Senior executives and ISO 9000 Attitudes, behaviours and commitment

Senior executives and ISO 9000 Attitudes, behaviours and commitment Reports on research into the attitudes and behaviours of senior executives with respect to ISO 9000. The study was carried out in Northern Ireland among 682 organizations in the public and private sector using a postal questionnaire as the survey instrument. Reviews the criticisms and concerns about ISO 9000 and highlights the importance of senior executive commitment. While commitment is shown to be a complex concept which has yet to find universal agreement, it is suggested that some of the current criticisms of the standard may be symptomatic of lack of such commitment. Outlines some behaviours indicative of commitment in an ISO 9000 context. Finds that understanding of the purpose of ISO 9000 is an important preliminary step in this implementation process. While most senior executives have a passing awareness with the name of the standard, they do not appear to be so clear about its purpose. Finds that high levels of consultancy intervention have made no significant improvement in terms of either understanding or measurement of financial benefits of ISO 9000. Concludes that the real test of senior executive commitment will arise during the phase beyond ISO 9000 registration. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Senior executives and ISO 9000 Attitudes, behaviours and commitment

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656719510087319
Publisher site
See Article on Publisher Site

Abstract

Reports on research into the attitudes and behaviours of senior executives with respect to ISO 9000. The study was carried out in Northern Ireland among 682 organizations in the public and private sector using a postal questionnaire as the survey instrument. Reviews the criticisms and concerns about ISO 9000 and highlights the importance of senior executive commitment. While commitment is shown to be a complex concept which has yet to find universal agreement, it is suggested that some of the current criticisms of the standard may be symptomatic of lack of such commitment. Outlines some behaviours indicative of commitment in an ISO 9000 context. Finds that understanding of the purpose of ISO 9000 is an important preliminary step in this implementation process. While most senior executives have a passing awareness with the name of the standard, they do not appear to be so clear about its purpose. Finds that high levels of consultancy intervention have made no significant improvement in terms of either understanding or measurement of financial benefits of ISO 9000. Concludes that the real test of senior executive commitment will arise during the phase beyond ISO 9000 registration.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Jun 1, 1995

Keywords: Commitment; Individual behaviour; ISO 9000; Management attitudes; Northern Ireland; Quality management; Top management; TQM

References

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