The implementation of a quality management system in the not-for-profit sector

G.R.T. White, P. Samson, R. Rowland-Jones, A.J. Thomas

    Research output: Contribution to journalArticlepeer-review

    28 Citations (Scopus)


    Purpose – The purpose of this paper is to examine the rationale for establishing a quality management
    system (QMS) by obtaining ISO 9001:2000 certification in a not for profit small to medium enterprise
    (SME) in the UK. The rationale for choosing this approach over others to achieve operational stability
    and ongoing improvement is explored and an evaluation of its effectiveness undertaken.
    Design/methodology/approach – A case study approach is adopted with the paper outlining the
    process of ISO 9001:2000 implementation in a single not-for-profit SME. The paper identifies the
    process by which the organisation prepares for certification and appraises both the changes required
    by the organisation and the scope of opportunistic improvements that resulted.
    Findings – Through the correct development of the QMS the company was able to generate
    bottom-line savings and business performance enhancement. The paper shows that when the QMS is
    developed as part of a coherent initiative, lasting performance improvements are achieved.
    Research limitations/implications – The pursuit of ISO 9001:2000 in a not-for-profit company
    provides an effective framework for similar companies to follow suit. Further analysis of ISO 900:2000
    implementation through its application in a range of similar companies is proposed.
    Practical implications – The paper concludes that the act of preparation for ISO9001:2000 in this type
    and size of organisation constitutes a radical change and proposes that a transitive version of ISO
    9001:2000 related standard, scalable forSMEs,would benefit the continued growth of this economic sector.
    Originality/value – This study highlights the potential benefits of creating and implementing a
    QMS in a not-for-profit SME through the pursuit of ISO 9001:2000 certification. It shows that the
    tangible benefits of such an approach alone do not ensure that ISO 9001:2000 remains the preferred
    quality standard.
    Original languageEnglish
    Pages (from-to)273-283
    JournalTQM Journal
    Issue number3
    Publication statusPublished - 1 Jan 2009


    • ISO 9000 series
    • Quality standards
    • Quality management
    • Non-profit organizations
    • United Kingdom


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