Suchergebnisse

This paper explores both the concrete and symbolic aspects of how ISO 9000 certification audits are prepared for and passed. Based on interviews with 60 respondents employed in certified organizations, this study analyzes the process of preparing for and passing an ISO certification audit through the lens of the degree-purchasing syndrome (DPS) in education, which refers to the disconnect between the acquisition of academic degrees and the learning process they should entail. This perspective makes it possible to go beyond the neo-institutional approach to shed light on the scholastic, ethical and contradictory aspects of the ISO certification process, which remain largely unexplored in the literature. The findings debunk the rhetoric of impartiality, objectivity and rigor surrounding the ISO certification process. They also reveal the tendency to acquire ISO certification as a sort of "organizational degree" after passing a quite predictable exam, with all the pitfalls that entails, such as rote preparation, procrastination, short-term focus and cheating.

The process used by organizations to integrate the ISO 14001 standard has not yet been the subject of extensive research in environmental management despite the rapid development of this standard, particularly in industrial companies. The results of a case study conducted among nine ISO 14001 certified Canadian organizations showed that adopting this standard tends to lead to a ceremonial behaviour intended to superficially show that the certified organizations conformed to the standard. Although rigorous compliance with the standard often resulted in real improvements, these improvements were primarily technical and administrative in nature. However, in most of the cases studied, daily practices remained somewhat decoupled from the prescriptions of the ISO 14001 system, of which employees generally had only a vague understanding. The organizations studied adopted different strategies to reconcile external pressures in favour of adopting this standard and internal constraints associated with a management system whose support varied from one case to the next. While the standard often appeared to be some sort of "rational myth" (Meyer and Rowan 1977) to which organizations superficially committed themselves, the adaptation to institutional pressures was not necessarily straightforward. Using the example of the ISO 14001 standard, our study helps to show how this myth can be integrated, transformed, and even created through rhetoric by organizations to resolve certain contradictions. This research also illustrates how adopting the ISO 14001 system can have an ambiguous effect on environmental management practices and performances.

Adopted by an increasing number of organizations around the world, the ISO 9000 standards have become a growing concern for more and more managers who are often compelled to adopt this system without really knowing its requirements and implications for employees. Though the effects of this standard on quality management and on performance improvement have been widely debated, there is little knowledge of how the managers and employees who are asked to implement and maintain it perceive the ISO 9000 standards or resist its use. This study will thus attempt to analyze this perception and resistance with regard to both the standard and the certification process. So as to avoid the traditional and idealised view of this standard, whose commercial stakes often give rise to uncritical statements, almost 50 interviews were conducted outside of the workplace. The results of these interviews revealed highly contrasting attitudes that were frequently critical of the ISO 9000 system, which was often given only superficial support. A qualitative analysis of the data allowed us to identify three types of respondents. They were grouped according to their opinions and attitudes about the implementation of this standard. The three groups were ceremonial integrators, quality enthusiasts and dissidents. Although the "quality enthusiasts" discourse often reflects managers' "rhetoric of success" described by Zbaracki (1998) about the implementation of total quality programs, this rhetoric is not shared by the other respondent categories. Hence, this research project contributes to a better understanding of how institutional pressures, which create "isomorphic" organizations by leading them to adopt identical management models, are reinterpreted, renegotiated, and modified within organizations. The proposed typology casts doubt on the mechanistic, consensual, and monolithic view of the ISO 9000 system that underlies most of the work on this theme. In particular, this study demonstrates the relevance of adopting both the institutionalist and critical approaches in efforts to explain the respondents' opinions. In so doing, the personnel's support for the ISO 9000 system and the certification process can then be analyzed from different angles. This certification process would ultimately appear to be a rite of passage that gives rise to various strategies that depend on the respondents' category and their support for the standard.