This paper is the first of two which seek to further the debate about the role and value of ISO 9000 as a route to TQM. In particular, outlines a framework by which the next phase of a longitudinal study of 115 ISO 9000 registered organizations may be conducted. Shows that very little empirical...

Synthesizes 12 factors from the literature which are likely to influence organizational transition from ISO 9000 registration to TQM. All 12 factors relate to the roles and responsibilities of senior executives. Applies some of these factors to a sub‐group of 37 selected companies further to...

Plots the quality journey of BT Northern Ireland (BTNI), which spans the past decade and embraces Total Quality Management, company‐wide registration to ISO 9000 and the all‐encompassing European Quality Model. Emphasizes the opportunities afforded by the internal audit function in achieving...