Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance

Milovanović, Vesna and Paunović, Mihailo and Casadesús, Martí (2023) Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance. Quality innovation prosperity, 27 (1). ISSN 1338-984X

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Abstract

Purpose: According to ISO 9000:2015 “the primary focus of quality
management is to meet customer requirements and to strive to exceed customer
expectations”, where “a customer can be internal or external to the organization”.
Internal customers refer to a company’s employees, while external customers are
the buyers of a company’s products and services. Previous research has
scrutinised the impact of ISO 9001 on company performance, without clear focus
on the performance related to internal and external customers.
Methodology/Approach: The purpose of this paper is to measure the impact of
ISO 9001 on the performance to internal and external customers using a survey
that has been responded by 141 companies in the Republic of Serbia.
Findings: The results show that quality management system (QMS) certification
to ISO 9001 enhances employee- and customer-related company performance,
while certification incentives are found to influence this relationship.
Research Limitation/Implication: The data are gathered in only one specific
country, although there are no reasons to think that the results could depend of
the specific analysed region.
Originality/Value of paper: The main value of the article is to be one of the first
ones to analyse, in any way, the impact of QMS on internal and external
customers.

Item Type:	Article
Additional Information:	COBISS.ID=113677065
Uncontrolled Keywords:	quality management system, ISO 9001, employee performance, customer-related performance, incentives
Research Department:	Innovation Economics
Depositing User:	Jelena Banovic
Date Deposited:	10 Apr 2023 15:44
Last Modified:	10 Apr 2023 15:44
URI:	http://35.240.28.64/id/eprint/1901
Author Links:	[error in script] No links available.

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