Özet:

ISO 9001 determines the requirements of a quality management system for an organization to use for increasing customer satisfaction by meeting customer and legal requirements. It also guides managers to use and practice quality management system for improving total performance. In this regard, it is interesting how ISO 9001 Quality Management System certified organizations perform in comparison with non-certified organizations. As a result of a survey of SME’s in Kayseri region, significant differences were found between ISO-certified and non-certified firms according to some criteria’s of performance. Certification has contributed to improve firms’ financial performance and innovation and learning performance. Also has contributed to improve some of the criteria’s of customer satisfaction. Certification has not contributed to improve supplier performance at p=0.05 significance level and it has no contributions to improve internal business performance.

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