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Key success factors in implementation of process-based management: A UK housing association experience

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Abstract:

This paper explores the implementation of a process-based management system within a service organisation that has recently achieved certification of its quality management system to the ISO 9001:2000 requirements. Many academics and business people alike consider process-based management as a fundamental requirement of certification to ISO 9001:2000 quality management systems. Hence, this paper discusses the definition of a process-based management system and also considers, through a literature review, theories relating to the topic. Consequently, a theoretical model is proposed that outlines the factors affecting successful implementation of a process-based management system. The paper demonstrates that the theoretical model has been assessed within a UK housing association enterprise case study organisation. The case study organisation presented in this paper, shows the potential barriers of implementation of a process-based management system.

Keywords: Housing; Performance levels; Process management

Document Type: Research Article

DOI: https://doi.org/10.1108/14637150410548065

Publication date: 2004-08-01

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