The 4A's improvement approach: a case study based on UNI EN ISO 9001:2008

Abstract

A quality management system is an important tool for improving an organisation's performance. It is widely applied in private companies, but is rarely used in the field of scientific research by public bodies. The aim of this study is to describe how an ISO 9001:2008 quality system can improve the performance of a research institute by introducing the 4A's strategy: Audit, Awareness, Assessment, and Accountability. Data collected before 2007 are compared to those obtained in the period between 2008 and 2012, and data analysis shows a general improvement in all Institute performance indicators. We could assert that paying maximum attention to the transparency of objectives, prevention, and systematic evaluation of continuous improvement provide surprising scientific and economic dividends even in a public research body with very limited carrot-and-stick potential regarding incentives and rewards for personnel.

Keywords:

• quality management system
• ISO 9001:2008
• design and development of research project
• higher education

Acknowledgements

The Authors gratefully acknowledge Umberto Chiminazzo, Gianni Cramarossa, Alessandro Manzo and Michele Pastore of the Institute of Certification Certiquality for their skilled competence.