How do ISO 9000 implementation practices vary across different types of organizations? Extending prior research, this paper analyzes survey data from 682 organizations to uncover differences in ISO 9000 implementation practices based on organization size, sector, and country of ownership. The study reveals the attitudes and behaviors of senior executives, comparing espoused behaviors with behaviors in use, based loosely on the work of Argyris. The research shows that small organizations face unique challenges in understanding the purpose of ISO 9000, measuring its business impact, and identifying potential benefits. While they don't use consultants more often, small organizations allow them to write more system documentation. Sectorally, textiles, general manufacturing, and engineering show the most positive orientation to ISO 9000, while retailing and services show the least. In conclusion, the paper suggests that small organizations should assess themselves against these findings to ensure that resource limitations are not merely an excuse for a lack of resolve. The insights gained from this research offer valuable guidance for organizations seeking to optimize their ISO 9000 implementation practices and achieve meaningful improvements in quality and reliability.
Published in the International Journal of Quality & Reliability Management, this article aligns with the journal's emphasis on exploring quality management practices and organizational performance. By analyzing the differences in ISO 9000 implementation based on organization size and sector, the research contributes to the journal's scope of understanding and improving quality management systems.