The Functionality of Global Quality Management in the Dynamic and Global Environment of Mergers, Acquisitions, and Strategic Partnerships - Adoption of a Systematic Process Concept

Abstract

<i>Purpose: </i>To explore the functionality of the quality management processes at the global level and understand its complexity and multiple dimensions. <i>Design/methodology/approach: </i>The researchers use a novel systems perspective to explore international standards ISO 9001/9004 capacity to encompass this complexity and analyze the stages by which global multinational organizations develop. In-depth interviews with experts (CEOs, quality managers, and global managers) from 18 international firms were some of the qualitative methods used in the research, along with content analysis, observations, and other methods. The study addresses the philosophy of global quality management and emphasizes the need for inter-organizational coordination and process management. <i>Findings: </i>The results of the qualitative tools showed that the existing definitions in ISO 9004/9001 have made it challenging to address the level of process complexity in international organizations. The main recommendations of the study are the following key points for expanding and refining the existing process concept for a global reality: 1) adopting a systems approach for analyzing the development of a global quality function in complex, multinational companies. 2) extending the classic process approach to open, multi-interface systems oriented towards mutual strategic, operational, and marketing processes.<i> Originality/value: </i>In this article, we suggest an innovative, integrated systems approach to multinational quality management based on shifting from the traditional emphasis on separate operations and manufacturing sites toward a comprehensive perspective that considers the interdependence and coordination among locations. This novel analysis and mapping process offers a comprehensive view of coordinating interdependence between elements comprising an international global process system. It expands the ‎classical approach and provides a basis for ‎developing a global, networked QMS. The current study might be useful for organizations that implement quality management systems in multinational companies. The study is part of vast academic research on international strategy in the global competitive landscape.