ISO 9001 based quality management systems and organisational performance: a systematic literature review

Abstract

Currently, there is no definitive conclusion in the literature regarding the relation between quality management systems and organisational performance. Beyond that, a few studies analyse if the maturity level of quality management systems and of processes affect organisational performance. Given these gaps, this paper shows a systematic literature review about quality management and organisational performance in the period between 2000 and 2017. For this, the search terms ISO 9001 and performance were consulted on the databases Emerald Insight^®, Science Direct^® and Web of Science^®. The results showed that the majority of the studies found a positive relation between ISO 9001 implementation and one or more dimensions of organisational performance. Among those performance dimensions, operational and market performances have shown a greater relation with ISO 9001 implementation. The present review also indicates the lack of a consolidated model for evaluation of the management system’s maturity level and the non-consideration of aspects related to process management in studies about ISO 9001 and organisational performance. Those gaps may be addressed in future researches on quality management systems and organisational performance as indicated in this study.

Keywords:

• quality management systems
• ISO 9001
• process management
• organisational performance
• systematic literature review

Disclosure statement

No potential conflict of interest was reported by the authors.