What role do senior executives play in the success of ISO 9000 implementation? This research explores the attitudes and behaviors of senior executives with respect to ISO 9000. The study was carried out in Northern Ireland among 682 organizations in the public and private sector using a postal questionnaire as the survey instrument. The study analyzes the opinions of 682 organizations. The paper reviews criticisms and concerns about ISO 9000, highlighting the importance of senior executive commitment. Finds that understanding the purpose of ISO 9000 is an important preliminary step in this implementation process. The real test of senior executive commitment will arise during the phase beyond ISO 9000 registration. They review the complaints in this research. While commitment is shown to be a complex concept, it is suggested that some of the current criticisms of the standard may be symptomatic of lack of such commitment. Concludes that the real test of senior executive commitment will arise during the phase beyond ISO 9000 registration.
International Journal of Quality & Reliability Management focuses on enhancing quality and reliability within organizations. This paper fits the scope as it focuses on executive buy-in for processes. Findings outline some behaviors indicative of commitment in an ISO 9000 context.