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 pra ctice, the Iso 9000 referential makes way for a redistribution of cards wit hin the organization, as well as for a more global renewal of normative pro duction. The quality-assessment system modifies the balance in work relatio ns, by involving all the personnel in the a "organization task", in other w ords in a job that was originally carried out by management. Moreover, it p laces each actor in front of a dilemma opposing, on the one hand, the writt en recognition of his field of responsibility, and, on the other hand, the possibility of being supervised more closely due to the written instruction s applying to his work practice.