Zarządzanie jakością a zachowania organizacyjne

The article discusses the basic aspects of organizational behaviour in companies using quality management
systems in accordance with the ISO standards and applying the Total Quality Management concept. The
author claims that the implementation and maintenance of quality management systems influences the
particular forms of employees’ behaviour, andquality management system representatives and auditors in
particular. The article presents the current practice of quality management, i.e. the use of standardized
quality management systems; the application of quality management system instrumentation, techniques
and methods; the implementation of criteria included in excellence models. The following types of behaviour
are discussed: civic and client, egoistic and cooperative, ethical and unethical, flexible and formalized,
positive and negative with respect to leadership. Describing the sources of various types of behaviour,
the author presents their most significant causes: attitudes of external auditors, diversified motives for
the implementation of quality systems, the top management’s involvement, and the existing cooperation
procedures within the supply chain. The author focuses also on limitations concerning the discussed
issues and formulates practical recommendations for organizations using various quality management
systems and concepts.