MAPPING COMPETENCES FOR THE ISO 9001 MANAGEMENT REPRESENTATIVE.

The purpose of the research was to identify and rank a set of competences, which should be mastered by a person responsible for an ISO 9001 quality management system to fulfill her/his tasks effectively. The competences were verified at the second stage of the study, during interviews with managers, who are experts in ISO 9001 quality management system. The paper highlights the importance of attitudes. The necessity to develop interpersonal competencies among management representatives is also revealed. Additionally, it was found the relatively little importance of knowledge about studying the needs and customers satisfaction and relatively little importance of knowledge about ISO 9000 series of standards (beyond the ISO 9001 standard). Further empirical studies are needed. The study may have some implications relative to the design of curricula for the preparation of people to this function. [ABSTRACT FROM AUTHOR]