DIFFICULTIES IN ISO 9001 IMPLEMENTATION IN MANUFACTURING AND SERVICE ORGANIZATIONS: EMPIRICAL EVIDENCE FROM SERBIA-MONTENEGRO

We have tried in this paper over an original data set, to quantify the problems faced by firms from Serbia-Montenegro during the implementation of ISO 9001 and to check statistically if firms from the manufacturing and the service sectors faced the same type of problems. Two main results can be drawn from our paper. Firstly we show that firms from Serbia-Montenegro mainly faced related problems. This result makes sense since it seems that firms from Serbia-Montenegro unfortunately do not involved their employees in the certification process while it is one the main request of the 6.2.2 of the ISO 9001 standard. Secondly, we show that manufacturing and service firms faced the same types of problem except for the "infrastructure related problems". This result makes also sense since it reveals the fact that in Serbia-Montenegro, infrastructure is more present in manufacturing sector than in service one.