Charting staff attitude along the journey towards getting ISO certification

Researches staff attitudes during the introduction of an ISO certification quality programme. The company was a listed public property investment and development company. The technique employed was a self‐completed anonymous questionnaire on a longitudinal basis. Explores the perceived benefits of ISO certification; the possible drawbacks; the difficulties in introduction; and the prerequisites for success. Finds that ISO certification is perceived to improve performance but that top management support and commitment had fallen. Significant improvements after certification were seen to exist in management ability; quality systems; servicing; training of employees; business reputation and personnel management.