An analysis of the degree of small companies' dissatisfaction with ISO 9000 certification

Abstract

The aim of this research is to analyse the dissatisfaction that ISO 9000 has created in small companies. Certification is only a guarantee that the company is using a quality management system according to a list of requisites and procedures. However, the benefits that have been attributed to ISO 9000 have often been overstated, so that companies tend to generate high expectations that are difficult to realize completely. This idea is tested over a sample of 131 small certified companies in Spain. The effect of time on the achievement of advantages and the satisfaction of expectations from ISO 9000 is also tested.

Keywords:

• ISO 9000 certification
• certification benefits
• small companies.

Acknowledgements

The authors gratefully acknowledge the financial support of the Spanish Ministry of Science and Technology (Research Project SEJ 2004-03888/ECON) and the Regional Ministry of Education and Culture in Castilla y León (Research Project SA093A05).

Notes

1. Castilla and León is one of the 17 Spanish regions. It is located on the Middle West, close to Portugal, and it is one of the more extensive regions of Spain, although also one of the less populated.