Charting staff attitude along the journey towards getting ISO certification

Researches staff attitudes during the introduction of an ISO certification quality programme. The company was a listed public property investment and development company. The technique employed was a self-completed anonymous questionnaire on a longitudinal basis. Explores the perceived benefits of I...

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Bibliographic Details
Published inManagerial auditing journal Vol. 14; no. 1/2; pp. 44 - 50
Main Authors Koo, L.C, Tao, Fredrick K.C, Koo, Hannah
Format Journal Article
LanguageEnglish
Published Bradford MCB UP Ltd 01.02.1999
Emerald Group Publishing Limited
Subjects
Attitudes
Certification
Costs
Customer satisfaction
Customer services
Documentation
Employee attitude
Engineering
ISO standards
Longitudinal studies
Marketing
Property management
Quality management
Quality standards
Questionnaires
Studies
Success
ISO 9000
Employee attitudes
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Summary:Researches staff attitudes during the introduction of an ISO certification quality programme. The company was a listed public property investment and development company. The technique employed was a self-completed anonymous questionnaire on a longitudinal basis. Explores the perceived benefits of ISO certification; the possible drawbacks; the difficulties in introduction; and the prerequisites for success. Finds that ISO certification is perceived to improve performance but that top management support and commitment had fallen. Significant improvements after certification were seen to exist in management ability; quality systems; servicing; training of employees; business reputation and personnel management.
Bibliography:ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 23
ISSN:0268-6902
1758-7735
DOI:10.1108/02686909910245586