Brooks, T and Spillane, J (2017) Lies, damned lies and quality management systems: A pilot case study. In: Chan, P W and Neilson, C J (eds.) Proceedings of 33rd Annual ARCOM Conference, 4-6 September 2017, Fitzwilliam College, Cambridge, UK.
Abstract
An externally accredited ISO 9001 Quality Management System is a prerequisite for tendering for many public-sector projects, leaving SMEs little choice but to implement a such a system. A link between the motivation behind implementation of a Quality Management System and its effectiveness has been found through quantitative analysis of survey results in recent studies. These studies have suggested that systems deployed for external reasons, such as marketing purposes or to access tendering opportunities, may lead to superficial implementation. However, no studies have examined the mechanisms behind the link between motivation for implementation and Quality Management System effectiveness, in detail and in context using case study analysis. This paper aims to fill this gap in knowledge.The case study examines the effectiveness of implementation of a Quality Management System in a mid-sized Mechanical Electrical and Plumbing contractor in Northern Ireland. Five interviews with key individuals are undertaken and analysed using qualitative analysis software. The company’s Quality Management System documents are used for comparison with actual practice, with observations made of Quality Management System records at site and head office.The findings indicate that, although they take great pride in the quality of their work, most interviewees perceive a disconnect between the Quality Management System and the delivery of quality 'on the ground.' The inclusion of irrelevant procedures fosters the perception of the system as a paperwork exercise required only to maintain accreditation. This leads to the situation where 'stretching the truth,' backdating documents and deception in ISO 9001 procedures become commonplace in the organisation. The desire to hold ISO 9001 accreditation for the 'certificate on the wall' creates a culture which undermines its implementation and gives tacit permission to take shortcuts to retain accreditation.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | quality management systems; ISO 9001; deception |
| Index terms: | interview, ISO, exercise, case study, motivation, survey, Northern Ireland, quality management system, qualitative analysis, documents, effectiveness, marketing, quantitative analysis, implementation, plumbing |
| Subjects: | professional development, performance management, physical geography and landforms, project delivery, data analysis and analytics, contractual arrangements, standards development, psychology, health behaviours and lifestyles, mechanical systems, research design and methodology, business, data collection methods |
| Topics: | Geographical Context, Research Practice, Information Management, Business Strategy, Health and Safety, Procurement, Human Resources, Quality Management, Design Practice |
| Descriptive scope: | 5 PCTEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here