Systèmes d'Information et Management


This article presents a case study concerning the implementation of the ISO standard (2000) in two SMEs in the wood sector. The aim is to model the manufacturing process in both firms. Our analysis stresses the issues connected with the devising of procedures and operating modes, which is the common concern of quality and information system engineers. Our study provides evidence that devising a procedure is not neutral. It conveys a representation of the activity, which might have an impact on the organisational structure of processes. We show that using operating modes with a narrow margin of interpretation and defining how to implement activities can be appropriate for structured process configurations. On the other hand, for semi-structured process configurations, the activity can be considered as a cognitive system rather than a function. The aim is then to give priority to rules defining the activity results or the strategies for the search for information, which provide for a large interpretation margin.