Système documentaire de l’assurance qualité et structure des processus: comparaison de deux cas d’implantation de l’ISO 9000

Blandine Lanoux, Christophe Lerch (), Danièle Benezech () and Gilles Lambert ()
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Blandine Lanoux: Université Robert Schuman - Strasbourg III
Christophe Lerch: BETA - Bureau d'Économie Théorique et Appliquée - INRA - Institut National de la Recherche Agronomique - UNISTRA - Université de Strasbourg - UL - Université de Lorraine - CNRS - Centre National de la Recherche Scientifique
Danièle Benezech: UR - Université de Rennes
Gilles Lambert: Humanis - Hommes et management en société / Humans and management in society - UNISTRA - Université de Strasbourg, Université Robert Schuman - Strasbourg III

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Abstract: This article presents a case study concerning the implementation of the ISO standard (2000) in two SMEs in the wood sector. The aim is to model the manufacturing process in both firms. Our analysis stresses the issues connected with the devising of procedures and operating modes, which is the common concern of quality and information system engineers. Our study provides evidence that devising a procedure is not neutral. It conveys a representation of the activity, which might have an impact on the organisational structure of processes. We show that using operating modes with a narrow margin of interpretation and defining how to implement activities can be appropriate for structured process configurations. On the other hand, for semi-structured process configurations, the activity can ba considered as a cognitive system rather than a function. The aim is then to give priority to rules defining the activity results or the strategies for the search for information, which provide for a large interpretation margin.

Keywords: Modelling of processes; ISO 9000; Structure of processes; Modélisation des processus; Structure des processus (search for similar items in EconPapers)
Date: 2003-12
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Published in Systèmes d'Information et Management, 2003, 8 (4), pp.61-85

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03949926

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