IMPACTS of ISO 9001 CERTIFICATION on OPERATIONAL PERFORMANCE: A RESEARCH on TEA PRODUCING ENTERPRISES

Year 2021, Issue: 2, 49 - 63, 29.04.2021

Arzu Tuygun Toklu

https://doi.org/10.51551/verimlilik.692939

Cited By: 1

Abstract

Purpose: ISO 9000 aims to ensure that products and services are safe, reliable and good quality. It is a strategic tool for businesses that reduces costs by minimizing waste and failures and increasing efficiency. This research aims to investigate the impacts of ISO 9001 quality system certificate on operational performance in the tea industry.

Methodology: The research population is tea producing enterprises operating in the Eastern Black Sea region in Turkey. The data were obtained through face-to-face surveys conducted with employees selected by convenience sampling method in plants operating in the districts of Hopa, Arhavi, Fındıklı, Ardeşen and Pazar. SPSS v23 statistics program and SmartPLS structural equation program were used for the analysis of sil data.

Findings: The internalization of ISO 9001 standards by employees impacts the process improvements. It has been found that the process improvements are also effective on operational performance together with external and internal benefits. In addition, it has been determined that external and internal benefits have an impact on operational performance. The results of the research reveal the impacts of internalizing ISO 9001 standards by employees on the development of business processes, external and internal benefits, and operational performance.

Originality: Tea is the second top beverage consumed in the world after water. Turkey ranks the first in per capita consumption of tea, the sixth in dried tea production and the seventh in the area of tea cultivation in the world. This study aims to contribute to the improvement of the operational performance of the sector due to its importance. The proposed model will contribute to the literature.

Keywords

ISO 9001, Internalization, Process Improvement, Operational Performance.

ISO 9001 BELGESİNİN OPERASYONEL PERFORMANS ÜZERİNDEKİ ETKİLERİ: ÇAY İŞLETMELERİ ÜZERİNE BİR ARAŞTIRMA

Abstract

Amaç: ISO 9000, ürün ve hizmetlerin tehlikesiz, güvenilir ve kaliteli olmasını hedeflemektedir. İşletmeler için atık ve kusurları en aza indirerek ve verimliliği artırarak maliyetleri azaltan stratejik bir araçtır. Bu araştırmanın amacı, ISO 9001 kalite sistem belgesinin çay sanayinde operasyonel performansa etkilerini araştırmaktır.

Yöntem: Araştırmanın evrenini, Türkiye’nin Doğu Karadeniz Bölgesi’nde faaliyet gösteren çay fabrikaları oluşturmaktadır. Veriler Hopa, Arhavi, Fındıklı, Ardeşen ve Pazar ilçelerinde faaliyet gösteren fabrikalarda kolayda örnekleme yöntemi ile seçilen çalışanlarla yapılan yüz yüze anketlerle elde edilmiştir. Verilerin analizinde SPSS v23 istatistik programı ve SmartPLS yapısal eşitlik programından yararlanılmıştır.

Bulgular: ISO 9001 standartlarının çalışanlar tarafından içselleştirilmesi, iş süreçlerinin geliştirilmesine etki etmektedir. İş süreçlerinin geliştirilmesinin de operasyonel performans ile dışsal ve içsel faydalar üzerinde etkili olduğu bulunmuştur. İlave olarak dışsal ve içsel faydaların da operasyonel performans üzerinde etkili olduğu tespit edilmiştir. Araştırmanın sonuçları ISO 9001 standartlarının çalışanlarca içselleştirilmesinin iş süreçlerinin, dışsal ve içsel faydaların ve operasyonel performansın gelişmesinde etkilerini ortaya çıkarmaktadır.

Özgünlük: Çay, dünyada sudan sonra tüketilen ikinci büyük içecektir. Türkiye dünyada kişi başı çay tüketiminde birinci, kuru çay üretiminde altıncı ve çay tarımı yapılan alanda yedinci sıradadır. Bu çalışma öneminden dolayı sektörün operasyonel performansının gelişmesine katkı sunmayı amaçlamaktadır. Oluşturulan model literatüre katkı sağlayacaktır.

Keywords

ISO 9001, İçselleştirme, İş Süreçlerini Geliştirme, Operasyonel Performans.

