The TQM Magazine

Purpose – The objectives of this study were to investigate the degree to which quality initiatives, including quality standards, have been adopted in Irish organisations and to provide comparisons with survey results of surveys in 1995/1996.

Design/methodology/approach – A national survey was conducted in 2002 of Irish employers in manufacturing/services within the private and public sectors. The questionnaire was sent to 2,487 organisations – 932 questionnaires were returned representing a 34 per cent response rate from the private sector organisations and 47 per cent in the public sector.

Findings – The survey illustrates the continuing importance of, and reliance upon, standards. Among organisations that had been awarded ISO 9000 certification, 93 per cent believed that it had improved their reputation and 90 per cent that it resulted in better products or services. Nearly two-thirds of respondent organisations had adopted a total quality approach compared with less than one-third in 1995/1996. The results demonstrate that total quality organisations did not differ significantly from non-TQ organisations in relation to having been awarded ISO 9000. However, there were statistically significant differences between TQ and non-TQM organisations in relation to: a commitment to quality, quality structures, measures to evaluate effectiveness in relation to customers, employees and suppliers, team working, quality assurance systems, use of quality tools and techniques and investment in training.

Originality/value – This study shows that interest and adoption of quality improvement in Irish organisations is growing rapidly, particularly since the mid-1990s that has marked a distinct period of economic growth in the Irish economy.