The Influence of the Quality Management System on the Firm’s Performance : Moderating Effect of Organizational Characteristics and Customer Satisfaction

2015 ◽  
Vol 38 (4) ◽  
pp. 88-97
Author(s):  
Nam Yong Shim ◽  
◽  
Sang Cheol Lee
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Moderating Effect ◽  
Organizational Characteristics

scholarly journals Profitability and leverage in eco-efficiency and quality management system for increasing the firms’ performance

2020 ◽  
Vol 22 (3) ◽  
Author(s):  
Budiman Sutrisno ◽  
Wendy Wendy
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Stock Exchange ◽  
Multiple Linear Regression Model ◽  
Moderating Effect ◽  
Management Systems ◽  
Moderating Effects ◽  
Quality Management Systems ◽  
The Relationship

This research aims to analyze the moderating effects of profitability and leverage on the relationship between the quality management system and eco-efficiency toward the firm’s performance. The research sample consists of 75 firms listed on the Indonesia Stock Exchange as of 2017. Data concerning eco-efficiency and the quality management system are collected from the firm's annual report. This research utilizes a multiple linear regression model. The result shows that eco-efficiency and quality management system do not affect the firm’s performance. Profitability has a negative and significant moderating effect on the relationship between eco-efficiency toward the firm’s performance. Further, the moderating variable also positively and significantly moderates the relationship between the quality management system and the firm's performance. Leverage, on the other hand, is found to have no moderating effect on the relationship between eco-efficiency and quality management systems toward the firm's performance.  This study contributes and extends previous research by exploring eco-efficiency and quality management systems toward the firm’s performance simultaneously. Besides, it also examines the moderating relation of profitability and leverage in relationship with eco-efficiency and quality management system toward a firm's performance by using the sample from all firms which are listed on the Indonesia Stock Exchange and have implemented the system.

A Quality Assurance System in a Pervasive Computing Environment

2010 ◽  
pp. 61-76
Author(s):  
Amitava Mitra
Keyword(s):  
Decision Making ◽  
Quality Assurance ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Quality Assurance System ◽  
Management Objectives ◽  
Product Service

As the competition for products and services continues to grow, with customer satisfaction playing an integral part in this process, organizations are faced with the task of ensuring quality in all of their activities. Since many organizations do not necessarily produce the entire product or deliver the service by themselves, they are dependent on other vital sources, for example, suppliers, that impact quality of the finished product/service. This necessitates development and implementation of a quality management system which can integrate information from the various entities to facilitate decision making in a timely manner. Additionally, it is desirable for such a quality management system to be responsive to the existing quality environment at the various sources that contribute to the manufacture of the product or delivery of the service. This chapter provides a foundation for accomplishing such quality management objectives.

Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study

2014 ◽  
Vol 31 (8) ◽  
pp. 921-937 ◽  
Author(s):  
Vahid Nabavi ◽  
Majid Azizi ◽  
Mehdi Faezipour
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Implementation Process ◽  
Iso 9001 ◽  
Ahp Method ◽  
Content Type ◽  
Satisfaction Index

Purpose – The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization. Design/methodology/approach – This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software. Findings – According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study. Originality/value – This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.

scholarly journals Factors of quality management system influencing organizational performance: A study of pharmaceutical factories getting GMP certificate in Vietnam

2020 ◽  
Vol 6 (1) ◽  
Author(s):  
Nguyen Thuy Quynh Loan
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Organizational Performance ◽  
Product Quality ◽  
Product Design ◽  
Continuous Improvement ◽  
Management System ◽  
Quality Management System ◽  
Employee Involvement ◽  
Key Factors

A study objective is to identify key factors of QMS (Quality Management System) influencing the organizational performance in pharmaceutical factories getting GMP (Good Manufacturing Practices) certificate. The original research model consists of eight independent factors (leadership, process management, education and training, supplier management, customer focus, employee involvement, product design, and continuous improvement) and three dependent factors related to organizational performance (productivity, product quality and customer satisfaction). The study collects 265 suitable questionnaires filled by middle managers or the top managers of the pharmaceutical factories getting GMP in Vietnam. The results identify key factors of QMS as leadership, employee involvement towards customer focus, and continuous improvement towards product design have positively impact to organizational performance that is represented by productivity and product quality, customer satisfaction. The study thensuggests managerial implications to top management of pharmaceutical factories in improving performance through enhancing key factors of QMS implementation.

