Raising awareness of the benefits of certification and assurance services
The aim of the research in ‘Beyond certification: a proposed framework for ISO 9000 maintenance in service’ (Ab Wahid, R, 2012) is to help understand the critical success factors and problems of ISO 9000 maintenance. The research is based on case studies of two ISO 9001 certified Malaysian service companies, both certified for more than three years. Data was collected using two methods: 1. 30 interviews over 13 weeks with top and middle management, operations managers, quality executives and the management representatives of the quality system; 2. 300 questionnaires sent to employees
The research ascertained from both groups in both companies, the factors which were most critical to success. The results below show great synergy of thought.
Critical success factors: interviews
| Rank | Company 1 | Rank | Company 2 |
| 1 | Top management commitment | 1 | Top management commitment |
| 1= | Employee involvement | 1= | Employee involvement |
| 3 | Motivation and reward | 3= | Teamwork |
| 4 | Continuous improvement | 3= | Continuous improvement |
| 5 | Teamwork | 3= | Understanding of QMS |
Critical success factors: survey results
| Rank | Company 1 | Rank | Company 2 |
| 1 | Top management commitment | 1 | Top management commitment |
| 2 | Employee involvement | 2 | Employee involvement |
| 3= | Teamwork | 3 | Reward and recognition |
| 4 | Reward and recognition | 4 | Teamwork |
| 5 | Continuous improvement | 5 | Continuous improvement |
| 6 | Quality culture | 6 | Quality culture |
‘Results indicate that management and employees’ perspectives on the critical success factors of ISO 9000 maintenance are very similar’.
To achieve this, the research sought the key problems and challenges in ISO 9000 maintenance; they were found to be:
These can be summarised into four key areas to manage:
The conclusion of the research is that ‘… service firms must go beyond maintenance to effectively maintain their ISO 9000 in order to obtain the long-term benefits of being certified to the standard’. Putting in place actions to address the key problems and challenges would enable long term, maintained success from ISO 9000 certification to be achieved.
Universiti Teknologi MARA, Shah Ala, Malaysia