THE IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEMS IN SERVICE ORGANIZATIONS

Abstract

In the present article, the author analyzes different patterns of the implementation
of quality management systems in service organizations and examines
the performance outcomes which are associated with it. The research shows that organizations
with different quality management system implementation patterns have
significantly different performance outcomes. A mature quality management system
should include a consideration of success factors for the benefits of quality management
system implementation from the early phases of its planning and designing
processes. By requiring that all processes and procedures be documented, the ISO
9000 standard is undoubtedly commonly associated with control-oriented organizations.
There is an interesting relationship between the reasons of ISO 9001 quality
management systems implementation and the corresponding performance outcomes.
Very important is correct maintenance of a quality management system during the
post-certification period.