The yin and yang of quality systems evaluation

This paper highlights the need for an integrated, more innovative approach to the evaluation of quality management systems to focus organisations on future business improvement. A questionnaire instrument is identified, which seeks to combine the key elements of ISO 9000 and total quality management and hence both the hard and soft issues relative to quality. This instrument has been applied in Saudi Arabia, a somewhat restrictive environment in which to conduct research and collect company data, and some useful pointers for the future have been identified.