The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization

M. H. Magana; E. M. Bakama; S. C. Mukwakungu; N. Sukdeo

doi:10.1109/IEEM45057.2020.9309854

The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization

Quality and Operations Management

University of Johannesburg

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

3 Citations (Scopus)

Abstract

The study emphasizes on the execution of ISO 9001: 2015; within a South African service origination that provides learning programs in engineering industries. This study analyses the implementation of ISO 9001:2015 within the service organization. The rationale behind the study is to aid management to understand ISO 9001:2015 and align it with the organization's mission to attain optimum performance while providing the stakeholders with pinnacle quality. A descriptive approach using both quantitative and qualitative methods were utilized to analyze the data gathered from respondents (70 customers). The data was collected within the organization based on the business experience of the respondents. The analysis showed that many complaints from customers on the quality of the service delivered were recorded highlighting that the service company needs improvement in the central administration department and improves the efficiency of the learner's registration. The complaints management graph highlights that the organization needs improvement in the communication process with learners. Nevertheless, it was concluded that some learners are also satisfied with the call center personnel and the service they receive from them.

Original language	English
Title of host publication	2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020
Publisher	IEEE Computer Society
Pages	1230-1234
Number of pages	5
ISBN (Electronic)	9781538672204
DOIs	https://doi.org/10.1109/IEEM45057.2020.9309854
Publication status	Published - 14 Dec 2020
Event	2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020 - Virtual, Singapore, Singapore Duration: 14 Dec 2020 → 17 Dec 2020

Publication series

Name	IEEE International Conference on Industrial Engineering and Engineering Management
Volume	2020-December
ISSN (Print)	2157-3611
ISSN (Electronic)	2157-362X

Conference

Conference	2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020
Country/Territory	Singapore
City	Virtual, Singapore
Period	14/12/20 → 17/12/20

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 7 Affordable and Clean Energy
SDG 9 Industry, Innovation, and Infrastructure
SDG 12 Responsible Consumption and Production

Keywords

ISO 9001:2015
Quality improvement
Quality systems

ASJC Scopus subject areas

Business, Management and Accounting (miscellaneous)
Industrial and Manufacturing Engineering
Safety, Risk, Reliability and Quality

Access to Document

10.1109/IEEM45057.2020.9309854

Cite this

Magana, M. H., Bakama, E. M., Mukwakungu, S. C., & Sukdeo, N. (2020). The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization. In 2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020 (pp. 1230-1234). Article 9309854 (IEEE International Conference on Industrial Engineering and Engineering Management; Vol. 2020-December). IEEE Computer Society. https://doi.org/10.1109/IEEM45057.2020.9309854

Magana, M. H. ; Bakama, E. M. ; Mukwakungu, S. C. et al. / The Implementation of ISO 9001:2015 to Improve Quality Service : A Descriptive Study on a South African Service Organization. 2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020. IEEE Computer Society, 2020. pp. 1230-1234 (IEEE International Conference on Industrial Engineering and Engineering Management).

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abstract = "The study emphasizes on the execution of ISO 9001: 2015; within a South African service origination that provides learning programs in engineering industries. This study analyses the implementation of ISO 9001:2015 within the service organization. The rationale behind the study is to aid management to understand ISO 9001:2015 and align it with the organization's mission to attain optimum performance while providing the stakeholders with pinnacle quality. A descriptive approach using both quantitative and qualitative methods were utilized to analyze the data gathered from respondents (70 customers). The data was collected within the organization based on the business experience of the respondents. The analysis showed that many complaints from customers on the quality of the service delivered were recorded highlighting that the service company needs improvement in the central administration department and improves the efficiency of the learner's registration. The complaints management graph highlights that the organization needs improvement in the communication process with learners. Nevertheless, it was concluded that some learners are also satisfied with the call center personnel and the service they receive from them.",

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Magana, MH, Bakama, EM , Mukwakungu, SC & Sukdeo, N 2020, The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization. in 2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020., 9309854, IEEE International Conference on Industrial Engineering and Engineering Management, vol. 2020-December, IEEE Computer Society, pp. 1230-1234, 2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020, Virtual, Singapore, Singapore, 14/12/20. https://doi.org/10.1109/IEEM45057.2020.9309854

The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization. / Magana, M. H.; Bakama, E. M.; Mukwakungu, S. C. et al.
2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020. IEEE Computer Society, 2020. p. 1230-1234 9309854 (IEEE International Conference on Industrial Engineering and Engineering Management; Vol. 2020-December).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AB - The study emphasizes on the execution of ISO 9001: 2015; within a South African service origination that provides learning programs in engineering industries. This study analyses the implementation of ISO 9001:2015 within the service organization. The rationale behind the study is to aid management to understand ISO 9001:2015 and align it with the organization's mission to attain optimum performance while providing the stakeholders with pinnacle quality. A descriptive approach using both quantitative and qualitative methods were utilized to analyze the data gathered from respondents (70 customers). The data was collected within the organization based on the business experience of the respondents. The analysis showed that many complaints from customers on the quality of the service delivered were recorded highlighting that the service company needs improvement in the central administration department and improves the efficiency of the learner's registration. The complaints management graph highlights that the organization needs improvement in the communication process with learners. Nevertheless, it was concluded that some learners are also satisfied with the call center personnel and the service they receive from them.

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Magana MH, Bakama EM , Mukwakungu SC , Sukdeo N. The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization. In 2020 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2020. IEEE Computer Society. 2020. p. 1230-1234. 9309854. (IEEE International Conference on Industrial Engineering and Engineering Management). doi: 10.1109/IEEM45057.2020.9309854

The Implementation of ISO 9001:2015 to Improve Quality Service: A Descriptive Study on a South African Service Organization

Abstract

Publication series

Conference

UN SDGs

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this