An investigation of the effect of the ISO 9001 quality management system on small and medium enterprises in Gauteng, South Africa

Abstract

The implementation of quality management systems (QMS) is central to the performance of small and medium enterprises (SMEs). At present, there is a lack of information about the level of adoption and implementation of QMS by SMEs in Gauteng Province, even though that province has the highest number of SMEs in South Africa (SA). This study therefore aims to investigate the effect of the ISO 9001 QMS on SMEs in Gauteng. Quantitative research was conducted, and an online survey was used to collect data. An inferential statistical data analysis involving the Statistical Package for the Social Sciences (SPSS) software was used to analyse the collected data. The chi-square and Fischer's exact tests were applied to validate the statistical significance of four hypotheses. The inferential analysis showed that there is a relationship between ISO 9001 implementation and SMEs' sustainability, as well as a direct relationship between the implementation of ISO 9001 and the performance, growth, and life span of SMEs in Gauteng Province. In addition, the results indicated that 64 per cent of the surveyed SMEs are aware ISO 9001, while 36 per cent of SMEs were not aware of QMS. The survey indicated that SMEs face several challenges, such as the ineffective implementation of QMS, poor funding, a low level of human capacity development, a lack of adequate resources, poor working environment, and poor work organisation, a lack of necessary materials, and the use of inappropriate work methods. It is envisaged that, if a culture of QMS were to be adopted and implemented by SMEs, there would probably be an improvement in operational efficiency, leading to improved customer satisfaction and increased turnover and profitability.

Translated abstract

Die implementering van kwaliteitsbestuurstelsels (QMS) is sentraal tot die prestasie van klein en medium ondernemings (KMO's). Tans is daar 'n gebrek aan inligting oor die vlak van aanvaarding en implementering van KMO's deur KMO's in Gauteng Provinsie, alhoewel daardie provinsie die hoogste aantal KMO's in Suid-Afrika (SA) het. Hierdie studie het dus ten doel om die effek van die ISO 9001 QMS op KMO's in Gauteng te ondersoek. Kwantitatiewe navorsing is gedoen, en 'n aanlyn opname is gebruik om data in te samel. 'n Inferensiële statistiese data-analise wat die Statistiese Pakket vir die Sosiale Wetenskappe (SPSS) sagteware behels, is gebruik om die versamelde data te analiseer. Die chi-square en Fischer se presiese toetse is toegepas om die statistiese betekenis van vier hipoteses te bekragtig. Die Inferensiële analise het getoon dat daar 'n verband is tussen ISO 9001 implementering en KMO's se volhoubaarheid, asook 'n direkte verband tussen die implementering van ISO 9001 en die prestasie, groei en lewensduur van KMO's in Gauteng Provinsie. Daarbenewens het die resultate aangedui dat 64 persent van die opname se KMO's bewus is van ISO 9001, terwyl 36 persent van KMO's nie bewus was van KMO's nie. Die opname het aangedui dat KMO's verskeie uitdagings in die gesig staar, soos die ondoeltreffende implementering van QMS, swak befondsing, 'n lae vlak van menslike kapasiteitsontwikkeling, 'n gebrek aan voldoende hulpbronne, swak werksomgewing en swak werksorganisasie, 'n gebrek aan nodige materiaal en die gebruik van onvanpaste werksmetodes. Daar word voorsien dat, indien 'n kuituur van QMS deur KMO's aangeneem en geïmplementeer sou word, daar waarskynlik 'n verbetering in bedryfsdoeltreffendheid sou wees, wat lei tot verbeterde kliëntetevredenheid en verhoogde omset en winsgewendheid.