A performance realization framework for implementing ISO 9000

Purpose: The purpose of this study is to propose a performance realization framework based on key factors of ISO 9000 implementation. Design/methodology/approach: A three-stage approach of a systematic review is employed to examine the literature and develop the framework. The review is concentrated on three research topics: motivations; critical success factors; and impacts of ISO 9000 implementation. Findings: This study identifies five motivation factors (quality-related; operations-related; competitiveness-related; external pressure-related; organizational image-related factors) and ten critical success factors (leadership; training; involvement of everyone; organizational resource; quality-oriented culture; customer-based approach; process-centered approach; communication and teamwork; customizing the ISO requirements; quality audit). This study also develops a performance realization framework composed of three parts: conversion; enhancement; and competitive priority stages. Originality/value: This study contributes to the development of the literature by providing a set of motivation factors and of critical success factors that can assist practitioners to effectively implement the standard. Further, the proposed framework helps to explain causal relationships among ISO 9000 impacts and provide guidelines about critical considerations.

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