Abstract:
This paper analyses the impact of ISO 9001 :2000 management practices on
customer satisfaction among the manufacturing companies listed in the
Colombo Stock Exchange. The scope of this paper lFas limited to the
companies that applied ISO 9001.2000 certifications for at least 3 years
until 2007. The International Organizationfor Standardization widely known
as ISO is an international-standars-setting body composed of representatives
from various national standards organizations. The objective ofthis paper is
to assess whether the management practices indicated in the ISO 9001:2000
framework brings about Customer satisfaction as a reduction of the customer
complaints among the listed manufacturing companies in Sri Lanka. The
management practices included in ISO 9001: 2000 are Management policies.
plan and actions: Focus on Customers. Capable employees. Reliable
Suppliers, Sound communication System, Steady processes and Consistent
quality output.
A total of 161 questionnaires were distributed among the 10 listed
manufacturing companies targeting managers responsible for quality,
production, procurement and other key areas. This paper proves empirically
that there is a relationship between the management practices and reduction
of the customer complain as a customer satisfaction among the listed
manufacturing companies in Sri Lanka and further management practices
which introduced by ISO 9001 :2000 reduce the customer complaint, product
returns, increase repeat customers, customer loyalty. Finally the management
practices of the ISO increase customer satisfaction.
