1. bookVolume 27 (2021): Issue 2 (June 2021)
Journal Details
License
Format
Journal
First Published
30 Mar 2018
Publication timeframe
4 times per year
Languages
English
access type Open Access

ISO 9004 - A stimulating quality management standard for the creative leaders of contemporary sustainable organizations

Published Online: 12 Jun 2021
Page range: 148 - 155
Received: 15 Mar 2021
Accepted: 14 Jun 2021
Journal Details
License
Format
Journal
First Published
30 Mar 2018
Publication timeframe
4 times per year
Languages
English
Abstract

International management standards can provide organizations with challenging opportunities only if they understand the intended aims and features of those standards and apply them creatively and integrated into their business management. For that to happen, the business leaders of the organizations play the key role. For this subject, this discursive article focuses on the ISO 9004 quality management (QM) standard, which is one of the international management standards, which can be applied to all kinds of organizations. In addition to the opportunities, this article discusses difficulties and pitfalls associated with the ISO 9004 standard, and their possible solutions in practical implementations.

The authors highlight aspects of how ISO 9004 can be considered as the most challenging standard in the ISO 9000 series of the QM standards. However, many organizations, which have not acknowledged the differences and relationship of the ISO 9004 and ISO 9001 standards, often apply the ISO 9000 standards in inadequate ways and hence have not the ability to exploit the potential opportunities of the standards. Especially, ISO 9004 considers QM from the entire business point of view and aims at the quality of the whole organization. ISO 9004 standard can provide QM guidance to achieve sustained success even in complex, demanding and ever-changing contemporary business environments, including the challenges of the 4th industrial revolution.

This article gives ideas and creative theoretical and practical views for the ISO 9004 implementations. The aim is to emphasize that, according to ISO 9004, the organization’s identity and its differentiating competitive advantages are the bases for the quality of the organization and its sustained success. In this context, each organization has its own and always existing QM realization, which cannot be separated from business management and which can be continually improved according to the organization’s business development strategies and practices. In this respect, the ISO 9004 can be seen as flexible and challenging. Based on the authors’ experience, QM targets can be achieved and developed in the most natural way through the principles and practices of the learning organization. In addition to the ISO 9000 standards, organizations also use other well-known managerial references, including performance excellence models and many various management system standards of the specific disciplines. All these may be seen as sub-domains within the ISO 9004 framework. ISO 9004 also can be used for diverse TQM and sustainability implementations.

This article is based on the authors’ long experience in the practical promotion and application of the ISO 9000 standard in different kinds of organizations. The first author of the article has involved in the international drafting process of the ISO 9004 standard-editions since the 1980s. He also was a co-writer of a similar ISO 9004 article about twenty years ago. That article has been publicly available on the Internet, and its over one thousand recent readers evidence a growing interest in this standard. Moreover, after 2000, ISO 9004 standard has been revised twice and rewritten completely recently. Hence, it is well-founded to re-examine this subject again in this article.

Keywords

JEL Classification

Anttila, J., Jussila, K., 2020. ISO 9004 - A stimulating quality management standard for the creative leaders of contemporary organizations, The manuscript of the paper accepted for the cancelled 21st International Symposium on Quality, “Quality – Yesterday, Today, Tomorrow”, Crikvenica, Croatia, The Conference Proceedings, ISSN 2670-8825. Search in Google Scholar

Anttila, J., Jussila, K., 2019a. Striving for benefits of sustainability from the interactivity of quality and innovation, Journal of Cleaner Production 212. Search in Google Scholar

Anttila, J., Jussila, K., 2019b. Implementing quality management in startups, QMOD Conference, Krakow Poland. Search in Google Scholar

Anttila, J., Jussila, K., 2018a. The role of internal auditing in the development of the organization towards the excellent performance, The 19th International Symposium on Quality, Plitvička jezera Croatia. Search in Google Scholar

Anttila, J., Jussila, K., 2018b. Universities and smart cities: the challenges to high quality, Total Quality Management & Business Excellence, DOI: 10.1080/14783363.2018.1486552. Search in Google Scholar

Anttila, J., Jussila, K., 2018c. Organizational learning in developing the integrated quality management, Production engineering archives, 18, DOI: 10.30657/pea.2018.18.01. Search in Google Scholar

Anttila, J., Jussila, K., 2017a. ISO 9001:2015 - A questionable reform. What should the implementing organizations understand and do? Total Quality Management, DOI: 10.1080/14783363.2017.1309119. Search in Google Scholar

Anttila, J., Jussila, K., 2017b. Understanding quality - conceptualization of the fundamental concepts of quality, (Updated and improved from the conference paper presented at QMOD 2016 Conference, Rome, Italy.), Int. J. Qual. Serv. Sci., 9(3e4). Search in Google Scholar

Anttila, J., Jussila, K., 2014. The growth of an organization’s identity and the management systems standardization, The 15th International Symposium on Quality, Zagreb, Croatia. Search in Google Scholar

