ISO 9000 as an organisation development intervention

Abstract

Purpose

The purpose of this paper is to investigate the nature of ISO 9000, illustrate how ISO 9000 can be implemented in face of strong resistance to change, and demonstrate how comprehensive work redesign for higher organisational effectiveness can be realised through ISO 9000 implementation.

Design/methodology/approach

A novel model and process for ISO 9000 implementation in an Indian public sector manufacturing industry have been described. After successful implementation in several production units, the model was examined for congruence with well‐known frameworks in Organisation Development (OD).

Findings

The model has congruence with several OD frameworks. It complements OD by harnessing organisational knowledge through creative involvement of organisational members, adopting three‐tier working to involve the organisation at different levels, employing three‐phase execution to sustain organisational members' motivation throughout the programme; and realising comprehensive work redesign while attaining ISO 9000 certification.

Originality/value

The study show‐cases ISO 9000 as an excellent OD intervention.

Citation

Srivastav, A.K. (2011), "ISO 9000 as an organisation development intervention", The TQM Journal, Vol. 23 No. 3, pp. 313-325. https://doi.org/10.1108/17542731111124361