The impact on Norwegian companies certified to ISO 9000 is examined in ‘Diffusion and contribution of total quality management: an empirical study in Norway’ (Sun, 1999). The methodology for this research was to ask quality managers in Norwegian Quality Association member companies a variety of questions focused around their views of the value of TQM (Total Quality Management). A product of this research was the ability to ascertain the differences between the 55% of companies in the survey certified to ISO 9000 against the remainder who were not certified.
The conclusion was ‘Those companies with ISO 9000 certificates on average made more improvements in reducing product defects, rework costs, warranty costs and customer complaints, and are more profitable and productive’.
City University of Hong Kong (Sun)