Hellenic Open University Conferences, International Conference on Business & Economics of the Hellenic Open University 2015

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The ISO 9001 CERTIFICATION IN GREEK DESIGN AND CONSTRUCTION COMPANIES. ASSESSMENT OF MOTIVATIONS, EXPECTATIONS, PERCEPTION OF BENEFITS.
Chrysostomos Christou Kypritzis

Building: Titania
Room: Solon
Date: 2015-02-06 03:00 PM – 04:45 PM
Last modified: 2015-01-27

Abstract


ABSTRACT

Although the ISO 9001 is applied in Greece since 1989, starting mostly from the industrial and craft sector, once since 2000, began to be certified, first large construction companies and then smaller that follow.

The subject of the work is the analysis of the gap between the initial expectations of the Greek construction companies before the certification according to ISO 9001 and the perception of the benefits it offered them in practice.  The most widely used method of research internationally to evaluate the certification ISO 9001 incentives and benefits that it offers, is sending questionnaires to companies and the analytical and statistical analysis in this context was initiated and this diplomatic mission.

For the conduct of the investigation questionnaires were sent to 122 companies (design and construction), from which replied the 41. From the processing of replies, which used the logic of the model SERVQUAL, known as model Parasuraman, a small negative gap between expectations of companies in relation to the perception of the benefits of certification, which testifies to a small degree of frustration. Nevertheless, the companies show content from the ISO performance in their company, both in terms of the big picture and the individual issues. It is typical that there was no negative evaluation concepts and benefits in any of the 24 fields of the questionnaire.

About the certification, basic causes why adoption of ISO 9001 is the requirement of public bodies.

Comparing the motivations and expectations of benefit than with perceptions of benefits it seems that while the motives and expectations concerning the company's relationship with the external environment (marketing, competition, etc.), perceptions of benefits relate mainly to the internal environment of the company (Organization, operating performance, etc). So companies have false expectations about the benefits they will offer certification, something that creates frustration from applying.


Keywords


ISO 9001 implementation; Motives; Expectations ;Benefits; SERVQUAL model