Quality Management System Certification Research Articles

Modeling the impact of an ISO 9001 certified quality management system on the organizational performance of Moroccan services firms

Statistical modeling serves as a valuable tool for analyzing and resolving complex issues through the application of mathematical and statistical techniques. In the Moroccan context, where the services sector contributes more than 50% to the national wealth, there is a noticeable absence of such applications to gauge the impact of the ISO 9001 certified quality management systems on the organizational performance of companies. To address this gap, we have constructed a causal model to quantify the strength of causeand- effect relationships among the following key elements: • processes within a quality management system and their impact on organizational performance, • the influence of management responsibility process on all aspects of the quality management system, and • the relationship between the organizational and financial performance. This model is developed using Structural Equation Modeling (SEM) and estimated through the Partial Least Squares (PLS) approach, utilizing the XL-Stat software. The research involved a sample of 55 Moroccan service firms certified with ISO 9001 across various sectors. Face-to-face surveys were the primary data collection method, engaging multiple executives within the organizations. The findings of this research validate our conceptual model, revealing that: • certain processes within the quality management system positively and weakly correlate with the organizational performance, • the 'Management Responsibility' process has a positive influence on all aspects of the quality management system, and the organizational performance strongly and positively impacts the financial performance. Moreover, our model facilitates the computation of direct and indirect effects among its components, transforming cause-and-effect relationships into structural equations. Our research contributes to enhancing the understanding of the dynamics between quality management systems and the organizational performance in the Moroccan service sector.

The credibility of external audits of management systems – the audited enterprises’ perspective

Purpose This paper deals with external audits, which are now commonly used in many industries (e.g. food, automotive and electrical). This study aims to assess whether a given organization meets the specific criteria. If the audit ends with a positive result, information about it is provided to selected interested parties, e.g. clients or contractors. Credibility is pivotal in adding value for all interested parties within the audit processes. This study seeks the factors which, in the opinion of the audited enterprises, have the most decisive impact on the credibility of external audits. Design/methodology/approach In keeping with the extant literature, research questions were developed regarding the factors influencing the credibility assessment of external audits. Data collected from 100 companies in the Polish food sector were used to construct the model and carry out statistical analyses. Linear regression analyses were also applied to determine the key factors influencing the credibility of audits. Findings This study is part of the research trend on the rationality of external audits and certification of quality management systems. This paper identifies nine main factors shaping the credibility of external audits. Two of them have the most decisive influence on credibility. The first one is the professional audit method (procedure). The second factor is the auditor’s knowledge of the specificity of the audited area. Research limitations/implications This study did not consider the impact that the image/credibility of the organization represented by the auditors may have on the reliability of audits. This is one of the fundamental limitations that should be considered when analyzing the obtained results. To recognize this type of dependence, additional research should be carried out. Another limitation is that the research covers the food industry only. It would be interesting to know the situation in other types of industries. Practical implications This paper looks at the possibility of increasing the added value for audited enterprises. The proposed model can be used by managers of organizations conducting external audits and auditors to effectively use resources for process improvement, influencing the maximization of credibility of activities in the area of conformity assessment. Originality/value The originality of this study lies in adopting the perspective of audited enterprises in assessing the credibility of audits. To the best of the authors’ knowledge, this is the first study that adopts this approach. This paper contributes to the literature, particularly to better understand audited enterprises’ behavior (trust in audit results, satisfaction with audits, etc.).

Readiness of Local Educational Institution for ISO 9001:2015 Quality Management System Certification: A Comprehensive Analysis

Business certifications and accreditations are increasingly crucial for organizations, especially in educational institutions, to demonstrate service quality and gain a competitive edge. Quality management systems (QMS) will support these objectives and enhance product and service quality. This study specifically examines the readiness of local educational institution for ISO 9001 Quality Management System certification. It also evaluated the degree of impact among the respondents in terms of compliance with the QMS standard clauses. Additionally, the study identified the challenges faced by local educational institutions in obtaining ISO certification. The research design employed a descriptive approach and a survey questionnaire. Stratified random sampling was used to select a sample of 215 administration and academic personnel. The findings indicated that the assessment level for ISO 9001 is ready. However, among independent variables, leadership is the most important factor in demonstrating a high level of readiness for ISO certification. It emphasizes the importance of adhering to quality management requirements. Furthermore, the assessment differed when respondents were grouped according to their profiles. In addition, the respondents identified moderate issues related to resistance to change and a lack of proper organizational structure. Therefore, local educational institution must view certification as an ongoing commitment rather than a one-time project. They should establish routine processes to maintain the ISO standard, improve the institution’s image, and raise employees’ awareness of the QMS in their day-to-day operations.

