THE QUEST FOR QUALITY MANAGEMENT: PROFILING THE PIONEERS IN HONG KONG

The ISO 9000 standards have been rapidly accepted by business communities around the world. An on‐going research programme focuses on the implementation of quality management systems based on these standards. This article presents data collected from the managers of the first cohort of firms to receive ISO 9000 certification in the export‐driven Hong Kong economy. The results indicate that the local firms typically made a non‐compensatory choice to pursue quality certification and only subsequently elaborated a quality‐based strategy. Quality systems implementation was perceived to have resulted in greater control, higher employee morale and fewer production errors. The presence of such a system was also linked to higher quality outputs and more satisfied customers. Despite the absence of substantial improvements in either quality costs, sales levels or profit margins during the initial post‐certification period, the informants expected tangible long‐term benefits.