A Typology of Approaches to ISO Certification and TQM

Abstract

This paper reports on research which explores the links between quality assurance, or certification of the quality system according to the ISO 9000 (AS 3900) series and the broader approach of Total Quality Management. The first part of the paper outlines a typology of approaches to introducing TQM and ISO. Some organisations see ISO 9000 as an end in itself while others consider it to be the first step towards TQM. Others may have TQM firmly in place prior to embarking on certification. The second part of the paper applies the typology to data from a questionnaire survey of Western Australian organisations with ISO 9000 certification. Empirical support for several of the groups in the typology is found in this analysis.