Why organizations do not use the information obtained during auditing for improvement – identifying the reasons

Purpose: The aim of the article is to examine the reasons why organizations do not use the information obtained in the audit process. Design/methodology/approach: For the realization of the work we used the results of our own research of organizations that have certified quality management systems for compliance with the requirements of ISO 9001. The information obtained relates to organizations operating in the territory of Poland. Findings: Organizations conducting quality management system audits acquire a variety of information that should be used for management purposes. Some organizations have serious problems with acquiring data and processing it, and using the information for decision-making and improvement-oriented activities. The paper identifies 10 potential reasons why organizations do not use information from the audit process. A comparison was made between the causes found in internal and external audits. An analysis of each of the identified causes was carried out, paying attention to their origins. Attention was paid to the connections between the causes. Directions for eliminating problems were indicated. Practical implications: The results obtained have practical application. Organizations with an awareness of the causes of problems are able to take, both corrective action and preventive action. In the first case, it is about taking corrective actions to existing problems. In the second case, it is about preventive actions, which should prevent a problem from arising. Social implications: The results obtained have social implications. They draw attention to the need to build a pro-quality and improvement-oriented awareness. Originality/value: The article for the first time identifies the causes of problems arising in organizations in the context of the use of audit information. Attention is paid to the mechanism of disorders and ways to eliminate them are indicated. The article is especially recommended to the top management of organizations that conduct system audits. Keywords: audit, information management, quality management system, improvement. Category of the paper: viewpoint.

Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance

Purpose: According to ISO 9000:2015 “the primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations”, where “a customer can be internal or external to the organization”. Internal customers refer to a company’s employees, while external customers are the buyers of a company’s products and services. Previous research has scrutinised the impact of ISO 9001 on company performance, without clear focus on the performance related to internal and external customers. Methodology/Approach: The purpose of this paper is to measure the impact of ISO 9001 on the performance to internal and external customers using a survey that has been responded by 141 companies in the Republic of Serbia. Findings: The results show that quality management system (QMS) certification to ISO 9001 enhances employee- and customer-related company performance, while certification incentives are found to influence this relationship. Research Limitation/Implication: The data are gathered in only one specific country, although there are no reasons to think that the results could depend of the specific analysed region. Originality/Value of paper: The main value of the article is to be one of the first ones to analyse, in any way, the impact of QMS on internal and external customers.

Proposal of a causal model measuring the impact of an ISO 9001 certified Quality Management System on financial performance of Moroccan service-based companies

Implemented by an increasing number of organisations worldwide, the ISO 9001 standard for quality management received considerable attention in the existing literature. Researchers worldwide have found positive, negative and even mixed effects of ISO 9001 certification on firms’ performance, while in Morocco this issue has been rarely examined. It is the combination of these observations that led to this study. The aim of this paper is to test and validate a causal model designed to measure the performance of an ISO 9001 certified Quality Management System (QMS) and its impact on a company’s financial performance. By means of this causal analysis/model, the study examines the relationship between: • QMS and the financial performance of 41 companies based in Morocco; • the management responsibility process and all the QMS processes; • the management resources process and all the QMS processes; • the organisational and financial performance of the studied companies. All of the considered firms are part of the service industry and range from medium-sized to large companies. The data gathered in this study have been instrumental in devising actionable insights. The Statistical Package for the Social Sciences (SPSS) was the statistical software platform that enabled the use of a linear regression analysis to prove the positive correlation between the above-mentioned elements.

Organizaciona kultura kao faktor uspešne implementacije TQM koncepta

Continuous work on quality improvement in all business domains, based on employee teamwork and process orientation, is one of the key predictors of maintaining and improving the company's existing competitive position. Organizational culture, as a key factor of the company's internal environment, is an important determinant of the implementation of the concept of total quality management (TQM concept), which is directly reflected in the generation of TQM performance improvement. The conducted empirical research includes a sample of 64 manufacturing companies, with a certified quality management system, in the territory of the Republic of Serbia. Their business practice indicated the existence of a strong direct correlation between the dimensions of organizational culture -the principles of the TQM concept -TQM performance, which is an indicator of the significant impact of organizational culture on generating improvements in any domain of implementing the quality management philosophy and reaching the level of business excellence. The contribution of the paper is reflected in the expansion of the knowledge base and a better understanding of the mutual relationship between internal organizational relations and the quality improvement process.

