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The Implementation of a Quality Management System in Accordance with ISO 9001: 2015 Standard: A Case Study

Author

Listed:
  • