The development of ISO 9000 certification and the future of quality management: a survey of certified firms in Hong Kong

In ‘The development of ISO 9000 certification and the future of quality management: a survey of certified firms in Hong Kong’ (Lee, T.Y., 1998), research is carried out based on a survey of certified Hong Kong companies in August 1996. The survey, with 235 respondents, covered a range of companies, with 37% manufacturing and 39% construction.

The main results from the survey showed the benefits organisations had enjoyed post-certification came in three areas: internal operations, customer relations and subcontractor relations. The improvements within each of these three main areas of benefit were:

Internal operations: (% is proportion of certified organisations who reported this benefit post-certification; multiple responses allowed)

1. 72% reported better team spirit
2. 58% less staff conflict
3. 58% reduced wastage
4. 68% increase efficiency
5. 34% shorter lead time

Customer relations:

1. 62% improved sales through new customers
2. 66% fewer complaints from existing customers

Subcontractor relations:

1. 68% more stringent controls over subcontractors
2. 42% better relations with subcontractors

Reference

• Lee, T.Y., (1998), ‘The development of ISO 9000 certification and the future of quality management: a survey of certified firms in Hong Kong’, International Journal of Quality & Reliability Management, Vol. 15, No. 2, pp 162-77.

The University of Hong Kong (Lee)