Beyond certification: a proposed framework for ISO 9000 maintenance in service

Purpose – The purpose of this paper is to propose a framework for ISO 9000 maintenance in service by identifying the critical success factors and problems of ISO 9000 maintenance in two service organisations. Design/methodology/approach – In total, 30 interviews were conducted over a period of 13 weeks with the top management, middle management, operations managers, quality executives and the management representatives of the quality system of both case organisations. Each interview took between 1.5 to 2 hours. To support the findings of the interviews, 300 questionnaires were also distributed to employees of both companies. Findings – The results showed that management and employees’ perspectives on the critical success factors of ISO 9000 maintenance are very similar. They are top management commitment, employee involvement, motivation and reward, continuous improvement, and teamwork. Meanwhile, the problems faced by both companies in sustaining the quality system can be summarised as lack of cooperation between people, lack of commitment, lack of awareness and understanding on ISO 9000, and lack of communication. Research limitations/implications – The cases being researched are Malaysian service organisations which are in the transportation industry. Therefore, the result of this research may be less applicable to service organisations in other industries and countries. Originality/value – The paper makes a contribution to the body of knowledge in the area of quality management systems and sustainability management in the service sector.