The implementation of a quality management system in the not‐for‐profit sector

Purpose – The purpose of this paper is to examine the rationale for establishing a quality management system (QMS) by obtaining ISO 9001:2000 certification in a not for profit small to medium enterprise (SME) in the UK. The rationale for choosing this approach over others to achieve operational stability and ongoing improvement is explored and an evaluation of its effectiveness undertaken.Design/methodology/approach – A case study approach is adopted with the paper outlining the process of ISO 9001:2000 implementation in a single not‐for‐profit SME. The paper identifies the process by which the organisation prepares for certification and appraises both the changes required by the organisation and the scope of opportunistic improvements that resulted.Findings – Through the correct development of the QMS the company was able to generate bottom‐line savings and business performance enhancement. The paper shows that when the QMS is developed as part of a coherent initiative, lasting performance improvements a...

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