Case study of knowledge creation contributed by ISO 9001:2000

Abstract

ISO 9001:2000 has become a favoured system for many organisations seeking to improve its infrastructure. It also can become a point of departure for creating innovation within an organisation. This study describes organisational innovation by way of the ISO 9000 knowledge creation process. A process model that integrates ISO 9001:2000 clauses is proposed to explore knowledge creation opportunities within the ISO 9000 system. A comprehensive ISO 9000-based knowledge creation system framework in which the Socialization, Externalization, Combination and Internalization (SECI) modes, and various 'ba' proposed by Nonaka and Konno are introduced for organisational innovation toward customer satisfaction, is proposed. Empirical research, involving a case study with the thematic analysis, is presented to illustrate the proposed framework. The results of the case study reveal that the proposed framework can be easily implemented in an organisation to facilitate the creation of corporate knowledge and effectively enhance the firm's competitiveness.