Melanie Müller 
Internal Change Management through the introduction of a Quality Management System 

Studienarbeit aus dem Jahr 2011 im Fachbereich BWL – Unternehmensführung, Management, Organisation, Fachhochschule Vorarlberg Gmb H , Sprache: Deutsch, Abstract: Nothing is as constant as change. Companies are influenced by a variety of
factors which made changes necessary. The cause of changes could be
internal or external. External factors could be a change of business partners,
an economic crisis, the globalisation or a change in laws.
In this case the change was internal. The whole company was unorganised,
for example without any overview of current figures of incoming labour of the
day, any written work instruction, how the tasks has to be done, or an
overview of complaints from customers. The employees had no targets to
achieve or some instruction how much work they have to do at one day. So
everybody can work how he likes and as much as he likes.
The management decided to introduce a Qualtity Management System in a
part of the company to get an ISO certification. With an ISO certification it
would be possible to get more orders from other business sectors, because
the certification stands for trust and reliability. To enable the certification, it
was necessary to change the whole working situation of the company. For
example processes, work instructions, forms, organisational charts, a Quality
Management Manual, an internal error management and a complaints
management were needed. Furthermore a system for the different work,
which is done at that day, was needed to plan a strategic future. Through a
quality management system, the company has to establish a vision.[…]