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The sustainability of ISO 9001 in a legal service organisation

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  • Daniel I. Prajogo

Abstract

This paper examines the sustainability and the changes experienced by a legal service organisation in the implementation of ISO 9001 in terms of reasons, benefits, and key success factors over an 8-year time interval. This exploratory study employs qualitative methods using a single case study approach. Data were collected through two phases of interviews, 1996 and 2004, with the same quality manager in the legal service organisation. Both interviews were based on a similar set of structured questions derived from the previous studies. Pattern matching was used to analyse and compare the 1996 and the 2004 findings. Three major findings are identified in this study. First, the internal reasons for implementing ISO 9001 are sustained, whereas the external reasons are diminished. Second, the benefits are mainly internal rather than external, and these are sustainable over time. Third, top management commitment and staff involvement are shown to be the critical factors of both the implementation and the maintenance of ISO 9001. The results contribute to a better understanding of the benefits of ISO 9001 as well as the level of commitment required to sustain these benefits. The results also show the learning process taken up by firms in better understanding the value of ISO 9001 implementation over time.

Suggested Citation

  • Daniel I. Prajogo, 2008. "The sustainability of ISO 9001 in a legal service organisation," The Service Industries Journal, Taylor & Francis Journals, vol. 28(5), pages 603-614, June.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:5:p:603-614
    DOI: 10.1080/02642060801988118
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    References listed on IDEAS

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    1. Mile Terziovski, Damien Power, Amrik S. Sohal, 2002. "From conformance to performance and continuous improvement using the ISO 9000 quality system standard," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 4(1), pages 1-23.
    2. Nelson, Phillip, 1970. "Information and Consumer Behavior," Journal of Political Economy, University of Chicago Press, vol. 78(2), pages 311-329, March-Apr.
    3. Thomas C. Powell, 1995. "Total quality management as competitive advantage: A review and empirical study," Strategic Management Journal, Wiley Blackwell, vol. 16(1), pages 15-37.
    4. Terziovski, Mile & Power, Damien & Sohal, Amrik S., 2003. "The longitudinal effects of the ISO 9000 certification process on business performance," European Journal of Operational Research, Elsevier, vol. 146(3), pages 580-595, May.
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    Cited by:

    1. Shubham Gupta & Pradeep Khanna & Umang Soni, 2023. "Analyzing the interaction of critical success factor for TQM implementation- A grey-DEMATEL approach," Operations Management Research, Springer, vol. 16(3), pages 1619-1640, September.
    2. Büttgen, Marion & Hogreve, Jens & Zechiel, Felix & Bartsch, Silke & Lorz, Tamara & Trischler, Jakob & Westman Trischler, Jessica & Kuusisto, Jari & Svensson, Peter & Keiningham, Timothy & Aksoy, Lerza, 2023. "Sustainability in Service Research," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 7(3), pages 147-173.
    3. Juan José Tarí & Carolina Madeleine, 2010. "Introducing management models in service organisations in developed and developing countries," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 789-806, October.

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