Assessment of Organizational Maturity of XYZ company, a.s.

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Regarding ISO 9004 Self-Assessment Model

This evaluative project has been executed as a part of Quality Management subject in Summer Term 2012. It is dealing with evaluation of organizational maturity in accordance with ISO 9004:2009 international standard and its self-assessment tools were utilized. The actual name of the evaluated company has been, in compliance with its management requirements, excluded, for the sake of keeping corporate confidentiality. However, the company is being ranked amongst one of the leading European heavy spring manufacturers. The organizational maturity assessment has been executed in collaboration with the company’s management, using the standard’s self-assessment tools. The most important findings of our project have been processed into a comprehensive SWOT management matrix, describing the fundamental affairs inside and outside the company’s environment.

Authors: Bc. Barták, Tomáš; Bc. Klech, Jaroslav; Bc. Návělek, Vojtěch
Supervisor: Prof. Dr.-Ing. habil. Günter H. Hertel

Continual Improvement of Quality Management System – ISO 9004 and 9001 relation

The importance and the gravity of individual findings are organized in a prioritized manner. Some trivial and unimportant findings were, for sake of keeping the information density of this summary high, excluded. Various other visualization tools, such as spider diagram, were also implemented in order to summarize our findings.

1. Intentions of ISO 9004 International Standard

The international standard ISO 9004:2009 deals with maturity evaluation of organizations, focusing on Total Quality Management (TQM), using its self-assessment tools for doing so. However, even though this standard is not intended for certification by external bodies (when compared to e.g. ISO 9001) it serves as an excellent tool for internal corporate evaluation of organizational processes and activities, serving as an excellent internal assessment tool for pin-pointing tops and flops and subsequently identifying areas for improvement, serving as a basis for managerial decision making, hence helping the company with developing of its organizational maturity.

2. General Self-Assessment Approach
The ISO 9004 decomposes organizational processes within evaluated company into six basic areas as listed below:

  • Managing for the sustained success of an organization
  • Strategy and policy
  • Resource management
  • Process management
  • Monitoring, measurement, analysis and review
  • Improvement, innovation and learning

Each of the aforementioned areas are evaluated, using self-assessment tools, where individual aspects are ranked on scale (1-5) with relation to how the evaluated company performs in the particular area, comparing it to the generally described levels of performance in self-assessment tools. The performance is then averaged out to illustrate the company’s overall performance overview tools (see below) and the company’s performance in individual areas allow to identify space for improvement; however, it does so without giving concrete recommendations as to how to proceed.

3. Findings and recommendations

When the ISO 9004 assessment tools were utilized, it has been revealed that the XYZ, a.s. company performs remarkably above-average in majority of assessed areas, indicating that the positive aspect of company’s management prevail. However, certain areas for improvement have been identified, analyzed and arranged in a prioritised manner, in order to give prioritised recommendations and an overall concise overview of organisational performance. In order to improve company’s organisational maturity further, the company should:
a) Establish systematic and organised benchmarking process
b) Focus on appropriate foreign competitors
c) Implement structured monitoring of emerging markets
d) Create a methodological innovation system
e) Develop PR activities
f) Review the strategy plans in a quantifiable and numerical manner
g) Setting targets and reference frame in accordance with ISO 9004 international standard
h) Quantifiably evaluate the most pressing interested parties, their needs and expectations

4. Methods for Visualisation

4.1. Spider Diagram

The spider diagram visualisation tool is used to give a concise overview of overall company’s management performance in accordance with ISO 9004 evaluated areas. The resulting values are averaged from the individual scoring achieved, when utilizing self-assessment tools. The resulting spider diagram is included below:


Spider Diagram

4.2. SWOT Matrix

The evaluating process resulted in compiling a content-rich SWOT matrix, summarizing all the important findings of the project. However, for the intentions of this summary, the resulting SWOT matrix has been reduced and compacted in order to cover the most important and critical of the findings of pressing nature. The resulting SWOT matrix is included below:


  • Active approach to learning, elaborate HR and career development system
  • Open communication, sharing information via INTRANET system
  • Elaborate resource management, regular risk assessment
  • Implementation of measurable goals and targets, regular updating

  • Non-existent structured and regular benchmarking process
  • No structured policy for innovation
  • Organization’s external environment, interested parties’ structure
  • Non-existent complex environmental analysis

  • Mapping of the competition, emerging markets focus
  • Structured benchmarking (domestic and foreign competition)
  • Creating methodological innovation system
  • Engagement of external interested parties (PR activities)

  • Exchange rate stability
  • Lack of financial resources for implementing innovation, competition are ahead in this regard
  • Elementary focus on the environmental protection
  • Development of external parties’ needs and requirements, their potential influence on the organization

5. Experience with the project

Amongst the team, we have agreed that the project gave us various opportunities, most important of which are:

  • Opportunity to connect theory with practise, broadening the understanding of importance of standardisation
  • Interaction with real managers in real corporate environment
  • Learning to analyse and prioritise findings of the research
  • Team working and distribution of organisation of research work
  • Learning via other methods than “desk research”
  • Learning the fact that the ISO 9004 standard is very generally formulated, enhancing its flexibility and usability on in various situations in various corporate environments
  • Deciding on how to condense and compact information in such an overview is challenging



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