The paper ‘Relationship of ISO 9001:2000 quality system certification with operational and business performance‘ (Feng, Terziovski, Samson, 2008) examined manufacturing and service companies in Australia and New Zealand. The report’s ‘central finding… is that ISO 9000 certification has a positive and significant effect on operational performance, but a positive weak effect on business performance’ . The latter point leads the report to conclude that ISO 9000 certification by itself does not lead to improvement in business performance, a commonly held view, but there are such a variety of factors on company performance it is not always possible to isolate each contributory factor.
Paper available to purchase
University of Melbourne (Feng, Terziovski, Samson)