Un bilan de 20 ans de certification des systèmes de management de la qualité : les apports perçus de la certification ISO 9000 par les managers

The ISO 9000 has just celebrated its 20th anniversary and it seems that after years of certification, quality managers must report what real contributions certification makes within the organizations. Results of the academic studies in this field are far from being consensual. Taking into account those contradictory results, the question is raised to assess managers’ opinions, in order to evaluate their perceived impact of quality management systems and its certification, and to identify issues and challenges of the new ISO 9000 international standards edition.