ISO 9001 aspects related to performance and their level of implementation
Abstract: In the last three
decades, thousands of companies around the world have embraced the ISO 9001
standard in their quest to improve company performance and customer
satisfaction. In recent literature, a number of authors have identified
different “levels” of ISO 9001 implementation. This study aims to analyse these
implementation levels in companies from the point of view of the customer, and
provide guidelines for future improvement.
Design/methodology/approach: Research was conducted based on the results
of the second-party audits (SPAs) of 90 suppliers, (including component
suppliers, assemblers, and wind farm operation and maintenance services), to
one of the wind power industry’s largest wind turbine manufacturers. The audits
were carried out within the ISO 9001:2008 framework and conducted by one of
this study’s authors in his role as the wind turbine company’s Director of
Global Quality.
Findings: Auditing suppliers plays a unique role in helping to isolate
system weaknesses, identify opportunities and suggest areas for improvement.
This study shows that, in terms of management commitment and culture and the
good practices of an organization, ISO 9001 certified companies implement
differing degrees of the standard. From the results of this research, a
"road map" towards improvement can be established; one that allows
companies in the sector to go beyond simply being accredited with the standard
and instead to take advantage of ISO 9001 certification as a catalyst for
change.
Research limitations/implications: This article focuses only on the wind
power sector, although its findings could be extrapolated to similar sectors of
high technology and high levels of customization.
Originality/value: While quality audits are a customary topic for
academics and researchers, few contributions are related to SPAs and their
impact on the quality control process of company suppliers. Primary data from
the SPAs of suppliers (objective data collected by one of the paper’s authors),
was used here and is one of the most valuable aspects of this paper’s contribution.
Keywords: ISO 9001, supplier
audit, second/third party audits, implementation level, factor analysis, wind
power sector
Author: Jordi Castello Dalmau,
Gerusa Gimenez, Rodolfo De Castro
Journal Code: jptindustrigg160047
