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

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.
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Arnaud Eve, Pierre-Antoine Sprimont. Perceptions et attitudes liées à la norme ISO 9001 : une analyse auprès de salariés opérationnels. Comptabilité - Contrôle - Audit, Association Francophone de Comptabilité ; Vuibert, 2016, 22, pp.27-52. ⟨10.3917/cca.221.0027 ⟩. ⟨hal-01574343⟩

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