Benefits from implemented quality management system - The research in Serbian economy

Abstract

Purpose – A part of bigger research is presented in this paper [14]; one of the secondary objectives was to examine the reasons for certification QMS, difficulties and effects in its application, as well as (though a great response of companies and experts wasn't expected) the reasons against certification according to ISO 9000. Methodology – Surveying available companies and experts was carried out by e-mail interview. For the sake of the survey it was created a methodologically adjusted questionnary which, among other things, included the questions related to the reasons for certification QMS, difficulties and effects in its application. The communicative principle was: one qustionnary – one company/expert.About 600 organizations (micro, small, medium size and big companies) and about 100 experts were included in the survey. Results – The obtained results point at the significance of internally motivated organization for improving business processes. In such cases, certification results in improving performances and market position of a company. Limits in the research – The call for participation in the survey accepted 84 companies (which was, at that time, between 4,5 and 5,5% of all certified companies in the Republic of Serbia) and 37 experts from the field of interest. The response was modest – only 14% of companies and 37% of experts accepted the call. Originality and value – This study is only one of the studies in this sphere. Its originality and value lie in its key results expressed in the opinions of companies and experts, which presented a realistic state in Serbian economy at that time.