Quality management results in ISO 9000 certified Spanish firms

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the results of most quality management practices show that firms implementing quality systems achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results. The focus of this study was to analyse and evaluate quality management results in ISO 9000 certified firms, in order to identify the key results of TQM and to classify firms. For this purpose, we use a factor analysis and a cluster analysis.