Związki podejścia do zarządzania jakością z teorią interesariuszy
Connections of an approach to quality management with stakeholders theory

Summary/Abstract: The paper presents considerations relating to the approach to quality management in the perspective of stakeholder theory. The approach to quality management consists of: PN-EN ISO 9000:2006, PN-EN ISO 9001:2009, PN-EN ISO 9004:2010, PN-ISO 10014:2008 and the models of excellence. The purpose of this article is to demonstrate the extent to which quality management approach refers to the theory of stakeholders. The development of stakeholder theory caused various definitions of stakeholders and the criteria for their classification. In the approach to quality management there is the “stakeholders” term. The definition of “stakeholders” is not clear because of the lack of conformity with PN-EN ISO 9000:2006 and PN-EN ISO 9004:2010. The compliance of structure of stakeholders in the approach to quality management with the structure of stakeholder theory has been partially confirmed, although the degree of compliance can be considered low. In conclusion it should be noted that the revision of ISO standards falsely indicates that the approach to quality management refers in the full scope to the range of stakeholder management and stakeholder theory. Low internal consistency of the elements forming the approach to quality as assessed by the criterion of stakeholder theory should be also emphasized. This justifies the claim that the quality management approach does not help in determining the place, role and importance of stakeholders in quality management.

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