Abstract
The main motives for implementing standards are external and internal. External motives are related with aims to enter new markets, export new goods, meet customer requirements, achieve better corporate image, gain market share, or increase customer satisfaction. Internal motives occur when the organization itself wants to improve the internal system and when processes and benefits depend on the internal motives of the organization. In order to disclose the benefits of quality standards, an empirical study was conducted with quality representatives from organizations in different fields of business activity in Lithuania. The research aimed to investigate what quality management systems prevail in organizations and to reveal the motives and benefits of implementation. The empirical study found that after the implementation of quality management standards (QMS), the quality level improved; the number of incidents and defects (complaints) decreased; employee involvement and perception of quality increased; company profits increased; customer satisfaction increased; and company management was improved.
Highlights
Standards play an important role in a globalizing world, both in terms of quality of life and in economic terms; the implementation of standards in organizations remains a delicate topic
The aim of the research was to reveal what kind of motives and benefits create the implementation of quality management standards for organizations today and to evaluate if there are any changes compared to previous research studies
The research proved that the list of main motives and benefits for implementing quality management standards in organizations remains the same as it was revealed by previous studies: motives remain as a demand/pressure from the customers, while organizations want to increase market share or improve the quality of their product/services
Summary
Standards play an important role in a globalizing world, both in terms of quality of life and in economic terms; the implementation of standards in organizations remains a delicate topic. There are still no full answers to questions regarding products, provision of services, how an organization is affected by quality systems, how standards can benefit an organization, and what added value is created by complying with standards. The aim of the research was to reveal what kind of motives and benefits create the implementation of quality management standards for organizations today and to evaluate if there are any changes compared to previous research studies. The research proved that the list of main motives and benefits for implementing quality management standards in organizations remains the same as it was revealed by previous studies: motives remain as a demand/pressure from the customers, while organizations want to increase market share or improve the quality of their product/services. New benefits appeared through management— after the QMS implementation, it became easier to manage organization, and operational efficiency increased
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