Self-implementation of ISO 9001 versus external support: an examination in laboratories involved in chemical measurement

The purpose of this research was to study how externalizing the process of implementing ISO 9001 influences the dissemination of cultural values and practices of quality management in laboratories involved in chemical measurement. Employee attitudes and behaviors may be heavily influenced by factors such as the mix of internal workers and consultants in a work group. Some researchers have described cases in which internal workers develop negative work attitudes and behaviors from having to work with consultants and have demonstrated the need to examine the dynamics between internal workers and consultants to understand the influence of ISO 9001 externalization. Three hundred and fifty-nine useful questionnaires were received. The results showed that implementation occurs most successfully through a process of linked internalization. This category involves limiting the labor of the consultant basically to moderate advising, review and internal audit. The laboratory personnel are responsible for developing the documentation of the ISO 9001 system. The implementation process is run by the members and directors of the laboratory.

[1]  Hale Kaynak,et al.  The relationship between total quality management: practices and their effects on firm performance , 2003 .

[2]  Antonia Ruiz Moreno,et al.  An analysis of the relationship between quality and perceived innovation: "the case of financial firms" , 2003, Ind. Manag. Data Syst..

[3]  Elizabeth George,et al.  Examining the effects of work externalization through the lens of social identity theory. , 2001 .

[4]  Roger G. Schroeder,et al.  The measurement of quality management culture in schools: Development and validation of the SQMCS , 2003 .

[5]  Mark Mackay,et al.  Implementation of ISO 9001 in a medical testing laboratory , 1997 .

[6]  Jan S. Krouwer.  ISO 9001 has had no effect on quality in the in vitro medical diagnostics industry , 2004 .

[7]  Larry E. Rittenberg,et al.  Internalization versus externalization of the internal audit function: an examination of professional and organizational imperatives , 2001 .

[8]  Brian Uzzi,et al.  Determinants Of Employment Externalization - A Study Of Temporary Workers And Independent Contractors , 1993 .

[9]  Wolfgang Vogt.  The German perspective of using the EFQM model in medical laboratories , 2001 .

[10]  Elke Anklam,et al.  Strategic views of accreditation , 2004 .

[11]  Mira Barak,et al.  The effect of implementation of the ISO 9000 on customer complaints; a 5-year follow-up study in a regional laboratory. , 2003 .

[12]  L. D. Eicher.  The ISO 9000 family of International Standards , 1997 .

[13]  Magnus Holmgren.  The view of laboratories’ clients on the value of accreditation , 2004 .

[14]  Fco. Javier Lloréns Montes,et al.  Quality management in banking services: An approach to employee and customer perceptions , 2003 .