Making Sense of Non-compliance: A Semiotic Approach
Compliance is an important aspect of operational requirements, and is essential to have a system that allows for compliance to be monitored, managed and improved. However, why non-compliance occurs in organisations is not always well understood. This paper proposes that the semiotic approach can aid in making sense of non-compliance behaviour by analysis of the actions of the agents. In particular, the organisational containment analysis highlights the division between informal and formal treatment of compliance. It also indicates that the established norms which are as a result of rules, regulations, beliefs and other patterns can influence behaviour. The paper proposes that these norms and patterns constitute the culture and beliefs of the organisation and determines how the agents embrace rules and regulations. An example of analysing compliance using the semiotic approach is presented using a case study of non-compliance to the quality management system at NHS Blood and Transplant (NHSBT).