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Système documentaire de l’assurance qualité et structure des processus : comparaison de deux cas d’implantation de l’ISO 9000

Author

Listed:
  • Blandine Lanoux

    (Université Robert Schuman - Strasbourg III)

  • Christophe Lerch

    (BETA - Bureau d'Économie Théorique et Appliquée - INRA - Institut National de la Recherche Agronomique - UNISTRA - Université de Strasbourg - UL - Université de Lorraine - CNRS - Centre National de la Recherche Scientifique)

  • Danièle Benezech

    (UR - Université de Rennes)

  • Gilles Lambert

    (Humanis - Hommes et management en société / Humans and management in society - UNISTRA - Université de Strasbourg, Université Robert Schuman - Strasbourg III)

Abstract

This article presents a case study concerning the implementation of the ISO standard (2000) in two SMEs in the wood sector. The aim is to model the manufacturing process in both firms. Our analysis stresses the issues connected with the devising of procedures and operating modes, which is the common concern of quality and information system engineers. Our study provides evidence that devising a procedure is not neutral. It conveys a representation of the activity, which might have an impact on the organisational structure of processes. We show that using operating modes with a narrow margin of interpretation and defining how to implement activities can be appropriate for structured process configurations. On the other hand, for semi-structured process configurations, the activity can ba considered as a cognitive system rather than a function. The aim is then to give priority to rules defining the activity results or the strategies for the search for information, which provide for a large interpretation margin.

Suggested Citation

  • Blandine Lanoux & Christophe Lerch & Danièle Benezech & Gilles Lambert, 2003. "Système documentaire de l’assurance qualité et structure des processus : comparaison de deux cas d’implantation de l’ISO 9000," Post-Print hal-03949926, HAL.
    • Handle: RePEc:hal:journl:hal-03949926
    as

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