Abstract:

Purpose:
The purpose of this paper is to analyse the efficiency of ISO 9001 from a holistic theoretical approach where the Contingency theory, the Institutional theory and the Resources-Based View are integrated.

Design/methodology/approach:
The study was carried out in companies of different sectors of activity in Portugal, based on a qualitative methodology (interviews).

Findings:
An ISO 9001 characterisation was carried out on a theoretical framework approach and findings point out efficiency gains and revealed that the absence of ISO 9001 would work as a competitive disadvantage.

Research/limitations/implications:
A qualitative case study composed of six companies does not allow a generalization of issues and the scope of analysis of three different businesses suggests new approaches on different sectors of activity.

Practical implications:
The fact of the interviews having been undertaken under an ISO 9001 structure made it easier for companies to grasp the issues under investigation.

Originality/value:
The contribution of this research aims to reinforce the state of art as concerns the theoretical scope of analysis of these issues enriched by the case study achievement.

Keywords:

ISO 9001, efficiency, performance, institutional theory, contingency theory, RBV, efficiency, effectiveness.