The impact of ISO 9001 standard and the EFQM model: The view of the assessors

Abstract

The aim of this article is to evaluate the impact of both the ISO 9000 standard and the European Foundation for Quality Management (EFQM) self-evaluation model, the total quality management model most employed in Europe. In order to directly compare the results obtained by the two models, we analyse them together in the same temporal frame, using the same methodology, but in a new way, utilising a sample of independent assessors of quality management models. To this end, we first performed a number of objective analyses of data regarding the impact of the models, data obtained from the ISO and EFQM international organisations themselves. We then conducted a survey of 107 experienced and independent quality-management assessors, followed by a personal interview of various stakeholders involved in the adoption of the models. The results obtained pertain to the different motivations of organisations for implementing ISO 9000 standards and the EFQM model, the obstacles detected in this implementation, the degree to which both are actually adopted and the results of the models. In this article, we also highlight the differences in the way that the two models are adopted.