ISO 9001 Quality Management System: A Categorization of Motives and Benefits

Abstract

The ISO 9001 as a reference in implementing the quality management system is expected to improve companies’ performance significantly. This study examines the motive (expectation) and benefit (realization) of ISO 9001 certification using a systematic literature review and the Delphi method. A systematic literature review is conducted to identify the motives and benefits of companies obtaining ISO 9001 certification. Subsequently, the Delphi method is employed to categorize the certification motives and benefits for the following survey. Thirty-five motive and forty-nine benefit statements are identified from extant studies. Initial content analysis is utilized on the compiled statements, followed by the Delphi method to map the statements into categories and validate the initial analysis. Six motives and seven benefits categories are created and confirmed by twenty-two experts experienced in ISO 9001’s implementation. The Motive categories are (1) Marketing Strategies, (2) Quality Management, (3) Financial/Cost Strategies, (4) Operational Planning & Control, (5) Customer Requirement, and (6) External Relationship; the Benefit categories are (1) Quality Improvement, (2) Financial Benefit, (3) Operational Improvement, (4) Relationship Management Improvement, (5) Marketing Benefit, (6) Customer Satisfaction, and (7) People Engagement.

Keyword:Benefit; ISO 9001; Motive; Quality Management