The main purpose of this paper was to specify the impact of ISO 9001 on financial and non-financial performance. For this aim, a comprehensive literature review was carried out on the scholarly published studies, which investigated empirically the effects of ISO 9001 standard on the organization's performance in different sectors. Subsequently, the ISO 9001 studies identified and selected carefully that were relevant to the objectives and criteria of the study with the aim of achieving the results and making conclusions. The analysis of the results of the empirical studies uncovered that ISO 9001 significantly affected production process (internal business process), while this standard was not correlated with the indicators of innovation and learning perspective at significant level. Furthermore, the systematic review of the existing literature provided enough evidence that the effectiveness of ISO 9001 on customer's results and financial performance were unclear and contradictory.
Financed by the National Centre for Research and Development under grant No. SP/I/1/77065/10 by the strategic scientific research and experimental development program:
SYNAT - “Interdisciplinary System for Interactive Scientific and Scientific-Technical Information”.