scholarly journals CHANGES OCCURRED IN A PORCELAIN FACTORY DUE TO QUALITY MANAGEMENT SYSTEM IMPLEMENTATION

2019 ◽  
Vol 4 (1) ◽  
pp. 47-55
Author(s):  
Adina Sârb ◽  
Liliana Itul ◽  
Maria Popa
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Process Approach ◽  
Iso 9001 ◽  
Porcelain Factory ◽  
Continual Improvement ◽  
Quality Process ◽  
Research Show

The issues approach in this research show the benefits of the implementation of ISO 9001 standard in different companies as well as the importance of certain criteria with respect to customer satisfaction and confidence. This standard specifies requirements for a quality management system and it is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. The criteria taken into account help to improve the quality management system of the organization. The purpose of this paper is to identify the changes due to the implementation of a quality management system based on ISO 9001 standard in a porcelain factory, named S.C. Apulum S.A. and to analyse the customer satisfaction and confidence within the company considered through the implementation of the standard mentioned above. The analysis of customer satisfaction and confidence was achieved by taking into account certain measurable criteria established in the company considered, criteria that have been introduced into a formula. In conclusion, it is obvious that after the implementation of the requirements of ISO 9001 standard the situation regarding the quality process and product has been improved considerably. Also, the results show that there were several variations in the period considered (2010-2017).

scholarly journals Recertification of a Quality Management System based on ISO 9001 - is it a must for a modern manufacturing company?

2021 ◽  
Vol 27 (3) ◽  
pp. 217-222
Author(s):  
Katarzyna Midor ◽  
Grzegorz Wilkowski
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Management System ◽  
Quality Management System ◽  
Iso 9000 ◽  
Iso 9001 ◽  
Customer Requirements ◽  
Manufacturing Company ◽  
Modern Manufacturing

Abstract The ISO 9000 series of standards are among the best-known standards developed by the International Organisation for Standardisation ISO. They provide guidance and guidelines for companies and organisations that want their products and services to satisfy customer requirements and their quality to be continuously improved. However, the need for recertification of the Quality Management System (QMS) based on ISO 9001 is increasingly being discussed by managers. The questions asked are: is it necessary to have such a certificate in order to maintain high product quality and customer satisfaction? What is the balance of benefits and losses for maintaining a certificate of this standard? The authors of the paper will try to answer these questions based on the experience of a medium-sized metal manufacturing company.

scholarly journals Peningkatan dan Perbaikan dari Temuan Audit External ISO 9001 di LP3I College

2019 ◽  
Vol 16 (1) ◽  
pp. 53-65
Author(s):  
Wiwiet Prihatmadji
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Monitoring And Evaluation ◽  
Iso 9001 ◽  
Supplier Evaluation ◽  
Internal Standards ◽  
Analysis And Evaluation ◽  
Improvement Measures

The findings of external audits in order to ensure the implementation of ISO 9001 quality management system at LP3I College for three consecutive years provide benefits in the form of improvement, correction  and consistency of the quality management system in accordance with applicable requirements. The methodology used refers to the PDCA methodology as a model for running the management process with continuous improvement. Improved system in the stages of the Plan in the form of Management of quality objectives, analysis and evaluation, as well as back up data. Stage of Do in the form of maintenance evaluation and realization of infrastructure and facilities targets, and Special Basic Skills Ability is set as a reference for the new admissions graduation Criteria. Stages of Check in the form of monitoring and evaluation of Quality Achievements by the leader of his subordinates, analysis and evaluation of customer satisfaction. The Act Stages are an evaluation of the effectiveness of Improvement Measures from the Non Conformance Report (NCR) findings, and makes corrective actions against any non-achievement of quality objectives. Corrections in the implementation of QMS as a solution of the findings by the auditor in the case of nonconformance of internal standards for Plan stage: document validation, re-examination of SOP content, and Evaluation on Outsourcing. For the cycle of Do: supplier evaluation responsibilities. While Check cycle: establishing observation findings as Auditor Suggestions or alternative improvements. Whereas the inconsistency actions that must be controlled so that they are always consistent in carrying out procedures include, stage of Plan : mapping each official according to his competence, stage of Do: the entire course and the recording, and stage of Check: the period of analysis and evaluation of customer satisfaction at least once a year.

Sign in / Sign up

Export Citation Format

Share Document