ISO in the service sector: perceptions of small professional firms

There is a need to evaluate the ISO system in respect of the 1994 amendments for service industries. This paper examines the impact that ISO 9000 has had in the service sector by studying professional quantity surveyors, who form part of the design team for the building construction industry. A questionnaire, formatted from preliminary qualitative interviews explored the extent of registration to the standard, the perceptions held regarding the benefits of ISO 9000, the effect on staff and clients and the costs involved. The analysis shows that the majority of firms have not yet registered. Those that have registered have done so mainly for marketing reasons, but have also experienced internal improvements. The findings also indicate that the informal quality systems of the smaller firms, based on detailed customer knowledge, are not inferior to ISO 9000. Furthermore, it is concluded that, while providing some degree of increased rigour, ISO 9000 should be used in conjunction with more proactive business improvement approaches.