The Contribution of ISO 9001 to Certified Companies: Manager and Employee Perceptions

Sinove Marde, Arnaud Eve () and Didier Tagbata
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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
Didier Tagbata: UNICAEN - Université de Caen Normandie - NU - Normandie Université

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Abstract: At the end of 2009, ISO 9001 standard exceeded million of certification which corresponds to 8% rise compared to 2008 (ISO 2010). In literature several studies confirmed that managers and customers perceive positively the ISO 9001 certification but the perception of the employees is concealed because it is often substituted by this of the managers. Yet, it is very important to have perceptions of all employees. The aims of this paper is firstly to compare perceptions of the actors about contribution of certification and secondly to analyse if the degree of knowledge about ISO 9001 standard, is likely to explain the possible difference of perception. A questionnaire survey is made to certified companies in France. It permits to detect the relevant indicators to act on distortions limiting some positive effects of ISO 9001 certification.

Keywords: ISO 9001; certification; employee perceptions; management; quality; degree of knowledge. (search for similar items in EconPapers)
Date: 2013-01-09
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Published in 12th International Business and Economy Conference, Jan 2013, Caen, France

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