ISO 9001: a vaccine for time of crisis

Zayas-Mateo, Ronny Alexander; Martínez‐Lorente, Ángel R.

doi:10.1108/mbe-07-2020-0100

Cited by 5 publications

(8 citation statements)

References 62 publications

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“…They found that perception of an ISO 9001 certified entity depends on the awareness level of the customer organisation and its people about this standard. Zayas-Mateo and Martínez-Lorente (2021) although did not establish direct influence of ISO 9001 on consumers but reported that it results in improved income and profits which is possible when consumers view it favourably. Lew and Sulaiman (2014), without studying any specific standard, observed that perception of good product quality increases purchase intention of consumers.…”

Section: Methodsmentioning

confidence: 94%

Influence of quality management and allied certifications on consumers

Yadav¹,

Heriyati

Kumar

et al. 2022

IJQSS

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Purpose The perception of consumers towards the products or services that are provided by organisations that are certified to various international quality management and allied standards, such as the standards developed by the International Organization for Standardization, has not been extensively researched. Available research is limited to few standards. It is not comprehensively explored if consumers view certified products, services or organisations favourably in each case. This study aims to explore inclination of three consumer categories i.e. retail consumers, business consumers and subject expert consumers towards 11 international management system standards. Design/methodology/approach A survey is carried out among 229 consumers of different types in different countries. Total 11 quality management and allied standards are studied. Similarities and differences among different consumer groups towards these 11 standards are analysed using Chi-square test. Findings The study shows that although all consumer categories perceive products, services, and organisations certified to international management system standards favourably, the inclination towards certification is greater among developing economies than in developed economies. It is also proven that all standards are not equally popular among consumers. The brand name of a certification agency is found not influencing consumer’s preference towards certification. Originality/value The study is unique in three ways. First, it comprehensively analyses multiple quality management and allied standards from consumers’ point of view. Similarities and differences among retail consumers, business consumers and subject experts are researched, which was not attempted previously and thus it shows a novel approach. Second, no other study has analysed so many standards together. Third, differences in perception of consumers towards international standards between developing and developed nations are compared, which was not available earlier for all the 11 standards.

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Section: Methodsmentioning

confidence: 94%

Influence of quality management and allied certifications on consumers

Yadav¹,

Heriyati

Kumar

et al. 2022

IJQSS

View full text Add to dashboard Cite

show abstract

“…This requirement continued in the 2008 revision as well as in the current version, i.e. ISO 9001:2015 (Domingues et al ., 2019; Zayas-Mateo and Martínez-Lorente, 2021). Since IATF 16949:2016 uses the requirements of ISO 9001:2015 as its base requirements, the continual improvement requirements of ISO 9001:2015 automatically become essential requirements of IATF 16949:2016.…”

Section: Literature Reviewmentioning

confidence: 99%

“…It is noteworthy that ISO 9001 does not mandatorily require firms to monitor operational efficiency and shareholder value. Apart from the longitudinal study, other research that explored performance improvement in organisations due to quality management systems predominantly used feedback and perception ratings rather than real numbers from organisations (Arumugam et al ., 2008; Chen and Chang, 2017; Chiarini et al ., 2020; Eve and Sprimont, 2016; Psomas, 2013; Yadav et al ., 2020; Zayas-Mateo and Martínez-Lorente, 2021).…”

Section: Introductionmentioning

confidence: 99%

Fallacy of continual improvement in the longitudinal study of ISO 9001 and IATF 16949 standards

Yadav¹,

Heriyati

2023

IJPPM

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PurposeGeneric quality management system standard ISO 9001 and the automotive quality management system standard IATF 16949 both require organisations to demonstrate continual improvement in their customer satisfaction and the number of non-conformities identified during quality system audits. However, the long-term trends of these two parameters under ISO 9001 and IATF 16949 standards are not researched so far. It is expected that under continual improvement, organisations will achieve a step-function/stair-case shaped pattern. This study evaluates if this expectation is true when long-term performance of certified organisations is assessed.Design/methodology/approachA longitudinal exploration of three organisations certified to ISO 9001 standard and three certified to IATF 16949 standard is done. The observations are further substantiated using secondary data for the same ten years period about customer satisfaction of the major automobile manufacturers.FindingsIt is observed that none of the two indicators, i.e. the customer satisfaction and number of non-conformities, in any of the six organisations show step-wise/stair-case type improvement. All indicators followed random up and down patterns like ocean waves. It is paradoxical that certified organisations are claiming continual improvement and are remaining certified but there is actually no long-term improvement.Originality/valueLongitudinal studies for the generic quality management standard ISO 9001 and the quality system standard for automotive sector IATF 16949 are rare. The revelation about ocean wave patterns observed in the long-term trends for customer satisfaction and the number of non-conformities in ISO 9001 and IATF 16949 certified organisations is a startling finding. It is outlandishly different from the conventional perception of a staircase-styled continual improvement pattern expected a priori in certified organisations.

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“…Scholars have classified reputational signals as either formal or informal. In this study, we focus on formal reputational signals that are validated externally, such as third-party accreditation and certification (De Camargo Fiorini et al , 2019; Zayas-Mateo and Martínez-Lorente, 2021) that depict a comparatively stronger form of a nonprofit accountability signal (Becker, 2018; Gugerty, 2009). Third-party certification is a formal, independent recognition by an external organization that confirms that a prescribed standard of performance has been achieved (Martí-Ballester and Simon, 2017).…”

Section: Theory and Hypothesesmentioning

confidence: 99%

“…A number of studies have documented that organizations use different types of reputational signals such as third-party certification and accreditation, reporting of organizational documents, and other voluntary accountability measures to restore organizational reputation and trust (Becker, 2018; Bekkers, 2010; De Camargo Fiorini et al , 2019; Gugerty, 2009; Zayas-Mateo and Martínez-Lorente, 2021). In the business sector, for example, environmental, quality and other management systems and their corresponding standards have proliferated globally, and many organizations have gained International Organization for Standardization (ISO) 9000, 9001 or 14,001 certification (Caro and García, 2009; Chiarini, 2017; Martí-Ballester and Simon, 2017).…”

Section: Introductionmentioning

confidence: 99%

Do reputational signals matter for nonprofit organizations? An experimental study

Shahid

Becker

Kundi

2021

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PurposeThis paper aims to untangle the underlying mechanisms through which reputational signals promote stakeholders' intentions to donate in nonprofit organizations via stakeholder trust.Design/methodology/approachThe authors apply a moderated mediation model using an experimental design with N = 248 business and public management students of France.FindingsThe results indicate that both a formal reputational signal (third-party certificate) and an informal reputational signal (self-proclaiming to be social entrepreneurial) affect stakeholder trust and intentions to donate. Stakeholder trust partially mediated the relationship between the formal signal and intentions to donate, and the mediation effect was stronger when an informal signal was present (vs. not present).Practical implicationsTrust is central to the exchange of nonprofit organizations and their external stakeholders. To enhance trust and supportive behavior toward nonprofit organizations, these organizations may consider using formal and informal reputational signaling within their marketing strategies.Originality/valueThis research highlights the pivotal role of formal and informal reputational signals for the enhancing stakeholders' trust and donation behavior in a nonprofit context.

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ISO 9001: a vaccine for time of crisis

Cited by 5 publications

References 62 publications

Influence of quality management and allied certifications on consumers

Influence of quality management and allied certifications on consumers

Fallacy of continual improvement in the longitudinal study of ISO 9001 and IATF 16949 standards

Do reputational signals matter for nonprofit organizations? An experimental study

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