**3. Conceptualising quality management system (QMS)**

This study conceptualises the QMS to understand the objectives that organisations must follow. These objectives serve as outputs of an effective QMS in an organisation. They result from inputs and enablers, which include the application of quality standards, adoption of Total Quality Management (TQM) ideals and practices. These inputs may be translated into quality cultured organisations, improved quality products, processes and services. The below diagram profiles the enrichment of quality standards in an organisation.

**Figure 1** below depicts the entrenchment of quality standards enabling the quality principles to be translated through a process into an effective QMS. These quality

principles are adopted from ISO 9000:2015 standard by organisations who strive for continual improvement. Proponents claim that the entrenchment of quality standards such as ISO 9001 promotes best practices and, ultimately, an effective QMS. However, organisations need to be prepared to change their culture and how they have been doing business. This change should adopt quality principles such as the following:


*The Impact of Quality Standards on the Business Performance of Small, Medium… DOI: http://dx.doi.org/10.5772/intechopen.101366*

improvement, managerial efficiency, and effective management and with that continuously improving productivity' ([7], p. 31).


As a quality professional with years of experience in auditing and implementing QMS, it has been observed that quality-oriented organisations are the most successful than their counterparts. Their better performance is that standards build confidence to customers that the product, services and processes meet the acceptable requirements, thus increasing customer retention and satisfaction. 'Quality management is the basic tool that leads to quality assurance and will ultimately result in customer satisfaction' ([7], p. 31).
