Quality management practices in Indian ISO 9000 certified companies: An empirical evaluation

摘要

The evaluation of the quality management practices in this study is based on the identification of eight critical factors of total quality management, including: Product/service design. Process management. Supplier quality management. Training. Employee involvement. Quality data reporting. Role of quality department. Role of management leadership. The study has three objectives: To examine how the eight factors are being practiced in ISO 9000 companies. To study the impact of these factors on quality performance. To identify the areas for managerial action vital for integrating the ISO 9000 standard with TQM. To examine the impact of the eight factors, the following hypothesis is formulated. H_1. There is significant improvement in the quality performance of ISO 9000 companies, and there exists a negative correlation between each critical factor of quality management and the level of scrap/defect and customer complaints.