Changes in standard management system principles in a crisis situation

Abstract

Organizations are characterized by continuous improvement, both in terms of meeting customer expectations and in their commitment to quality. This paper presents the findings of a Hungarian questionnaire-based survey examining how quality management principles supported organizations during the COVID-19 crisis. Nearly three hundred organizations responded to questions about their experiences during the pandemic. Descriptive statistics and correlation analysis were applied to assess which quality management principles had the strongest positive impact on organizational management systems in a crisis context. The results highlight the importance of people engagement, relationship management, and customer focus. These quality principles gained increased importance during the crisis. The findings may support organizations seeking to respond to future crises through standardized management systems.