Anttila, J., Jussila, K., 2013. An advanced insight into managing business processes in practice, Total Quality Management & Business Excellence, 24(7–8). Search in Google Scholar

Anttila, J., Jussila, K., 2011a. Standardization and integrated management systems - Business-practitioners’ viewpoints, 55th EOQ Congress/World Quality Congress, ‘Navigating Global Quality in a New Era‘, Budapest Hungary. Search in Google Scholar

Anttila, J. Jussila, K., 2011b. From quality management principles to good management principles - Business-integrated approach to quality management, The 8th China Shanghai international symposium on quality and the forum of International Academy for Quality, Shanghai China. Search in Google Scholar

Bird, M., Anttila, J., 2002. Using ISO 9004 to achieve excellence, In Cianfrani, C.A., Tsiakalis, J.J. and West, J.J. (eds.), The ASQ ISO 9000:2000 handbook, ASQ Quality Press, Milwaukee, USA. Search in Google Scholar

Burton, N., 2018. The Problem of Knowledge, available at: https://www.psychologytoday.com/intl/blog/hide-and-seek/201806/the-problem-knowledge. Search in Google Scholar

CEN, 2013. CEN/TS 16555-1 Innovation management - Part 1: Innovation management system, CEN Brussels, Belgium. Search in Google Scholar

Christensen, C., 1997. The innovator’s dilemma. Harvard Business School Press, USA. Search in Google Scholar

Dahlgaard-Park, S.M., 2011.. The quality movement: Where are you going? Total Quality Management & Business Excellence, 22(5). Search in Google Scholar

Deming, W.E., 1993. The New Economics, MIT Press, Cambridge, MA USA. Search in Google Scholar

Ellerton, P., 2017. How do you know that what you know is true? That’s epistemology, available at: https://theconversation.com/how-do-you-know-that-what-you-know-is-true-thats-epistemology-63884. Search in Google Scholar

Harsh, O.K., 2009. Three dimensional knowledge management and explicit knowledge reuse, Journal of Knowledge Management Practice, 10(2), http://www.tlainc.com/articl187.htm. Search in Google Scholar

ISO/IEC, 2019. Annex L (normative) Proposals for management system standards, ISO/IEC Directives, Part 1 Consolidated ISO Supplement – Procedures specific to ISO, ISO, Geneva Switzerland. Search in Google Scholar

ISO/IEC, 2004. Guide 2 Standardization and related activities - general vocabulary, ISO, Geneva Switzerland. Search in Google Scholar

ISO Central Office, 1994. Press release. ISO, Geneva Switzerland. Search in Google Scholar

ISO, 2018a. ISO 9004 Quality management - Quality of an organization - Guidance to achieve sustained success, ISO, Geneva Switzerland. Search in Google Scholar

ISO, 2018b. ISO 19011 Guidelines for auditing management systems, ISO, Geneva Switzerland Search in Google Scholar

ISO, 2018c. ISO 31000 Risk management - principles and guidelines. Geneva Switzerland. Search in Google Scholar

ISO, 2015a. ISO 9000, Quality management systems - Fundamentals and vocabulary, ISO, Geneva Switzerland. Search in Google Scholar

ISO, 2015b. ISO 9001 Quality management systems - requirements, ISO, Geneva Switzerland. Search in Google Scholar

ISO, 2004. ISO Guide 2 - Standardization and related activities - General vocabulary, Geneva Switzerland. Search in Google Scholar

Kim, O., 2009. What are the four Ways of Knowing (WOKs)?, available at: http://www.toktalk.net/2009/12/06/what-are-the-four-ways-of-knowing-woks/. Search in Google Scholar

London First, 2003. Business continuity, London, UK. www.thebci.org/London%20Firsts.pdf. Search in Google Scholar

Niiniluoto, I., 1999. Critical Scientific Realism, Oxford University Press, Oxford UK. Search in Google Scholar

Pangaro, P., 2013. Notes on the role of leadership and language in regenerating organizations, available at: http://pangaro.com/leadership-language-regenerating-organizations.html. Search in Google Scholar

Perla, R., Parry, G., 2011. The epistemology of quality improvement: It’s all Greek https://qualitysafety.bmj.com/content/20/Suppl_1/i24. Search in Google Scholar

Ries, E., 2011. The lean startup: How today’s entrepreneurs use continuous innovation to create radically successful businesses, Random House, New York USA. Search in Google Scholar

Senge, P., Roberts, C., Ross, B., Kleiner, A., 1995. The fifth discipline fieldbook, Nicholas Brealey Publishing Limited, London, UK. Search in Google Scholar

Seville, E., 2016. What makes a resilient organization? https://www.koganpage.com/article/what-makes-a-resilient-organization. Search in Google Scholar

von Rosing, M., 2015. Overview of the Business Ontology Research & Analysis, available at: https://www.researchgate.net/publication/287958619_Overview_of_the_Business_Ontology_Research_Analy Search in Google Scholar

Recommended articles from Trend MD

Plan your remote conference with Sciendo