Smaller enterprises’ experiences with ISO 9000

Abstract

Discusses the experience of small and medium sized enterprises (SMEs) with ISO 9000 series certification, based on the results of a Western Australian questionnaire survey. It explores issues ranging from why certification was sought, the benefits derived and disappointments. Also examines the problems encountered by SMEs and how they dealt with them. Comparisons are made between those SMEs perceiving more success with ISO 9000 series certification and those which do not. Findings suggest that SMEs are experiencing mixed results from ISO 9000 series certification. Some are reporting considerable internal benefits while many are not experiencing external benefits. An encouraging outcome is that a number of SMEs see ISO 9000 series certification as a useful first step in the quality journey with a view to moving forward in the direction of a broader quality management approach.