| ISO 9000 is an international standard for Quality Assurance and is the focus of this research. ISO 9000 defines twenty elements of Quality Assurance and sets minimum requirements for their use. While the ISO 9000 standard has gained international acceptance as a potential specification for a Quality Assurance system, many questions have also arisen. First of these is, how well do the twenty elements of ISO 9000 represent a functional Quality Assurance system. Second is, does certification to meeting ISO 9000 requirements result in improved performance. This research addresses the underlying theoretical framework for ISO 9000 as a Quality Assurance system, and the performance resulting from implementation of such a system.;Two models were developed: (1) to understand the use of ISO elements in a Quality Assurance system, and (2) to study the system effectiveness and performance of such a system. The first model studies the underlying dimensions of a Quality Assurance system, based on the elements of the ISO standard and review of the Quality Assurance literature. The second model compares the effectiveness of such a system and performance results, addressing the research question of the benefits or lack of for ISO 9000 certification.;The methodology used to achieve the research objectives and model development initially included extensive literature review and interviews with manufacturing firms. Based on these initial studies, a questionnaire was developed to explore the importance, nature, interrelationships, and benefits of the twenty ISO 9000 elements. Exploratory factor analysis, along with literature review, was used to identify underlying model components or dimensions of an ISO 9000 based Quality Assurance Model. Moreover, structural equation modeling (LISREL) was used to test the hypothesized relationship of model components in an overall Quality Assurance system.;In addition, structural equation modeling was used to study system effectiveness and performance. Finally, contextual variables were studied, using MANOVA to look at the dependent variables of system effectiveness and performance. Two levels of independent variables were used such as sales volume, numbers of employees, European business, and export/non-export companies.;The use of exploratory factor analysis identified the underlying model components of an ISO 9000 based Quality Assurance system. These components are system management, product design, ancillary services, process quality management, and system effectiveness. Structural equation modeling established the relationships among these model components as well as the cybernetic nature of a Quality Assurance system.;Furthermore, the research confirmed a positive relationship between establishing an effective Quality Assurance system and firm performance, such as increasing market share and improved product quality. The MANOVA results confirmed that small firms achieve greater system effectiveness and better performance results than large firms. Overall, the work presented in this dissertation offers the first empirically based research study of the benefits of an ISO 9000 based Quality Assurance system, as well as the development of a model base for further research. In addition, the model developed offers insights for practitioners for ISO 9000 implementation in a company. |
