The effect of system design type on ISO 9001 implementation outcome: a proposed conceptual framework and future research agenda

摘要

This paper aims to discuss ISO 9001 based quality management system design type and propose a conceptual model that explains the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Furthermore, this paper aims to identify future research agenda on the topic of ISO 9001 based management system design type. This paper is a conceptual paper which is formulated based on the analysis of ISO 9001 standard, ISO 9001 standard's supporting documents, and the result of previous empirical studies on ISO 9001 and/or quality management. We propose two ISO 9001 based quality management design system types namely "Procedural Approach" system design type and "Process Approach" system design type. We then formulated a conceptual model and three propositions to explain the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Future research agenda was identified. The conceptual models and the propositions have to be empirically tested. Furthermore, future research should empirically address the research agenda identified. This paper is believed to be the first paper that specifically discusses ISO 9001 based quality management design system type.