Quality-based knowledge creation for innovation toward customer satisfaction

[German title: Qualitätsbasierte Wissensschaffung für auf Kundenzufriedenheit ausgerichtete Innovation ]

Case study of knowledge creation contributed by ISO 9001:2000
Chinho Lin and Chuni Wu
International Journal of Technology Management 
Issue:  Volume 37, Number 1-2 / 2007 
Pages:  193 – 213 

Abstract: ISO 9001:2000 has become a favoured system for many organisations seeking to improve its infrastructure. It also can become a point of departure for creating innovation within an organisation. This study describes organisational innovation by way of the ISO 9000 knowledge creation process. A process model that integrates ISO 9001:2000 clauses is proposed to explore knowledge creation opportunities within the ISO 9000 system. A comprehensive ISO 9000-based knowledge creation system framework in which the Socialization, Externalization, Combination and Internalization (SECI) modes, and various ‘ba’ proposed by Nonaka and Konno are introduced for organisational innovation toward customer satisfaction, is proposed. Empirical research, involving a case study with the thematic analysis, is presented to illustrate the proposed framework. The results of the case study reveal that the proposed framework can be easily implemented in an organisation to facilitate the creation of corporate knowledge and effectively enhance the firm’s competitiveness.

Keywords: ISO 9001:2000, innovation, knowledge creation, SECI modes, ba, case study, thematic analysis, quality management, quality standards, process modelling, ISO 9000, customer satisfaction, corporate knowledge

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