Middle Management's Influence on the Effectiveness of ISO 9000 Quality Management Systems in Architectural Firms

Abstract

The ISO 9000 series of quality management standards is into its third revision with the introduction of the ISO 9000:2000 version. Since its launch in 1987, much research has been done on top management's influence on the effectiveness of ISO 9000. However, the influence of middle management or supervisory staff on the effectiveness of ISO 9000 has been neglected. This research aims to study the relationship between middle management staff's commitment and attitude towards ISO 9000, and its effect on the successful implementation and maintenance of ISO 9000 quality management systems (QMSs) in organizations. Based on a survey of middle management staff in architectural firms, the study concludes that a high level of commitment from middle management staff can affect the success of ISO 9000 QMSs. Middle management staff with a more positive attitude towards ISO 9000 tend to produce more effective ISO 9000 QMSs and vice versa. These attitudes and the measures that can be taken to achieve better results are identified in the study.