Iso 9000 Implementation And PerceivedudOrganisational Outcome: The Case OfudA Service Organisation

摘要

The study examines the relationship between the perceptions of the employees about ISO 9000udimplementation and perceived organisational outcomes. A conceptual framework linking theudlevel of employee influence and involvement, their perception of ISO 9000 and the perceivedudimpact on their work and the organisational outcomes is posited. Data was collected from audrandom sample of 64 employees of a service organisation. Contrary to expectations, the workudimpact of ISO 9000 was not correlated with the efficiency and market outcomes of ISO 9000udcertification but the employee involvement, influence and perception of ISO 9000 were. Theudconceptualization of the influence path of ISO 9000 implementation on the organisationaludoutcomes may require rethinking as perception may have a direct effect on the outcomesudwithout the mediation of the impact on work. In short, employees may report benefits orudpositive outcomes even though no change is reported in their work.