The role of individual accountability in promoting quality management systems

摘要

To investigate the relationship between individual accountability factors and the effectiveness of a QMS. The effectiveness of a quality management system, as applied to organizational relations, is influenced by the attitude and motivation of the employees. The effectiveness of QMS can be improved by applying management tools aimed at promoting desired behavior. Thus, a behavior-oriented frame is developed for QMS, based on the traits in individual accountability, belief in the system and use of the system. Data were obtained by conducting a survey and interviewing employees of a large gas company. The study finds positive relationship between all three accountability factors and belief in QMS, as well as use of the QMS system. It is also found that personalized responsibility and social support appear to strengthen the relationship between system clarity and belief in QMS, while the same factor appears to weaken the relationship between system clarity and use of QMS. (30 refs.)