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

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.
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Submitted on : Sunday, August 20, 2017 - 4:06:35 AM
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Sinove Marde, Arnaud Eve, Didier Tagbata. The Contribution of ISO 9001 to Certified Companies: Manager and Employee Perceptions. 12th International Business and Economy Conference, Jan 2013, Caen, France. ⟨hal-01575430⟩

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