Identification of barriers to improving quality management systems : The management representatives ' perspective

Purpose – The purpose of this paper is to report the results of a survey on quality management systems (QMS)-related problems faced by management representatives. Design/methodology/approach – The survey was carried out on certified organisations by means of a self-administrated questionnaire. A total of 97 organisations participated in the study. Findings – It was found that the majority of management representatives believe themselves to be well aware of the weaknesses in their respective organisations and of the underlying causes. They also maintain that they know how to overcome them. They perceive insufficient involvement on the part of managers and staff and limited resources as being far more crucial problems. Research limitations/implications – The sample only covers 97 organisations, so including more entities would be strongly recommended in any future research. This would enable grouping by general characteristics, such as businesses and public administration, for instance, and allow a comparative analysis to be conducted. Furthermore, as the data in this study were collected from management representatives and are based on their subjective evaluations, they should be set in the perspective of other viewpoints, for example those of top management and internal auditors. Practical implications – The survey data make it possible to identify the personal traits and competences required for the role of management representative. An analysis of the problems identified by means of the survey indicates that those competences should fall within the areas of internal communication, motivation and so forth. Originality/value – ISO 9001 pays little attention to the competences and role of a management representative. Empirical research on the subject is also lacking. The survey results and their analysis presented here contribute towards a better understanding of the sources of success or failure in implementing, maintaining and improving a QMS.