Title: Stages of concern towards quality management system: a case study in Graduate School of Business

Authors: Cheng Ling Tan, Hasnah Haron, Joe Yin Chuah

Addresses: Graduate School of Business, Universiti Sains Malaysia, Penang 11800 USM, Malaysia. ' Graduate School of Business, Universiti Sains Malaysia, Penang 11800 USM, Malaysia. ' Graduate School of Business, Universiti Sains Malaysia, Penang 11800 USM, Malaysia

Abstract: This paper attempts to examine organisational change with the implementation of ISO 9001:2008-based quality management system (QMS) in Graduate School of Business (GSB), Universiti Sains Malaysia. This study was undertaken to gauge the concern and perception of GSB community towards change in the context of an ongoing QMS implementation. Concerns-based adoption model was used as an instrument for understanding and managing concerns of both administrative and academic staff of GSB. The findings provide discussions on the stages of concern (SoC) of staff in overall, and also the influence of their demographic profiles on the SoC. Implications and limitation of the study were discussed.

Keywords: QMS implementation; quality management systems; ISO 9001:2008; CBAM; concerns-based adoption model; SoC; stages of concern; HEIs; higher education institutions; organisational change; Malaysia; demographics.

DOI: 10.1504/IJPQM.2011.042513

International Journal of Productivity and Quality Management, 2011 Vol.8 No.3, pp.356 - 371

Available online: 14 Sep 2011 *

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