Analysis of the motivations for ISO 9001:2015 adoption in the Brazilian business context

SummaryIn 1995, the management of the University Clinic Hamburg-Eppendorf proposed to establish a total quality assurance (QA) system. A revised QA-system has been introduced stepwise in the department of nuclear medicine since 1997, and certification was achieved in accordance with DIN EN ISO 9001:2000 on February 14,2001.The QA-handbook is devided into two parts. The first part contains operational (diagnostic and therapeutic) procedures in so-called standard operating procedures (SOP). They describe the indication of procedures as well as the competences and time necessary in a standardized manner. Up to now, more than 70 SOPs have been written as a collaborative approach between technicians and physicians during daily clinical routine after analysing and discussing the procedures. Thus, the results were more clearly defined processes and more satisfied employees.The second part consists of general rules and directions concerning the security of work and equipment as well as radialion protection tasks, hygiene etc. as it is required by the law. This part was written predominantly by the management of the department of nuclear-medicine and the QA-coordinator. Detailed information for the patients, documentation of the work-flows as well as the medical report was adapted to the QM-system. Although in the introduction phase of a QA-system a vast amount of time is necessary, some months later a surplus for the clinical workday will become available. The well defined relations of competences and procedures will result in a gain of time, a reduction of costs and a help to ensure the legal demands. Last but not least, the QA-system simply helps to build up confidence and acceptance both by the patients and the referring physicians.

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A quality management system according to DIN EN ISO 9001:2000 leads to significant reduction of costs for medical goods and laboratory investigations

The Thoracic and Cardiovascular Surgeon ◽

10.1055/s-2005-862057 ◽

2005 ◽

Vol 53 (S 01) ◽

Author(s):

S Beholz ◽

W Konertz

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

Iso 9001 ◽

Laboratory Investigations ◽

Reduction Of Costs

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Aufbau eines Telemedizinnetzwerkes zur akuten Schlaganfallbehandlung in Ostsachsen unter Leitung des nach DIN EN ISO 9001:2000 zertifizierten Dresdner Schlaganfall Centrums

Aktuelle Neurologie ◽

10.1055/s-2007-988105 ◽

2007 ◽

Vol 34 (S 2) ◽

Author(s):

T Goldhagen ◽

U Becker ◽

M Eulitz ◽

M Eberlein-Gonska ◽

G Gahn

Keyword(s):

Iso 9001

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THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

Journal of Technology and Operations Management ◽

10.32890/jtom2018.13.2.7 ◽

2018 ◽

Vol 13 (Number 2) ◽

pp. 67-77

Author(s):

Anis Syamimi Abd Rahim ◽

Mohd Norhasni Mohd Asaad

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Descriptive Statistics ◽

Iso 9001 ◽

Quality Of Services ◽

Research Questions ◽

Spss Software ◽

The Relationship ◽

Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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Ocena satysfakcji klienta z usług doradczych (II) : Zastosowanie metody SERVQUAL

Przegląd Organizacji ◽

10.33141/po.2004.01.06 ◽

2004 ◽

pp. 23-26

Author(s):

RomualdI. Zalewski ◽

Michał Borucki

Keyword(s):

Iso 9001

W tej części artykułu przedstawiono wyniki badania satysfakcji klientów korzystających z usług doradczych wyspecjalizowanej firmy uzyskane zmodyfikowaną metodą SERVQUAL. W badaniu oceny jakości usług wzięło udział 50 klientów. Dowiedziono, że badanie satysfakcji klienta oparte na metodzie SERVQUAL jest przydatnym narzędziem do doskonalenia Systemu Zarządzania Jakością zgodnego z normą ISO 9001:2004.

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Retailer’s Perspective of Product Brand Equity: An Empirical Study of Vietnamese Independent Drink Stores

Journal of Economics and Development ◽

10.33301/2011.13.02.05 ◽

2011 ◽

pp. 61-88

Author(s):

Huong Hoang Thi Thu ◽

Lin Yu-Li

Keyword(s):

Brand Equity ◽

Sales Promotion ◽

Three Dimensions ◽

Brand Trust ◽

Brand Performance ◽

Business Context ◽

Brand Association ◽

Customer Perceived Value ◽

Trade Promotions ◽

Retail Grocery

In the literature on product branding, significant attention has been paid to brand equity in the consumer context, but relatively little attention has been paid to the application of the concept of brand equity in the business-to-business context. This research attempts to bridge this gap by exploring the customer-based brand equity concept from the retailers’ perspective. The study was conducted in the context of the Vietnamese independent retail grocery sector. This context was chosen on the basis that there has been limited research conducted on branding in the Vietnamese context and due to the prominence of the independent grocery sector in the retail industry of Viet Nam. By using AMOS 16 and SPSS 16.0 software, the results of the study indicate that brand equity plays an important role in the retailing context, and it comprises three dimensions - brand association, brand trust and brand loyalty. As the result of a strong brand, retailers commit to a long-term business relationship with the brand’s manufacturer. Two of these three dimensions of retailer-based brand equity, (brand association and brand trust) are positively and significantly related to the brand’s performance at the retail outlet. Manufacturer support, including advertising, sales promotion and trade promotions has been confirmed by this study to be an antecedent of retailer-based brand equity, brand performance and customer perceived value as well.

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