Perceptions and Attitudes relating to ISO 9001: an Investigation with Operational Personnel

Perceptions et attitudes liées à la norme ISO 9001: une analyse auprès de salariés opérationnels

Arnaud Eve () and Pierre-Antoine Sprimont ()
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Arnaud Eve: NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université
Pierre-Antoine Sprimont: NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université

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Abstract: ISO 9001 International Standard on Quality Management Systems (QMS) is a control tool aimed at customer satisfaction and continual improvement through process management. Despite a substantial literature on ISO 9001 QMS, the consequences of operational employees' perceptions are not well understood. Using interviews and cognitive maps, this article examines determinants of perception of ISO 9001 and its effects on employees' attitudes. The study, which was carried out in four French firms, reveals a typology of perceptions of ISO 9001. The results show that operational workers have mostly positive perceptions of ISO 9001, resulting in positive attitudes in the workplace. The attitudes influenced by the standard contribute to organizational control. The study emphasizes the importance of top management in ISO 9001's adoption and perception.

Keywords: quality management; organizational control; ISO 9001; attitudes in the workplace; cognitive maps; contrôle organisationnel; management de la qualité; norme ISO 9001; attitudes au travail; cartes cognitives (search for similar items in EconPapers)
Date: 2016
Note: View the original document on HAL open archive server: https://hal.science/hal-01574343v1
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Published in Comptabilité Contrôle Audit / Accounting Auditing Control, 2016, 22, pp.27-52. ⟨10.3917/cca.221.0027⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01574343

DOI: 10.3917/cca.221.0027

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