Quality management on information services according to ISO 9000

Purpose - This paper focuses on the use of ISO 9000 standards for the introduction of quality management in information services, with a special emphasis on the Brazilian experience, aiming to provide support to information services managers in the use of quality management. Design/methodology/approach - The research is based on a comprehensive review of the literature, from the earliest citations to those published more recently, principally articles relating to the application of quality programs in Brazilian information services. Findings - The paper presents and discusses the main benefits (ordered according to the eight principles of quality management), the concerns and the difficulties of the use of ISO 9000 mentioned by the analyzed literature. Research limitations/implications - Although the literature describes several practical experiences and theoretical studies that analyze the application of ISO 9000 in information services, each organization has its own typical characteristics and their internal and external environments may differ, helping or making it more difficult to implement projects related to quality management. Practical implications - The paper observes a general predisposition towards the principles defined on the ISO 9000 standard series, which can be used as a parameter to guide and support quality improvement initiatives. Originality/value - The research supports the idea that ISO 9000 standards are a guideline for the implementation of quality management in organizations of different types and sizes. The exponential growth on the number of ISO 9000 certificates in Brazil has created a scenario that has certainly favoured the option of several information services towards the ISO 9000 standard series.