|M.Sc Student||Halabi Anan|
|Subject||The Influence of ISO 9000 Implementation on The Operation|
and Performance of IDF Organizations
|Department||Department of Quality Assurance and Reliability||Supervisor||Mr. Sergiu Samuel|
This research analyses the benefits of implementing ISO 9000 in an IDF organization. In the literature there are different findings and opinions about the improvement of the operational performance by the implementation of ISO 9000: some investigations conclude that there is a close relation between ISO 9000 and improvement, others have doubts about this relation. No research on this subject was done in the past in any IDF organization.
In this paper we are focusing on four performance parameters:
a) Absence from work.
b) Production or maintenance time - duration of the service cycle.
c) Productivity - investment of work hours.
d) Customer satisfaction.
The main database includes the performance of six Special Maintenance Units. The data covers a time period from 1995 until 2003 for all the parameters of performance we decided to investigate. Another database includes the responses to a questionnaire about benefits of ISO 9000 implementation.
The results showed that there is a tendency of improvement in these operational performances: absence from work, production or maintenance time - duration of the service cycle and customer satisfaction, starting in the year in witch the first workshops of the investigated organization was certified (1997), but this is not enough to prove that there is a causal relation between this improvement and the certification. Some findings belonging to duration of service and to customer satisfaction indicate the positive contribution of the standard.
The organization did not integrate the use of the standard in its daily management operation. I think that this quality management model does not yet fit the IDF organizations. In any case, the way the model is used and its influence are strongly affected by the organization's environment.
Recommendations: to continue the research, including the investigation of possible benefits from the adoption the new ISO 9000 - 2000 by IDF organizations, in order to find which combination of management methods will improve the operation and performance of the IDF.