Connecting internal management systems in service organizations

Abstract

Competing in the global economy demands of service companies to establish well‐designed and implemented internal management systems, according to internationally accepted management standards. ISO 9000 standards for quality and ISO 14000 standards for environmental management represent just two well‐established examples of many such standards to come in the near future. This paper addresses a lingering issue of integrating different internal management systems for synergy purposes. Benefits of developing and integrating management systems are illustrated, followed by a discussion of the system concept in a service context. System dynamics is used to illustrate interrelationships of objectives, resources and processes as main elements of service management systems. Subsequently, a systems approach was applied to restructure the ISO 9001 and ISO 9004‐2 quality assurance/management guidelines for services, as well as ISO 14001/ISO 14004 environmental management standards. Such restructured management systems can then be connected to form an integrated management system, together with ergonomics, financial, health, safety and other systems. Finally, examples of three service organizations that used a systems approach to integrate existing internal management systems are illustrated.

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