It is not what you achieve it is the way you achieve it

The paper is based on the findings of a wider research programme into the effectiveness of quality assurance implementation conducted at the University of Glamorgan. The study investigated the different approaches used towards the implementation of quality management systems in order to achieve registration to ISO 9000. The tactics and techniques of implementation adopted by companies in their efforts to achieve registration are, the authors believe, an important indicator of a system's potential. A previous study by the authors identified two distinct approaches to implementation, the comprehensive approach and the analytical approach. The research indicates that the stringent adoption of either the comprehensive or the analytical approaches may not be the ideal solution and that some adaptation of elements from each may be necessary to formulate the optimum implementation and development model. This model recognizes the connection and compatibility between the analytical approach to implementation and other motivational quality initiatives such as total quality management. The difference in approaches also fostered different corporate cultures within the host organizations, with a particular problem being the demotivation of users. The characteristics of the approaches identified reflected the findings of several authors who have conducted major research into the management of change. This management of the change process is of vital importance to companies implementing a quality management system.