The Development of a Quality Management System for a Service and Manufacturing Organization

[摘要] South African Organizations are constantly searching for a perfect tool that mayhelp them to effectively manage every aspect of their operations. While thesearch for this tool has proved to be fruitless for many organizations, variousmodels have been implemented to ensure that organizations have control overtheir processes. However the consistency of good quality products and servicesstill remain uncertain. The willingness of organizations wishing to choose a toolthat ensures processes are in control with consistent products and services thatultimately fulfill customer requirements is a risk that currently faces South Africa.The ISO 9001:2008 Standard and the implementation of a Quality ManagementSystem has become the certification of assurance for organizations. Thequestion however arises to whether Quality Management System has an effecton the organization processes and customer satisfaction?The Study considers two Organizations. A tangible product based Organizationin the Civil Engineering field building roads and buildings (KPMMM Construction)and a more less tangible service based organization, specializing in ProjectManagement (ISF Services). The study of understanding the current processcontrols and client satisfaction and whether the development and implementationof a Quality Management System is the solution for organizations to have greatercontrol over their processes and in turn a more gratified client.The ISO 9001:2008 standard describes the basic activities that are required for aquality focused organization in developing and implementing a system to ensureproduct and service that satisfy customer needs and expectations. Therequirements of the standard are such that they affect everyone in theorganization.It has been identified from previous sources as mentioned by Anand, K. B.,based QMS of manufacturing environment. Paper presented at the 2012International Conference on Communication, Information & ComputingTechnology (ICCICT), Mumbai, India and by and Chi-Hsiang, W., & Dwen-Ren,T. (2009). Integrated installation of ISO 9000 and ISO 27000 managementsystems in an organization. Paper presented at the 43rd Annual 2009International Carnahan Conference on Security Technology, 2009, that theproblem Organizations have today is understanding the benefit of ISO 9001 anda Quality Management System. The study shows the design, developmenet,implementation and benifits before and after ISO 9001 implementation taking intoaccount customer satisfaction and employee performance which in turn relates tothe organizations overall process performance.The validation of this dissertation can be justified with the South African Burea ofStandards certifing ISF Services to ISO 9001:2008 and a letter from ISF Servicesto state that the processes followed allowed certifcation.This thesis is submitted in fulfilment of the requirements for the degree Mastersof Science (Industrial Systems) in the Faculty of Industrial Engineering,University of Pretoria, Pretoria.Laxmi, A. B., & Maruti, S. P. (2012). An expert advisory system for ISO 9001

[发布机构] University of Pretoria