated, namely, product/service quality, operational, market and financial performance. Research limitations/implications: – The research sample is limited to small and medium-sized enterprises operating in a specific European country. Further research may confirm the findings of this study to other countries as well. Practical implications: – By determining and evaluating the performance dimensions and their inter-relationships, the ISO 9001 certified service companies are assisted to select an appropriate strategy to further improve their performance and competitiveness. The suggested model can be also used as a self-assessment and benchmarking tool for managers and practitioners alike. Originality/value: – The present study provides a comprehensive model of performance dimensions reflecting ISO 9001 benefits in service companies.