Senior executives and ISO 9000 : Attitudes, behaviours and commitment

Reports on research into the attitudes and behaviours of senior executives with respect to ISO 9000. The study was carried out in Northern Ireland among 682 organizations in the public and private sector using a postal questionnaire as the survey instrument. Reviews the criticisms and concerns about ISO 9000 and highlights the importance of senior executive commitment. While commitment is shown to be a complex concept which has yet to find universal agreement, it is suggested that some of the current criticisms of the standard may be symptomatic of lack of such commitment. Outlines some behaviours indicative of commitment in an ISO 9000 context. Finds that understanding of the purpose of ISO 9000 is an important preliminary step in this implementation process. While most senior executives have a passing awareness with the name of the standard, they do not appear to be so clear about its purpose. Finds that high levels of consultancy intervention have made no significant improvement in terms of either understanding or measurement of financial benefits of ISO 9000. Concludes that the real test of senior executive commitment will arise during the phase beyond ISO 9000 registration.