Comparison of the use of ICT resources of ISO 9001 certified SMEs and non-certified SMEs in Hungary

Digitisation and the use of information and communication technologies (ICT) is a must for small and medium enterprises (SMEs) to keep up with the global competition. ICT is part of the ten pillars of competitiveness. Quality management systems need information and analysis of data. The adoption ladder approach shows how a company can introduce ICT to its operations. The current research is based on a survey of 1,381 Hungarian SMEs according to their use of ICT and their implementation of ISO 9001 certified quality management systems. The results show a clear advantage of SMEs with ISO 9001 certified quality management systems in the use of ICT. This advantage includes the higher likelihood of using computers in networks, having internet connections, using e-mail, having websites, and using specialised software. The biggest advantage of ISO 9001 certified companies was found in having English language websites and using specialised software.

Odpowiedzialność menedżerów w systemie zarządzania jakością

Responsibility of managers in the quality management system A certified quality management system is one of the sources of the company’s operational competitive advantage and a factor in the formation of the company’s operational value. In addition, it reduces operational risks associated with, among other things, producer liability and its consequences (marketing, financial). For meeting the requirements of the ISO standard for a quality management system, top management: bears the responsibility associated with specific roles (functional responsibility) and takes responsibility for decisions. In addition, it should act responsibly in the internal and external environment of the organization. In legal terms, responsibility is related to the accountability sanctions in the quality management system, which are derived from its requirements for top management. Accordingly, failure to meet the requirements of the quality management system can be considered an act to the detriment of the owners of the enterprise, for which managers are liable under the terms of the Labor Code.

PRODUCT QUALITY MANAGEMENT AT THE ENTERPRISE IN THE CONDITIONS OF UKRAINE’S ENTRY INTO THE EU

The peculiarities of the concept of Total Quality Management (hereinafter – TQM) in the activities of domestic enterprises in the conditions of the implementation of the European development vector of Ukraine were studied. It is indicated that the guarantee of the enterprise's activity on the basis of sustainability is its competitiveness. It is emphasized that ensuring the proper quality of the performed works and services is one of the important tasks that are solved at the enterprise within the framework of management activities. Attention is focused on the fact that in modern conditions of economic development, quality is a general set of characteristics of products (work, services), which are part of (are a component of) marketing, development, production and maintenance, with the help of which products (work, service) must meet needs at a price the consumer can afford. Quality management is defined as a continuous process of influencing production through the consistent performance of logically interrelated functions to ensure product quality. It has been investigated that effective management of the quality of goods, works and services can be ensured by creating a quality management system at the enterprise. It is noted that today in quality management at the enterprise, a certified quality management system is important, which is a guarantee of high stability of quality characteristics of products, goods and services. The quality system certificate allows the enterprise to maintain a competitive advantage in the market. It was emphasized that a significant impetus for the creation of international standards of the ISO 9000 series can be considered a significant increase in consumer demands for product quality.These requirements are regulated by relevant regulatory documentation (standards, technical conditions and regulations). It is noted that the quality management process should cover all the stages of production. It is indicated that, regardless of the direction of the activity of the business entity, the quality policy declared by the top management of the enterprise must ensure such a level of quality that guarantees the optimal profit of the enterprise. Ways to achieve this goal can be different and are determined by the general market strategy of the enterprise. It was concluded that modern quality management at the enterprise, regardless of the forms of ownership and scale of production, should optimally combine actions, methods and means that ensure, on the one hand, the production of products, goods and the provision of services that meet the current requirements and needs of the market, and on the other hand, the development of new products capable of meeting future market demands and needs.