References

• ADIGÜZEL, O. ve AYDINLI, C. (2016), ISO 9001 Kalite Yönetim Sisteminin Bilişim Sektöründe Faaliyet Gösteren Firmaların İşletme Performansı Üzerine Etkileri: Ankara İli Örneği, Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 12 (2), 365-383.
• ALONSO-ALMEIDA, M. M., MARIMON, F. ve BERNARDO, M. (2013), Diffusion of Quality Standards in the Hospitality Sector, International Journal of Operations and Production Management, 33 (5), 504-527.
• ANDERSON, S.W., DALY, J. D. ve JOHNSON, M. F. (1999), Why Firms Seek ISO 9000 Certification: Regulatory Compliance or Competitive Advantage?, Production and Operations Management, 8 (1), 28-43.
• ARAUZ, R. ve SUZUKI, H. (2004), ISO 9000 Performance in Japanese Industries, Total Quality Management & Business Excellence, 15, 3-33.
• ATASEVEN, C., PRAJOGO, D. I. ve NAIR, A. (2014), ISO 9000 Internalization and Organizational Commitment-Implications for Process Improvement and Operational Performance, IEEE Transactions on Engineering Management, 61 (1), 5-17.
• BAGOZZI, R. P. ve YI, Y. (1988), On the Evaluation of Structural Equation Models, Journal of the Academy of Marketing Science, 16 (1), 74-94.
• BAYATI, A. ve TAGHAVI, A. (2007), The Impacts of Acquiring ISO 9000 Certification on the Performance of SMEs in Tehran, The TQM Magazine, 19 (2), 140-149.
• BHUIYAN, N. ve ALAM, N. (2005), An Investigation into Issues Related to the Latest Version of ISO 9000, Total Quality Management and Business Excellence, 16 (2), 199-213.
• BOIRAL, O. ve AMARA, N. (2009), Paradoxes of ISO 9000 Performance: A Configurational Approach, Quality Management Journal, 16 (3), 37-60.
• BRISCOE, J. A., FAWCETT, S. E. ve TODD, R. H. (2005), The Implementation and Impact of ISO 9000 Among Small Manufacturing Enterprises, Journal of Small Business Management, 43, 309-330.
• CAI, S. ve JUN, M. (2018), A Qualitative Study of the Internalization of ISO 9000 Standards: The Linkages Among Firms' Motivations, Internalization Processes and Performance, International Journal of Production Economics, 196, 248-260.
• CALLAN, R. J. (1992), The British Standard 5750 – A Quality Control Instrument for the Hotel and Catering Industry - The Case of Astley Bank, International Journal of Hospitality Management, 11 (4), 359-372.
• CARTER, D. P. ve CACHELIN, A. (2018), The Consumer Costs of Food Certification: A Pilot Study and Research Opportunities, The Journal of Consumer Affairs, 53 (2), 652-661.
• ÇÇSR, (2018), Çaykur Çay Sektörü Raporu, http://www.caykur.gov.tr/Pages/Yayinlar/YayinDetay.aspx?ItemType=5&ItemId=542, (Erişim Tarihi: 11.02.2020).
• CORBETT, C. J., MONTES-SANCHO, M. J. ve KIRSCH, D. A. (2005), The Financial Impact of ISO 9000 Certification in the United States: An Empirical Analysis, Management Science, 51 (7), 1046-1059.
• DENTON, P. D. ve MAATGI, M. K. (2016), The Development of a Work Environment Framework for ISO 9000 Standard Success, International Journal of Quality & Reliability Management, 33 (2), 231-245.
• DIMARA, E., SKURAS, D., TSEKOURAS, K. ve GOUTSOS, S. (2004), Strategic Orientation and Financial Performance of Firms Implementing ISO 9000, International Journal of Quality & Reliability Management, 21 (1), 72-89.
• DJOFACK, S. ve CAMACHO, M. A. R. (2017), Implementation of ISO 9001 in the Spanish Tourism Industry, International Journal of Quality & Reliability Management, 34 (1), 18-37.
• DOUGLAS, A., COLEMAN, S. ve ODDY, R. (2003), The Case for ISO 9000, The TQM Magazine, 15 (5), 316-324. DUNU, E. S. ve AYOKANMBI, M. F. (2008), Impact of ISO 9000 Certification on the Financial Performance of Organizations, The Journal of Global Business Issues, 2 (2), 135-144.
• EL MOKADEM, M. (2016), ISO 9000 Moderation Role Over Supply Chain Alignment in Manufacturing Context, Journal of Manufacturing Technology Management, 27 (3), 338-363.
• FATIMA, M. (2014), Impact of ISO 9000 on Business Performance in Pakistan: Implications for Quality in Developing Countries, Quality Management Journal, 21 (1), 16-24.
