Title: The discrepancy between goal expectation and goal achievement of ISO 9000 internal benefits: evidence from Egypt

Authors: M. Tawfik Mady

Addresses: Department of Quantitative Methods and Information Systems, College of Business Administration, Kuwait University, P.O. Box 5486, Safat 13055, Kuwait

Abstract: This paper provides two reliable and valid constructs, |human resources development| and |cost reduction|, for measuring ISO 9000 expected internal benefits. In a sample of 50 Egyptian certified plants, expected benefit, perceived achievement and the difference (gap) between them are presented. The study also investigates the effects of plant characteristics on these benefits and gaps. Findings support the existence of significant gaps between the level of expectation and the level of perceived achievement of all goals. Egyptian firms did not get what they asked for when applying for ISO 9000 certification. The findings also reveal that none of the plant|s characteristics has any significant effect on its level of expectation and/or perceived achievement. Disappointment appears generally among all manufacturing units and among all types of certification. Finally, the use of goal expectation as predictor of goal achievement was confirmed for each of the two internal benefit groups.

Keywords: manufacturing industry; ISO 9000; quality standards; International Organization for Standardization; internal benefits; company performance; gap analysis; goal expectation; goal achievement; Egypt; human resource development; HRD; cost reduction; certified plants; expected benefits; perceived achievements; factories; certification; plant characteristics; factory characteristics; expectation levels; disappointment; manufacturing units; productivity; quality management.

DOI: 10.1504/IJPQM.2011.041098

International Journal of Productivity and Quality Management, 2011 Vol.8 No.1, pp.64 - 84

Published online: 07 Jul 2011 *

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