Впровадження DO-254 в процес розробки регуляторів авіадвигунів

The experience of JSC Element, a certified developer and manufacturer of components for aviation equipment, is described in terms of introduction into the product development process, namely, their hardware, the requirements and recommendations of the RTSA DO-254 avionics design assurance manual, similarly earlier implemented RTSA DO-178 for the firmware of said products. The need to introduce these documents developed by the Radio Technical Commission for Aeronautics is due to the desire of domestic developers and manufacturers of aircraft products to integrate into the system of international cooperation in the field of aircraft manufacturing. Brief results of the comparison of the requirements of DO-254 with the requirements of the national standard DSTU 3974–2000 for development in terms of the sequence of stages and the content of work are given. It is shown that, working in accordance with the requirements of the current domestic system of standards, Ukrainian development enterprises (including Element JSC) sufficiently ensure the completeness of the passage of what is called in the implemented Guide DO-254 "life cycle of hardware design" and that the main differences are in the form of documentation of development processes and results. Differences in the concept of planning according to DO-254 and in domestic practice are considered, and analogies are redrawn between plans in the interpretation of DO-254 and documents traditional for the system of domestic standards. In terms of the practical development of the forms and methods for documenting the life cycle processes of the development of onboard equipment, the company JSC "Element" is currently at the initial stage, introducing them for the first in the development of the RDC-450M-117V regulator for the aircraft engine TV3-117VMA-SBM1V. The prospects for the work of the enterprise in this direction are outlined, including the integration of the requirements and recommendations of DO-254 into the system of enterprise standards operating within the framework of a certified quality management system.

Standardisation of the Social Responsibility System as a Tool for Business Sustainability

Purpose: The purpose of the research is to design an innovative model for implementing the integrated corporate social responsibility management system based on the progressive, internationally recognised ISO standards. Methodology/Approach: This paper analyses the development, current state and trends in implementing the corporate social responsibility system, emphasising the applied approaches and models in the context of possibilities and barriers to their implementation and acceptance in the global markets. Findings: New market conditions in the global markets within sustainable development require the certification of quality management systems. From this point of view, the integration of management systems is vital, and it brings synergetic effects. Developing the future concept for corporate social responsibility management and sustainability is inevitable. Research Limitation/Implication: In the meantime, there is no ISO standard as the model for management and the system of social responsibility in the integrated system. The issue is still poorly formalised, developed and appreciated in social practice. The newly revised ISO standards with a 10-element HLS structure and their development and constant addition provide space for the innovative modelling of the social responsibility system in integration with the management of other aspects of the organisation. Originality/Value of paper: The paper is original due to its focus on the implementation of the social responsibility system in accordance with the latest and newly revised ISO standards in the integrated system form.

An Analysis of Barriers to the Implementation of an ISO Certified Quality Management System for National Meteorological and Hydrological Services in the Anglophone Caribbean

AbstractAeronautical Meteorological Offices under National Meteorological and Hydrological Service provide critical meteorological, hydrological, ocean and climatological information that sustain air navigation safety, efficiency, and regularity. Thus, to quality assure the information, the International Civil Aviation Organization recommended in 2002 that Aeronautical Meteorological Offices should implement ISO 9001 quality management system, which was subsequently standardized and became effective on 15 November 2012. There has been a slow movement towards adoption due to a number of barriers. In July 2019, 52% of Aeronautical Meteorological Offices commenced transition to the fifth iteration, ISO 9001:2015. A range of studies have investigated the barriers to successful quality management system implementation and certification within various organizations. However, only one study examined the Aeronautical Meteorological Offices and none of them covered the Anglophone Caribbean. Hence, the demography of the sample for this study is unique and this paper will contribute to filling the gaps in the literature. This exploratory study aims to identify the barriers, investigate their impacts, and propose recommendations to assist the Aeronautical Meteorological Offices to fully implement the ISO standard. Trinidad and Tobago Meteorological Service was selected as a case study due to its progress in the quality management system implementation and the scope of its operations. The study used and triangulated data collected from secondary sources (desktop research) and primary sources (survey and interviews). Seventeen barriers were identified and formed the new empirical framework for the Aeronautical Meteorological Offices in the Anglophone Caribbean. Most barriers were in the category of resources. The findings have significant implications for the policymakers, especially executive management, to address the barriers that are risks to sustainable quality management system.

Problems of managing the process dental care in certified quality management systems

Problems of managing the process dental care in certified quality management systems

Problems of regulating the quality of medical care in Ukraine and the main directions of their solution

Improving the quality of health care remains problem of the day for world health systems. Recognized quality management tools are used in Ukraine. However, a series of studies indicate the need for their improvement.. The aim of this work was to determine the features of the application of international instruments for regulating the quality of medical care and to substantiate the conceptual directions of their improvement in Ukraine. Materials and methods of research used: systemic approach; comparative analysis; bibliosemantic; conceptual modeling; scientific literature sources, including systematic reviews from the PubMed database; domestic legal documents. Main results: unlike international practices, professional activity of doctors is not licensed in Ukraine. The economic activity of health care institutions and individuals-entrepreneurs engaged in medical practice is subject to licensing. Аccreditation standards have not been revised since 2013. Domestic adaptation of clinical guidelines has been suspended for several years. Certification of quality management systems is administratively related to accreditation. All quality management tools are strictly regulated by the Ministry of Health, without the involvement of local governments, public patient organizations and health professionals. Conceptual directions of improvement of tools of quality regulation are offered: adoption of the law on professional licensing of doctors; creation of an independent accreditation agency; updating the content of accreditation standards, supplementing them with patient safety standards in accordance with international criteria; creation of methodological support for accreditation and certification; training of accreditation inspectors; introduction of tracer methodology in order to verify compliance with accreditation standards; resumption of adaptation of international clinical guidelines at the health sector.

