Unlike the experience in the broader quality management (QM) area, for ISO 9000, the relationships between management practices associated with the standard and performance is relatively under-researched. This has contributed to a general lack of clarity on how the standard works and how...

Organisations lack clear guidance on how they can become more innovative at the operational level. The operations strategy literature shows that organisations compete on four generic capabilities: cost efficiency, quality of products or services, speed of delivery, and flexibility of operations....

Purpose – The purpose of this paper is to test the integrated model of operations strategy as proposed by Schmenner and Swink to explain whether firms trade‐off or accumulate capabilities, taking into account their positions relative to their asset and operating frontiers....

Purpose – While manufacturing organisations were early adopters of ISO 9000, lately, many service sector organisations have also pursued adoption. The aim of this paper is to compare the experiences with the standard of the two sectors. Design/methodology/approach – The research collected...