The synergistic impact of ISO 9000 and TQM on operational performance and competitiveness

Purpose: The purpose of this paper is to examine the impact of integrating ISO 9000 and total quality management (TQM) on operational performance of manufacturing organizations and their journey toward achieving world-class manufacturing (WCM) status. Design/methodology/approach: The authors used a conceptual model and its empirical validation based on a sample of 2,961 responses from one developing and three developed economies. Univariate and multivariate analyses were used to test five main hypotheses. Findings: Plants that integrate ISO 9000 and TQM progressed faster toward achieving WCM status and have better operational performance in terms of quality management, inventory management, time-based performance, and competitiveness. Research limitations/implications: The sample from the developing economy includes only 254 responses, while the one from the three developed economies includes 2,907 responses. Practical implications: Findings of this study have many implications for both academic and practitioners. These findings encourage practitioners to consider ISO 9000 and TQM as complementary, not substitutes. Social implications: Developing economies should follow the footsteps of developed economies in considering quality as a competitive advantage in global markets. Originality/value: The paper addresses in a unique and unprecedented way the synergistic impact of ISO 9000 and TQM on operational performance. The study is the first in its kind to include responses from both developing and developed economies. The development of the synergy index was never addressed before.