Resource support of certified quality management systems of dental care

Abstract. Standards for quality management systems require support for the system resources: human, infrastructure, process environment, knowledge, competence, awareness, communication, documented information. Objective. To conduct a systematic analysis of resource management in certified quality management systems of dental institutions; suggest ways to improve it. Materials and Methods. Forms №№ 17, 20 of the state statistical reporting, internal documents of municipal non-profit enterprises: "Zhytomyr Regional Dental Medical Association"; Kharkiv Regional Council "Regional Dental Clinic"; "Chernihiv Regional Dental Clinic of the Chernihiv Regional Council" were used (a total of 37 units). Methods: medical and statistical; system approach; content and comparative analysis; graphic. Results. It has been established that the institutions are provided with highly qualified competent medical staff, but there are no dental hygienists among the positions and individuals of specialists, which overloads dentists with simpler preventive procedures. At the same time, preventive measures are important to prevent the development of caries, periodontitis and diseases of the oral mucosa. There is no widespread involvement of employees in freelance organizational structures, monitoring and internal audit of processes and quality management systems. Heads of institutions did not organize the development and implementation of local clinical protocols based on evidence data. Dental care technologies are regulated by industry standards developed in 2004 on the basis of professional consensus. Clinical pathway of the patient, as organizational regulations of dental care, are descriptive textual in nature, the direction of the patient's movement is not traced, as well as the sequence of interaction of structural units - participants in the treatment and diagnostic process. Clinical quality indicators are not implemented in institutions and are not subject to calculations and monitoring. This creates risks for the effectiveness of patient-centered dental care. External and internal interactions of institutions and their structural units are unclear; there is a shortage of medical equipment; modern digital technologies are used to a limited extent for internal and external communications. Conclusion. Opportunities for the implementation of quality management, laid down in the standard, in each dental institution in the real conditions of its operation are not fully used, which requires the attention of heads of institutions in problematic areas.

Identification of leading factors supporting decisions in preventive quality management

Purpose: The main aim of the article is to present the results of research of entrepreneurs who maintain a certified quality management system in terms of leading factors supporting decisions of a preventive approach to management. Design/methodology/approach: Interview method conducted in manufacturing companies with an implemented and certified quality management system using CATI technique Findings: Research has shown that in large industrial enterprises the key stimulants of preventive actions are, above all, efficient information flow, technical and organizational order, as well as consistent pursuit of the goal. Smaller enterprises put the main emphasis on maintaining good relations with the environment, safety and ergonomics of work, as well as skillful selection of suppliers. Research limitations/implications: The authors of the paper see the need to continue research in the field of in-depth analysis of selected factors in relation to the effectiveness of the actions taken and the possibility of supporting information. Practical implications: Entrepreneurs with knowledge of key stimulants will make decisions more consciously and focused on a targeted analysis of data in order to search for relevant premises to prevent non-compliance. Originality/value: This paper concerns key factors influencing a preventive approach that can support decision-making. For the purposes of multicriteria decision-making processes, it is valuable to know the key stimuli characteristic of effective preventive actions. An additional value of the article is the showing of the factors with a differentiation by company size. This enables a more relevant focus of the research results. Keywords: decision making, prevention of non-conformities, quality management. Category of the paper: Research paper.

