Meeting customers' requirements with ISO audit - quality management system (QMS) performance and organizational culture assessment

Abstract

This study explores the possibility of assessing organizational culture and business ethics through the use of ISO 9001: 2008 quality management system (QMS) audit. 30 questionnaires have been collected from academic and industry research presenters and participants in the America, China, Malaysia, and Canada in 2008 for understanding their perception of: organizational culture, general business principles, business ethics and integrating organizational culture and business ethics into ISO audit. It is found that assessing organizational culture and assessing business ethics are important. A multiple regression analysis was conducted with significant linear relationship between quality and organization behavior, integration of business ethics into workplace, and staff attitude. Besides, a strong positive correlation is found between “provides quality that meets customer requirements” and “treats customers fairly”; between “provides quality that meets customer requirements” and “behaves fairly in all activities”. Also, a strong correlation is found between “organizational culture assessed under ISO 9001: 2000 clause 5.5.3 internal communication” and “organizational culture assessed under ISO 9001: 2000 clause 5.1 management commitment”; and between “organizational culture assessed under ISO 9001: 2000 clause 5.5.3 internal communication” and “business ethics assessed under ISO clause 5.1 management commitment”. Hence, ISO audit can be used to understand an organization’s culture and their commitment of business ethics on top of system performance. Key words: Organizational culture, business ethics, ISO, internal communication, management commitment, quality.