RESPONSIVENESS TO QUALITY MANAGEMENT SYSTEM ISO9001 IN A HIGHER PUBLIC INSTITUTION IN MOROCCO: AN INTERNAL ACTORS PERSPECTIVE

Abstract

The purpose of our study is to explore responsiveness of the quality management system (QMS) ISO9001 internal actors (mainly staff and students) to its dimensions in general and to the teaching process in particular. Our interest in this matter arises from its importance as well as the shortage of studies in this regard.A qualitative study was based on a case analysis. 23 interviews were conducted with employees and students as well as a documentation analysis.The results show heterogeneity of attitudes towards the dimensions of QMS ISO9001: A tendency to see positive effects from staff's side and a lack of commitment on the part of the students

Keywords

• quality assurance -iso 9001 -organizational learning -higher education