Kvalitet i bemanningsbranschen : En kvalitativ fallstudie om ISO-kvalitetsstandarder i bemanningsföretag

Sammanfattning: Background: Due to increased demands that staffing companies should be quality certified according to ISO, the concept of quality has gotten a whole new meaning. This has resulted in customer satisfaction being the primary focus in the staffing industry. The discussion lies in how staffing companies guarantee satisfied customers when quality requirements are also higher for the manning industry's customers than in any other industry. Aims: This study aims to achieve a deeper understanding why and how a staffing & recruitment agency implements ISO-quality standards and how their coworkers perceive said standards.  Theory: The study is based on institutional theory, new institutional theory and Rövik's description of administrative reforms as well as the tool perspective and the symbol perspective. The chapter ends with the theory of total quality management.  Methods: A qualitative approach in which interviews with three quality managers and three operational staff at a staffing company were conducted to collect data for the study. Conclusion: The study shows that staffing & recruitment agencies implements quality assurance systems, more specifically ISO, to survive the competition. This is due to that the agencies have to adapt to current norms and values in their social context to be seen as legitimate. Among today's norms are the environmental- and quality-certificates ISO 9001 and ISO 14001.