Vectors of innovation to support quality initiatives in the framework of ISO 9001:2000

Purpose – The purpose of this paper is to investigate hidden/less tangible dimensions of ISO 9001:2000 standard for better understanding where there are potentials for designing and implementing highly mature quality management systems (QMSs). Design/methodology/approach – Based on advanced quality tools, 80‐20 rule and inventive problem‐solving algorithms, a novel methodology is developed and applied for quantifying the value weight of ISO 9001:2000 requirements in the equation of business competitiveness, for identifying critical issues, conflicts and barriers within projects dealing with quality management system (QMS) design and implementation, as well as for defining in a systematic way innovative solutions to the challenges arising from these analyses. Findings – A quantitative assessment of the conformity that business processes have relative to ISO 9001:2000 requirements is possible even in the early stage of designing the QMS. A large number of conflicts and barriers could affect the performance of a QMS. Mature QMSs should consider innovative vectors of intervention from the early phases of their planning and designing processes. Research limitations/implications – The set of criteria and their ranks that were used to determine the value weights of the requirements within ISO 9001:2000 have been established only with a focus group of stakeholders; an extensive survey might reveal slight differences of results. Practical implications – ISO 9001:2000 provides only a generic framework for bringing quality to life. Both careful performance planning and process innovation are required to elaborate a mature QMS. Originality/value – The paper reveals a novel tool for quantifying the gap between a given quality management system and ISO 9001:2000 requirements. A comprehensive set of innovative solutions for approaching the design and implementation of a QMS in a competitive way are also provided.