IMPROVEMENT OF COMPETETIVENESS IN CROATIAN ECONOMY THROUGH THE IMPACT OF CERTIFICATION OF QUALITY MANAGEMENT

Main reason for introduction of Quality management System (QMS) in the companies is the intent of the company to improve the business processes, and consequently the quality of the product or the service. However the key reason for the introduction of QMS on the other hand, is in the desire to upgrade the reputation and the competiveness on the market. Possession of the certificate sends a message about seriousness of organization that it can guarantee continuity of the products or service to the costumers. Most research conducted in Croatia and abroad refers to introduction of QMS and not taking into consideration the effectiveness of the certification process. For these reasons, an extensive study to determine the extent to which the companies are satisfied with the effects of certification from several different aspects. The purpose is to determine the extent to which the companies consider the possession of the certificate effects on competitive advantage. The paper shows one part of the research and analysis of collected data. The study was conducted on the sample of 127 companies which have certificate in accordance with ISO 9001 standard for more than two years. The emphasis is on the companies from a metal - processing industry, as an activity that is most frequent in certification procedures in Croatia. Process of implementation, maintenance, improvement and certification of QMS according to ISO 9001 is closely associated to expenditure of resources, and costs. Consequently, it is extremely important to come to the knowledge about the stand of customers about the certification process.