• FENG, M., TERZIOVSKI, M. ve SAMSON, D. (2007), Relationship of ISO 9001: 2000 Quality System Certification with Operational and Business Performance: A Survey in Australia and New Zealand‐Based Manufacturing and Service Companies, Journal of Manufacturing Technology Management, 19 (1), 22-37.
• FORNELL, C. ve LARCKER, D. F. (1981), Evaluating Structural Models with Unobservables Variables and Measurement Error, Journal of Marketing Research, 18 (1), 39-50.
• FRANCESCHINI, F., GALETTO, M. ve CECCONI, P. (2006), A Worldwide Analysis of ISO 9000 Standard Diffusion, Consideration and Future Development, Benchmarking: An International Journal, 13 (4), 523-541.
• FRANCESCHINI, F., GALETTO, M. ve MASTROGIACOMO, L. (2018), ISO 9001 Certification and Failure Risk: Any Relationship?, Total Quality Management & Business Excellence, 29 (11-12), 1279-1293.
• GRUNERT, K. G., ve AACHMANN, K. (2016), Consumer Reactions to the Use of EU Quality Labels on Food Products: A Review of the Literature, Food Control, 59, 178-187.
• HAIR, J. F., HULT, G. T. M., RINGLE, C. M. ve SARSTEDT, M. (2014), A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), SAGE Publications.
• HAN, S. B., CHEN, S. K. ve EBRAHIMPOUR, M. (2007), The impact of ISO 9000 on TQM and Business Performance, Journal of Business and Economic Studies, 13 (2), 1-23.
• HASGALL, A. ve SHOHAM, S. (2008), Knowledge Processes-From Managing People to Managing Processes, Journal of Knowledge Management, 12 (1), 51-62.
• HUARNG, F., HORNG, C. ve CHEN, C. (1999), A Study of ISO 9000 Process, Motivation and Performance, Total Quality Management, 10 (7), 1009-1025.
• HULLAND, J. (1999), Use of Partial Least Squares (PLS) in Strategic Management Research: A Review of Four Recent Studies, Strategic Management Journal, 20 (2), 195-204.
• HUO, B., HAN, Z. ve PRAJOGO, D. (2014), The Effect of ISO 9000 Implementation on Flow Management, International Journal of Production Research, 52 (21), 6467-6481.
• ISO SURVEY REPORT, (2018), International Standard Organisation, https://www.iso.org/the-iso-survey.html, (Erişim Tarihi: 07.02.2020).
• ISO, (2020), International Standard Organisation, https://www.iso.org/about-us.html, (Erişim Tarihi: 07.02.2010).
• JOUBERT, B. (1998), ISO 9000: International Quality Standards, Production & Inventory Management Journal, 39 (2), 60-65.
• KAKOURIS, A. P. ve SFAKIANAKI, E. (2018), Impacts of ISO 9000 on Greek SMEs Business Performance, International Journal of Quality & Reliability Management, 35 (10), 2248-2271.
• KARAPETROVIC, S., CASADESUS, M. ve SAIZARBITORIA, I. H. (2010), What Happened to the ISO 9000 Lustre? An Eight-Year Study, Total Quality Management, 21 (3), 245-267.
• KING, A. A., LENOX, M. J. ve TERLAAK, A. K. (2005), The Strategic Use of Decentralized Institutions: Exploring Certification with the ISO 14001 Management Standard, Academy of Management Journal, 48 (6), 1091-1106.
• KNIGHT, G. A. ve LIESCH, P. W. (2002), Information Internalisation in Internationalising the Firm, Journal of Business Research, 55 (12), 981-995.
• KUO, T., CHANG, T. J., HUNG, K. C. ve LIN, M. Y. (2009), Employees’ Perspective on the Effectiveness of ISO 9000 Certification: A Total Quality Management Framework, Total Quality Management, 20 (12), 1321-1335.
• LO, C. K.Y., YEUNG, A. C. L. ve CHENG, T. C. E. (2007), Impact of ISO 9000 on Time-Based Performance: An Event Study, World Academy of Science, Engineering and Technology, 30, 35-40.
• MAK, B. L. M. ve KONG, C. W. F. (2014), Perception of ISO 9000 Certification: Management Perspective of Travel Agencies in China, Asia Pacific Journal of Tourism Research, 19 (10), 1207-1227.
• MARTINEZ-COSTA, M., CHOI, T. Y., MARTINEZ, J. A. ve MARTINEZ-LORENTE, A. R. (2009), ISO 9000/1994, ISO 9001/2000 and TQM: The Performance Debate Revisited, Journal of Operations Management, 27 (6), 495-511.
