Evolution towards excellence: use of business excellence programs by Canadian organizations

Abstract

Purpose The purpose of this study is to explore the broad issues related to business excellence and the application of such programs. Design/methodology/approach In brief, this study investigated the use of business excellence programs including the use of the ISO 9000:2000 series of standards, by Canadian organizations. The results of a national survey on the use of business excellence programs are reported. Findings The use of business excellence programs by Canadian organizations appears to be related to the size and location of the organization. Organization size and location also appear to be related to the sequence in which businesses choose to implement various components of business excellence as well as the difficulty they experience with that implementation. There may be differences in the use of business excellence programs between organizations within different industry sectors, and those with different organizational structures. Finally, the use of business excellence programs was found not to affect organizations' self‐reported level of excellence. Originality/value The results of this study have implications for government policy makers who seek to better support businesses, quality program administrators, and business practitioners.

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