2 A case of certified units in a Portuguese University: interactions of ISO 9000 norms with HRM practices, employee performance, and employee satisfaction
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Abstract
This study aims to assess organizational changes arising from the certification process according to the ISO 9001: 2008 norm, as well as assess the changes in human resource management (HRMHRM) practices and in employee performanceperformance and satisfaction. From a population of employees in 3 certified service units of a Portuguese university, 248 valid questionnaires were used to support this research. Results are in line with previous research regarding general changes to the implementation and certification of ISO 9000: (1) internal restructuring – related to units’ management and functioning, as well as with the employees’ awareness of the quality of the services provided; (2) external restructuring – linked to the promotion of units’ image/reputation and customers’ satisfaction. Regarding HRM practices, some changes were identified in the planning of work, job analysis and description, and training and development practices. Some consequences in employees’ work were also perceived by the respondents: data show a perception of increased individual efficiency and efficacy in employees’ job performance, greater quality in orientation and control, increased levels of motivation and accountability, and increased workload. Summing up, data show changes derived from the implementation of the certification process: (1) changes in the execution and organization of work and in internal organizational procedures, (2) concerns of individuals and the organization regarding the quality of the service provided, (3) concerns with a unit’s external image/reputation, and (4) increased bureaucracy. Specifically regarding employee satisfaction, this certification process did not seem to negatively affect its levels.
Abstract
This study aims to assess organizational changes arising from the certification process according to the ISO 9001: 2008 norm, as well as assess the changes in human resource management (HRMHRM) practices and in employee performanceperformance and satisfaction. From a population of employees in 3 certified service units of a Portuguese university, 248 valid questionnaires were used to support this research. Results are in line with previous research regarding general changes to the implementation and certification of ISO 9000: (1) internal restructuring – related to units’ management and functioning, as well as with the employees’ awareness of the quality of the services provided; (2) external restructuring – linked to the promotion of units’ image/reputation and customers’ satisfaction. Regarding HRM practices, some changes were identified in the planning of work, job analysis and description, and training and development practices. Some consequences in employees’ work were also perceived by the respondents: data show a perception of increased individual efficiency and efficacy in employees’ job performance, greater quality in orientation and control, increased levels of motivation and accountability, and increased workload. Summing up, data show changes derived from the implementation of the certification process: (1) changes in the execution and organization of work and in internal organizational procedures, (2) concerns of individuals and the organization regarding the quality of the service provided, (3) concerns with a unit’s external image/reputation, and (4) increased bureaucracy. Specifically regarding employee satisfaction, this certification process did not seem to negatively affect its levels.
Chapters in this book
- Frontmatter I
- Opening note V
- Preface VII
- Contents IX
- About the editors XI
- List of authors XIII
- 1 The measurement of human capital and its relation to the generation of business value: empirical study 1
- 2 A case of certified units in a Portuguese University: interactions of ISO 9000 norms with HRM practices, employee performance, and employee satisfaction 21
- 3 Management tools for supporting productivity in organizations: empirical evidence from Slovenia 49
- 4 Economic and social efficiency: the case for inverting the principle of productivity in public services 77
- 5 Human resource management in the health system: in the never-ending quest for productivity improvement 109
- 6 Critical role of managerial competencies in productivity enhancement interventions: an HRM perspective 133
- 7 Competencies management in an SME: a lever for greater productivity 151
- 8 Prospective characteristics of contemporary engineers (using the approach of mechanical engineering) 167
- 9 Productivity and management: a bibliometric analysis 183
- Index 187
Chapters in this book
- Frontmatter I
- Opening note V
- Preface VII
- Contents IX
- About the editors XI
- List of authors XIII
- 1 The measurement of human capital and its relation to the generation of business value: empirical study 1
- 2 A case of certified units in a Portuguese University: interactions of ISO 9000 norms with HRM practices, employee performance, and employee satisfaction 21
- 3 Management tools for supporting productivity in organizations: empirical evidence from Slovenia 49
- 4 Economic and social efficiency: the case for inverting the principle of productivity in public services 77
- 5 Human resource management in the health system: in the never-ending quest for productivity improvement 109
- 6 Critical role of managerial competencies in productivity enhancement interventions: an HRM perspective 133
- 7 Competencies management in an SME: a lever for greater productivity 151
- 8 Prospective characteristics of contemporary engineers (using the approach of mechanical engineering) 167
- 9 Productivity and management: a bibliometric analysis 183
- Index 187
