ISO 9000 and the small business: what really is the problem?

ISO 9000 has received a steady trickle of criticism, based mainly on anecdotal evidence. Most individuals weigh these criticisms against their own encounters and experiences of the standard. This paper seeks to address the serious lack of quantitative research data by reporting the survey results of a statistically valid sample of certified firms. In particular it explores the performance of small firms and seeks to answer such questions as: are the perceived registration costs prohibitive?; are there poorer implementation practices in smaller firms?; are the small firms getting benefit from ISO 9000 or not?; is senior management commitment to ISO 9000 lacking?; and are small firms using ISO 9000 as a springboard to TQM? The quality practices of almost 700 firms were surveyed. Firms were selected from two main sources: The Industrial Development Board for Northern Ireland´s Trade Directory, and the Register of the Fair Employment Commission for Northern Ireland