ISO 9000 and TQM: are they complementary or contradictory to each other?

Abstract

The ISO 9000 series of standards has formalised systems for evaluating the ability of organisations to consistently design, produce and deliver quality products and services. Total quality management (TQM) is seen as a relatively new concept and a way for organisations to improve the quality of their products and services, but it may well be the key to survival and achieving competitive advantage in today’s turbulent business environment. However, there are mixed views in the literature concerning whether ISO 9000 and TQM complement or contradict each other. The primary objective of this paper is to address the competing views on both concepts in an attempt to show that both concepts complement each other and ISO 9000 should be used in association with TQM to secure organisational success.