Declaration of conformity in the field of metallurgical production

At present, the declaration of conformity in Russia is a priority form of confirmation of the conformity of products to the requirements of technical regulations. Technical regulations are documents containing mandatory requirements for products, methods and forms of assessment, approved by the decision of the Supreme Eurasian Economic Council, acting on the territory of the Eurasian Economic Union and being mandatory for execution and compliance. A list of technical regulations has been established, for compliance with which the declaration of conformity of products in the field of metallurgy is carried out. The sources of risk of the process of declaration of conformity have been identified and their causes have been established. Among these sources are selection of product samples; on-site testing of products, samples or their study as a representative of all subsequently manufactured products; assessment of test (research) results from the standpoint of visibility of product compliance with the requirements of technical regulations; production control; study of a sample for the planned production as a typical representative of a product used at hazardous production facilities; analysis of the technical documentation submitted by the applicant and its preliminary assessment; assessment of the risk of harm when applying the requirements proposed by the applicant; quality management system (QMS) certification. On the basis of risk management, conformity declaration schemes have been established, with the use of which the likelihood of products hazardous to the consumer appearing on the market is greatest - 1D, 3D. The content of the documentation on the applicant’s production control when declaring conformity is proposed - technological equipment, personnel, measuring instruments, documentation (design, technological, registration and accounting), infrastructure (territory, production facilities, transport, etc.), incoming control, special processes (operations), acceptance control and periodic testing, marking of finished products. A list of national standards of the Russian Federation is presented, which make it possible to implement all stages of the declaration of conformity by the applicant.

Qualitätssicherung bei hämatoonkologischen Schwerpunktpraxen

HintergrundDie regelmäßig erscheinenden Qualitätsberichte der hämatoonkologischen Schwerpunktpraxen umfassen primär Abrechnungsdaten und Ergebnisse von Patienten- und Mitarbeiterbefragungen sowie aktuelle projektbezogene Ergebnisse. Um darüberhinausgehende Informationen zur Strukturqualität zu erlangen, wurde eine zusätzliche Erhebung bei den hämatoonkologischen Praxen durchgeführt.Ziel der ArbeitZiel waren Analyse und Darstellung struktureller Qualitätsmerkmale der hämatoonkologischen Schwerpunktpraxen.Material und MethodeEs erfolgte eine Online-Befragung der Praxen mit mindestens einem Mitglied im Berufsverband der Niedergelassenen Hämatologen und Onkologen in Deutschland im Jahr 2019 zu Praxismerkmalen, berufspolitischen Themen sowie Qualitätsmanagement und Vernetzung.ErgebnisseVon 372 angeschriebenen Praxen haben sich 130 an der Strukturdatenerhebung beteiligt (35 %). Hinsichtlich der Themen Qualitätsmanagement und Vernetzung zeigen die Daten, dass über 60 % der Praxen ein zertifiziertes Qualitätsmanagementsystem haben. Fast alle Praxen (94 %) sind mit mindestens einem zertifizierten Zentrum vertraglich verbunden und nehmen regelmäßig an Tumorkonferenzen teil (98 %). An klinischen Studien nehmen 77 % der Praxen teil.SchlussfolgerungenDie Ergebnisse der Strukturdatenerhebung 2019 liefern Einblicke in Qualitätsmerkmale der hämatoonkologischen Schwerpunktpraxen und belegen eine starke sektorenübergreifende Vernetzung dieser Praxen in Deutschland.

Lessons learned from quality management system ISO 9001:2015 certification: practices and barrier identification from Brazilian industrial companies

PurposeThis study used a qualitative approach on five case studies in Brazilian industrial companies. The research used interviews, document analysis and on-site visits to collect and analyze data. The companies were selected based on the following criteria: operating in the industrial sector, updating their quality management system (QMS) process to ISO 9001: 2015 and agreeing to participate in this study.Design/methodology/approachThis article aims to investigate the strategies of industrial companies adopted for ISO-9001:2015 certification in light of the six major advances concerning the previous version. Thus, QMS of other organizations can incorporate identified lessons learned, whether certified or not.FindingsThe main finding of the research is the systematization of a set of lessons learned in the experiences of implementing the six significant advances of ISO 9001 concerning the previous version by industrial companies in the State of São Paulo in Brazil. These lessons can and should be used by other organizations to improve their QMSs.Practical implicationsThe practices identified in this empirical research can serve as benchmarking to assist quality managers from other companies in QMS certification based on ISO 9001: 2015 or even those not certified but interested in updating their QMSs. Therefore, lessons learned can significantly minimize efforts to improve your projects, processes, products and services. These findings can also help industrial companies improve their production efficiency and effectiveness through quality improvement.Originality/valueThe main novelty of the research is the consolidation of theoretical and practical analysis of the main changes in the latest version of the ISO 9001 standards. The efforts to fulfill those changes result in lessons learned. The “lessons learned” will form a new block of knowledge that will subsidize theoretical (new research) and practical (formulation of a new ISO 9001 standard and helps quality managers improve their systems).