Analysing employee attitudes towards ISO certification

Abstract

Employee attitude has often been neglected in most quality endeavors. Both consultants and management hurry to get the project done and omit to measure and manage the soft aspects of the event. The task‐orientation approach should be augmented by the people elements. This article illustrates how a company in Hong Kong applied a longitudinal employee attitude survey as a monitoring tool in its journey towards acquiring the ISO certificate. Quality success drivers were found to be the key determinants for the perceived strengths of the company.

Citation

Koo, H., Koo, L.C. and Tao, F.K.C. (1998), "Analysing employee attitudes towards ISO certification", Managing Service Quality: An International Journal, Vol. 8 No. 5, pp. 312-319. https://doi.org/10.1108/09604529810235772