The effects of Investors in People and ISO 9002 in local authority leisure facilities
The effects of Investors in People and ISO 9002 in local authority leisure facilities
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人力投资者和 ISO 9002 对地方当局休闲设施的影响
DOI：
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发表时间：
2001
期刊：
影响因子：
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通讯作者：
B. Morris
中科院分区：
文献类型：
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作者：
Robert Lentell;B. Morris
以前对ISO 9000系列中质量保证标准的有效性的研究很少集中在它们在服务中的部署上。英国标准投资人(IIP)作为一种质量管理方法，受到的研究关注相对较少。本文报告了这两个标准对英国地方当局休闲设施质量管理的影响。通过管理团队访谈和客户质量感知调查，研究了三个注册ISO 9002的案例研究、三个注册IIPP的案例研究和一个没有使用质量管理方法的案例研究。管理人员认为ISO 9002是有用的，因为它使他们能够提供更一致的服务，并帮助他们实现业绩目标。国际投资管理公司从经理那里得到的反应更为复杂。然而，在IIPP注册的休闲设施的客户对其服务的评分高于在ISO 9002注册的设施的客户对其服务的评分。所调查的所有服务要素都是如此。有人建议，如果ISO 9002改进了组织过程，这对客户来说并不明显。研究结果还表明，国际投资促进计划可能有效地帮助组织改善其客户所感知的服务质量。
Previous research into the efficacy of the quality assurance standards in the ISO 9000 series has rarely focused upon their deployment in services. The UK standard Investors in People (IiP) has received relatively little research attention as a quality management method. The paper reports an investigation of the impact of the two standards on quality management in UK local authority leisure facilities. Three case studies registered to ISO 9002, three registered to IiP and one using no quality management method were studied through management team interviews and a survey of customer perceptions of quality. ISO 9002 was held to be useful by the managers, because it enabled them to provide a more consistent service and helped them to meet their performance objectives. IiP received a more mixed response from managers. However, customers of leisure facilities registered to IiP rated their services more highly than customers of ISO 9002‐registered facilities rated theirs. This was true of all of the elements of service investigated. It is suggested that, if ISO 9002 improves organisational processes, this is not apparent to customers. The results also suggest that IiP may be effective in assisting organisations to improve service quality as perceived by their customers.