Appropriation d’une norme de management et son influence sur les attitudes au travail pour la maîtrise de l’activité de l’organisation : le cas de la norme ISO 9001

Abstract : The research aims to understand the appropriation and the perception of ISO 9001 by employees and its influence on their attitude in favour of the control of organizational activity. Quality management standard ISO 9001 is a tool for management control. Based on the process approach to business and continuous improvement of business functions, ISO 9001 standard focuses on employee attitudes. Despite the extensive literature on the ISO 9001 standard, which focuses on the reasons for its adoption and its impact on the organization, the effects of its perception by operational employees are poorly understood. Supported by an analysis framework which aims to explain the appropriation and the perception of ISO 9001, the research explores determinants of the perception of ISO 9001 and its effects on workplace attitudes, by using the methodology of cognitive maps. Twenty-seven interviews with representative employees were conducted in four French companies covering all major sectors. The study leads to a typology of perceptions of ISO 9001: favorable, distanced, contradictory, and non-perception. The results show that employees perceive positively the standard and, also, positive workplace attitudes result from standard. The research validates the sequence where management influences the perception of ISO 9001 standard, which in turn influences workplace attitudes. The study concludes that the quality management according to ISO 9001 promotes organizational control.
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Submitted on : Sunday, August 13, 2017 - 11:21:31 PM
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  • HAL Id : tel-01574348, version 1

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Arnaud Eve. Appropriation d’une norme de management et son influence sur les attitudes au travail pour la maîtrise de l’activité de l’organisation : le cas de la norme ISO 9001. Gestion et management. Université de Rouen, France, 2014. Français. ⟨tel-01574348⟩

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