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Does ISO 9000 Give a Quality Emphasis Advantage? A Comparison of Large Service and Manufacturing Organizations

Summary: [This abstract is based on the authors' abstract. A longer abstract is available on the journal's website]

Importance attached to internal and external dimensions of quality differs between the chief executives of service organizations and those of manufacturing organizations. Analysis finds evidence that emphasis on quality increases in service firms with higher Quality Certification (Qcert value) scores, so as to provide a greater balance between internal and external dimensions of quality. Manufacturing organizations, however, stress only internal quality. This suggests that accreditation to an ISO 9000 standard has a more profound effect on service firms than on manufacturers. The lack of any marked quality differential in manufacturing firms suggests that any competitive advantages gained will be much weaker than for service firms.

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  • Topics: ISO 9000, Certification Preparation
  • Keywords: Management styles,ISO 9000,Certification,Manufacturing,Accreditation,Benefits,Upper management,Service sector,Quality system
  • Author: Dick, Gavin; Gallimore, Kevin; Brown, Jane C.
  • Journal: Quality Management Journal