A Delphi study on motivation for ISO 9000 and EFQM

Abstract

[EN] Purpose – The purpose of this paper is to analyse which are the motivations for implementing two of the most important models for Quality Management practice popularized in recent years – ISO 9000 and EFQM models. Design/methodology/approach – This paper provides a qualitative survey carried out using the Delphi methodology, triangulated with the results of other surveys carried out previously, as well as with the information gathered by means of several in-depth interviews carried out with the experts that participated in the Delphi-panel. Findings – The paper finds strong consensus among experts of different backgrounds that external factors cause companies to implement the ISO 9000 standard. On the other hand, reasons for implementing TQM systems seem to be more varied. Research limitations/implications – The research in this paper is limited to Spain; studies in other countries should be conducted to compare the results obtained. Practical implications – In this paper there is a greater understanding of the motivation to implement ISO 9000 and EFQM based on the opinion of managers, consultants, academic specialists and members of institutions. Originality/value – The paper finds a new methodology for examining the motivation to implement ISO 9000 and EFQM.