Employees' perception and attitude : impact of ISO9000 implementation: an empirical study of technical engineering staff in public sector

Pao Yue-kong Library Electronic Theses Database

Employees' perception and attitude : impact of ISO9000 implementation: an empirical study of technical engineering staff in public sector

 

Author: Cheung, Kit-man
Title: Employees' perception and attitude : impact of ISO9000 implementation: an empirical study of technical engineering staff in public sector
Degree: M.Sc.
Year: 1998
Subject: Employees -- Attitudes -- Case studies
Total quality management in government -- China -- Hong Kong -- Case studies
Total quality management in human services -- China -- Hong Kong -- Case studies
Job satisfaction -- China -- Hong Kong -- Case studies
Organizational behavior -- China -- Hong Kong -- Case studies
ISO 9000 Series Standards
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: vi, 55 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1446585
URI: http://theses.lib.polyu.edu.hk/handle/200/4185
Abstract: There are few organizations that have not heard of ISO9000, regardless of whether they have chosen to seek certification. Such quality management system (QMS) model provides a company with framework for continuous improvement and to better evaluate the effectiveness of its management efforts. However, there is no explicit requirement in consideration of human aspects in its implementation. In an effort to better understand the impact of ISO9000 QMS implementation on behavioural aspect of employees in such organizations, an empirical study with cross-sectional approach was conducted. Results in this study provide us an insight in concern of human aspect during the course of ISO9000 implementation. Employees' attitudes in job satisfaction and organizational commitment and perceptions of organizational characteristics in aspects of participation, training in quality related & improvement issue, and formalization were investigated as to their relation with ISO9000 QMS implementation. The study involved 119 employees in technical engineering field working in offices of eight government departments. Those offices were either non-ISO certified or ISO-certified with different length of time. Models were tested with simple and multiple linear regression analysis. Findings show that ISO9000 QMS implementation has a negative impact on job satisfaction but it is positively related to continuance commitment. Results also illustrate that ISO9000 QMS implementation has no direct effect on employees' attitudes but such attitudes are mediated by the perceptions of organizational characteristics in their working environment. Whereas the perceived organizational characteristics, especially the perceived training in quality related & improvement issue and formalization, are found positively related with QMS implementation.

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