Title: Total quality management and quality certification: effects in organisational performance

Authors: Marina Godinho Antunes; Joaquín Texeira Quirós; Maria Rosário Justino

Addresses: Lisbon Accounting and Business School, Lisbon Polytechnic Institute, Avenida Miguel Bombarda, 20 1069-035 Lisbon, Portugal ' University of Extremadura, Avda. de Elvas, S/n. 06071 Badajoz, Spain; Autonomous University of Lisbon, Rua de Santa Marta, 56 1169-023 Lisbon, Portugal ' Lisbon Accounting and Business School, Lisbon Polytechnic Institute, Avenida Miguel Bombarda, 20 1069-035 Lisbon, Portugal

Abstract: The purpose of this research is to analyse the relationship between TQM (total quality management) and quality certification in order to assess whether the TQM practices are indispensable assumptions that precede the quality certification in organisations, analysing likewise their impact in the organisational performance. The data were obtained through an online questionnaire, sent to small and medium-sized Portuguese companies, having being conducted the study based on responses received from 287 valid questionnaires. The findings indicate that certified companies have implemented the TQM practices; however certification does not translate into improved financial performance, leading only to operational improvement of organisations. Furthermore, the findings show that the implementation of TQM practices in organisations provides an improvement in their performance, both operational and financial.

Keywords: continuous improvement; ISO 9000; quality certification; organisational performance; total quality management; TQM.

DOI: 10.1504/IJSOM.2018.090452

International Journal of Services and Operations Management, 2018 Vol.29 No.4, pp.439 - 461

Received: 12 May 2016
Accepted: 20 Jul 2016
Published online: 19 Mar 2018 *

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