טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentIris Tsidon
SubjectThe Relationship between ISO 9001:2000 Quality Management
System and Orgaizational Culture, Employee's
Commitment and Employee's Satisfaction
DepartmentDepartment of Industrial Engineering and Management
Supervisor Dr. Iris Cohen-Kaner
Full Thesis text - in Hebrew Full thesis text - Hebrew Version


Abstract

This research aimed at examining the relationship between ISO quality procedures and organizational culture, quality commitment, and organizational employees' satisfaction.  The aforementioned organization took upon itself to implement quality procedures via professional work- patterns development.  Research hypothesis was, that these two aspects combined- implementing quality procedures in accordance with the new ISO standard, and the creation of work- patterns embedding the organizational working methodology- will positively affect the following variables:

1. Employees' organizational- culture perception- dependent variable number 1 (innovation, cooperation and professional development variables),

2. Employees' quality commitment- dependent variable number 2,

3. Organization employees' satisfaction- dependent variable number 3 (comprised of three sub-scales: professional development related satisfaction, organizational involvement, and self- management related satisfaction).

Measurement analysis showed that, concerning the relationship between ISO implementation and organizational culture measures, a positive correlation was found between values of personal growth and innovation following ISO implementation .In addition, a positive correlation was found, following ISO implementation, between personal growth and quality values.

No significant correlation was found between commitment and quality, which averaged on the exact same figures "prior to-" and "following" implementation, although both averages scored high and it is safe to assume a "ceiling effect" in this case.

The relationship between ISO implementation and employee's satisfaction showed a significant difference in the average value of satisfaction measure in which, following ISO implementation, satisfaction was higher, in comparison with its level prior to the implementation. It was found that the question of employee's organizational satisfaction, within satisfaction measure, showed significant difference.

These findings validate the assumption, relating ISO implementation- via the creation of structured, well-defined work patterns- and the positive effect of organizational culture perception among employees within measures of innovation, personal growth, and employee's organization and professional growth related satisfaction. Furthermore, one may assume that, within the organization in question, the improvement in professional skills is ascribed to the ISO implementation manner. This is an important finding, different from what was found in the ISO value- survey (May 2000).

Due to the reported success implementing ISO, via the described method, in the questioned organization, it is recommended for future researches to examine its usage it other organizations.