Presents the findings of an empirical study conducted on Canadian firms on the latest version of the ISO9000 standard, ISO9001:2000, which takes a process-based approach to quality management systems. The study focuses on the difficulties faced by firms and attempts to determine the
characteristics of firms that face difficulties. Results show that: large companies faced fewer difficulties; the number of years that companies were in operation had no effect on the difficulties they faced; companies serving markets outside of North America, mainly in Europe, faced fewer
difficulties than those that serve North American markets only.