The improving of Organisation's Management Performance through the Certification Audit Case Study: The Certification Audit and the Evolution of Performance Indicators for the Communication Process

The paper suggests a conceptual model that reflects as closely as possible the reality of the integrated management system subjected to certification. To this end there have been defined and analyzed 12 performance indicators for the communication process within an organisation in order to improve the management performance of top management. The structure of the suggested conceptual model has been verified in terms of applicability for the communication process within any organisation in which an integrated management system is implemented, functional and certifiable. The case study "The certification audit and the evolution of performance indicators for the communication process" has shown the significant decline of non-conforming indicators which require analysis. This way it is shown the importance of the certification audit of the integrated management system which is increased or reduced based on the way in which the management tackles problems related to responsiveness, adaptability and conformity, as well as its capacity.