How the written word operates on organization :the case of ISO 9000 standards
This article analyses how quality-assessment standards « ISO 9000 » affect a firm, basing the study on a particular case. It is observed that by asking all members of an organization to write systematically about their work practice, the ISO 9000 referential makes way for a redistribution of cards within the organization, as well as for a more global renewal of normative production. The quality-assessment system modifies the balance in work relations, by involving all the personnel in the « organization task », in other words in a job that was originally carried out by management. Moreover, it places each actor in front of a dilemma opposing, on the one hand, the written recognition of his field of responsibility, and, on the other hand, the possibility of his being supervised more closely due to the written instructions applying to his work practice.