• NAIR, A. ve PRAJOGO, D. (2009), Internalisation of ISO 9000 Standards: The Antecedent Role of Functionalist and Institutionalist Drivers and Performance Implications, International Journal of Production Research, 47 (16), 4545-4568.
• NAVEH, E. ve MARCUS, A. (2005), Achieving Competitive Advantage Through Implementing a Replicable Management Standard: Installing and Using ISO 9000, Journal of Operations Management, 24 (1), 1-26.
• NAVEH, E., MARCUS, A. ve MOON, H. K. (2004), Implementing ISO 9000: Performance Improvement by First or Second Movers, International Journal of Production Research, 42 (9), 1843-1863.
• PSOMAS, E. L., FOTOPOULOS, C. V. ve KAFETZOPOULOS, D. M. (2010), Critical Factors for Effective Implementation of ISO 9001 in SME Service Companies, Managing Service Quality, 20 (5), 440-457.
• RUSJAN, B. ve ALIC, M. (2010), Capitalizing on ISO 9001 Benefits for Strategic Results, International Journal of Quality & Reliability Management, 27 (7), 756-778.
• SAMPAIO, P., SARAIVA, P. ve MONTEIRO, A. (2012), ISO 9001 Certification Pay-off: Myth Versus Reality, International Journal of Quality and Reliability Management, 29 (8), 891-914.
• SAMPAIO, P., SARAIVA, P. ve GUIMARAES RODRIGUES, A. (2009), ISO 9001 Certification Research: Questions, Answers and Approaches, International Journal of Quality and Reliability Management, 26 (1), 38-58.
• SANTOS, L. ve ESCANCIANO, C. (2002), Benefits of the ISO 9000: 1994 System, International Journal of Quality & Reliability Management, 19 (3), 321-334.
• SINGELS, J., RUEL, G. ve VAN DE WATER, H. (2001), ISO 9000 Series: Certification and Performance, International Journal of Quality and Reliability Management, 18 (1), 62-75.
• STARKE, F., EUNNI, R. V., DIAS FOUTO, N. M. M. ve DE ANGELO, C. F. (2012), Impact of ISO 9000 Certification on Firm Performance: Evidence from Brazil, Management Research Review, 35 (10), 974-997.
• STEVENSON, T. H. ve BARNES, F. C. (2001), Fourteen Years ISO 9000: Impact, Criticisms, Costs and Benefits, Business Horizons, 44 (3), 45-51.
• SUBRAMANIAM M. ve YOUNDT, M. A. (2005), The Influence of Intellectual Capital on the Types of Innovative Capabilities, The Academy of Management Journal, 48 (3), 450-463.
• SUN, H. ve CHENG, T. K. (2002), Comparing Reasons, Practices and Effects of ISO 9000 Certification and TQM Implementation in Norwegian SMEs and Large Firms, International Small Business Journal, 20 (4), 421-442.
• TERLAAK, A. K. ve KING, A. A. (2006), The Effect of certification with the ISO 9000 Quality Management Standard: A Signaling Approach, Journal of Economic Behavior & Organization, 60 (4), 579-602.
• TERZIOVSKI, M., POWER, D. ve SOHAL, A. S. (2003), The Longitudinal Effects of the ISO 9000 Certification Process on Business Performance, European Journal of Operational Research, 146 (3), 580-595.
• TOKLU, İ. T. (2019), Pazar Yönelimi Girişimcilik Niyetinde Etkili midir? Üniversiteliler Üzerine Bir Alan Çalışması, Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 20 (1), 335-347.
• TOKLU, İ. T. ve ÖZTÜRK KÜÇÜK, H. (2017), The Impact of Brand Crisis on Consumers Green Purchase Intention and Willingness to Pay More, International Business Research, 10 (1), 22-33.
• TOKLU, İ. T. ve USTAAHMETOĞLU, E. (2016), Tüketicilerin Organik Çaya Yönelik Tutumlarını ve Satın Alma Niyetlerini Etkileyen Faktörler: Bir Alan Araştırması, Uluslararası Yönetim İktisat ve İşletme Dergisi, 12 (29), 41-61.
• TUYGUN TOKLU, A. (2021), Çevik Üretimin Operasyonel Performansa Etkisi: Çay Sektörü Üzerine Bir Araştırma, İktisadi ve İdari Bilimlerde Araştırma ve Değerlendirmeler, Cilt I, Gece Yayınları, Ankara, 567-587.
• YELOĞLU, H. O. ve YUMAK, C. (2016), ISO 9001:2008 Kalite Yönetim Sisteminin Uygulanabilirliği Sorunu: Gönüllülük mü? Zorunluluk mu?, Gazi İktisat ve İşletme Dergisi, 2 (1), 65‐88.
• YEUNG, G. ve MOK, V. (2005), What Are the Impacts of Implementing ISOs on the Competitiveness of Manufacturing Industry in China?, Journal of World Business, 40 (2), 139-157.