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Empirical investigation of ISO 9001 quality management systems' impact on organisational learning and process performances

This article studies the impact of ISO 9001 management systems on some dimensions of organisational learning and how this latter affects processes performance. Following the research of Mukherjee et al. (1998) which identifies the organisational learning constructs and shows their impact on project performance in the Total Quality Management (TQM) context, this article investigates the case for French companies. It is based on nine indepth interviews and on a quantitative study of 85 industrial processes of ISO 9001 certified companies. On the one hand, it evaluates the validity of the results of these authors. On this point, we find some significant differences, especially in terms of the impact of the factor scope. On the other hand, this study is broader than that of these authors in the sense that it contains a qualitative research on the impact of the ISO management system on knowledge creation and exchange.