Applying quality in SMEs: an exploratory study
Faculty of Business and Public Management
School of Management
Smaller enterprises tend to approach quality in informal ways when compared to larger organisations. A sample of eleven small organisations was randomly selected from a business association database with the aim of administering a questionnaire and to carry out semi-structured interviews on their application of quality. All organisations were strongly customer focussed and relied on customer feedback to drive their product and service delivery. Some of the organisations were either formally accredited to ISO 9000 or were in the process of becoming certified. Others had more informal systems in which they applied, monitored and controlled quality in their organisations. This paper presents some of the methods used to manage quality, finding similarities and diversity.