Improve Customer Satisfaction through Implementation of Quality Management System ISO 9001:2008

2017 ◽  
Author(s):  
Sasa Tantri Nur Afifah ◽  
Rasto Rasto
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001

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 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.

The Implementing ISO 9001 In Manufacture Industry

2020 ◽  
Vol 6 (2) ◽  
pp. 92-97
Author(s):  
Wella Wella ◽  
Laurentia Chia
Keyword(s):  
Information Technology ◽  
Risk Management ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Maturity Model ◽  
Quality Performance ◽  
Manufacture Industry

In 2015 ISO 9001 significantly reviewed and new requirements for certification were introduced. One of the new requirements is risk-based thinking. The risk-based thinking has to be addressed and managed in all aspects of quality management system processes and functions. In ISO 9001:2015 an organization required to take into those risk linked to quality and customer satisfaction. Risk management can be a guideline for the implementation of ISO 9001:2015. This research is only focused on information technology department at PT Softex Indonesia. The methodology of this implementation applies the seventh clause of ISO 9001:2015. Measurements performed by using maturity model and seventh audit stage. After the implementation, the organization needs to maintain the requirements of ISO 9001:2015 and try to continuously improve its quality performance.

Quality Management System Implementation Based on Lean Principles and ISO 9001:2015 Standard in an Advanced Simulation Centre

2021 ◽  
Vol 51 ◽  
pp. 28-37
Author(s):  
Maria Angeles Tebar Betegon ◽  
Víctor Baladrón González ◽  
Natalia Bejarano Ramírez ◽  
Alejandro Martínez Arce ◽  
Juan Rodríguez De Guzmán ◽  
...  
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
System Implementation ◽  
Lean Principles ◽  
Simulation Centre

ISO 9001:2000 based quality management system via ABET-based accreditation

2011 ◽  
Vol 7 (2) ◽  
pp. 125 ◽  
Author(s):  
D. Thandapani ◽  
K. Gopalakrishnan ◽  
S.R. Devadasan ◽  
C.G. Sreenivasa ◽  
R. Murugesh
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001

Intensifying effects of COVID-19 on economic growth, logistics performance, environmental sustainability and quality management: evidence from Asian countries

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Ikram ◽  
Yichen Shen ◽  
Marcos Ferasso ◽  
Idiano D’Adamo
Keyword(s):  
Economic Growth ◽  
Quality Management ◽  
Environmental Performance ◽  
Management System ◽  
Quality Management System ◽  
Iso 14001 ◽  
Iso 9001 ◽  
Asian Countries ◽  
Content Type ◽  
Goods And Services

Purpose This study aims to explore the effects of the COVID-19 outbreak on exports of goods and services, logistics performance, environmental management system (ISO 14001) certification and quality management system (ISO 9001) certification in top affected Asian countries of India, Iran, Indonesia, Philippines, Bangladesh and Pakistan. Design/methodology/approach A novel grey relational analysis models’ approach is used to examine the inter-relationship between COVID-19 economic growth and environmental performance. Moreover, the authors applied a conservative (maximin) model to investigate which countries have the least intensifying affected among all of the top affected COVID-19 Asian countries based on the SS degree of grey relation values. The data used in this study was collected from multiple databases during 2020 for analysis. Findings Results indicate that the severity of COVID-19 shows a strong negative association and influence of COVID-19 on the exportation of goods and services, logistics performance, ISO 9001 and ISO 14001 certifications in all the six highly affected countries during a pandemic outbreak. Although the adverse effects of COVID-19 in exporting countries persisted until December 31, 2020, their magnitude decreased over time in Indonesia and Pakistan. During the COVID-19 outbreak, Pakistan showed comparatively better performance among the six top highly affected Asian countries due to its smart locked down strategy and prevents its economy from severe damages. While India and Iran export drastically go down due to a rapid increase in the number of COVID-19 cases and deaths. Research limitations/implications The research findings produce much-required policy suggestions for leaders, world agencies and governments to take corrective measures on an emergent basis to prevent the economies from more damages and improve their logistics, environmental and quality performance during the pandemic of COVID-19. Originality/value This study develops a framework and investigates the intensifying effects of COVID-19 effects on economic growth, logistics performance, environmental performance and quality production processes.

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