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

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.