The management of quality has received considerable attention in recent years and various studies have documented analysis and results of the impact of quality management models on organizational effectiveness. This research study provides details of an investigation of the impact of the principles of ISO9000 quality management system on improving organizational effectiveness in Palestine. Using a recent survey of ISO9000 implementing companies, data were collected and analysed about critical quality management principles: quality strategy, continuous improvement, leadership development, and customer satisfaction, and the impacts were assessed using key organizational effectiveness indicators: employee satisfaction, quality, and productivity. Basic hypotheses were formulated and tested and the results showed that companies have indeed made significant efforts towards establishing genuine quality systems and consequently attained benefits in terms of effectiveness indicators. Furthermore, correlation analysis confirmed suggestions in the literature that a company’s performance is positively impacted by the establishment and implementation of quality principles and quality models.

An-Najah University Journal for Research - Natural Sciences (A) ISSN: 1727-2114
Volume 17 , Issue 1 , 2003, Pages: 053-074