Stages of concern towards quality management system: a case study in Graduate School of Business

摘要

This paper attempts to examine organisational change with the implementation of ISO 9001:2008-based quality management system (QMS) in Graduate School of Business (GSB), Universiti Sains Malaysia. This study was undertaken to gauge the concern and perception of GSB community towards change in the context of an ongoing QMS implementation. Concerns-based adoption model was used as an instrument for understanding and managing concerns of both administrative and academic staff of GSB. The findings provide discussions on the stages of concern (SoC) of staff in overall, and also the influence of their demographic profiles on the SoC. Implications and limitation of the study were discussed.