ISO 9000 Certification in the UK: A Study of the Role Played by the Information Systems Organization

Elizabeth R. Towell, Kathleen L. McFadden and Joachim Lauer

Journal of Global Information Technology Management, 1998, vol. 1, issue 4, 3-16

Abstract: This study focuses on the role that information systems (IS) personnel play in the ISO 9000 certification process in the United Kingdom (UK). The objective is to study if IS personnel in the UK are involved in certification activities and to examine the impact of their involvement on internal benefits to their organization. We also compare IS involvement in the UK against that found in United States.ISO 9000 certification, once a European initiative, has evolved into a global quality objective. The number offirms certifying to ISO 9000 standards is growing dramatically each year worldwide. The UK has been a driving force in the European Union in terms of the development of quality standards, and dominates Europe in the number offirms certified.This study reveals that a great majority of ISO 9000 certification activities are completed without significant IS involvement. Quality managers in the UK identify multiple areas where greater IS involvement is desired. The findings also provide some evidence that involvement of IS personnel may benefit the organization through enhanced communication and greater quality. The implications to ISO 9000 quality managers might well be to consider an expanded role of IS personnel infuture certification activities.

Date: 1998
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DOI: 10.1080/1097198X.1998.10856238

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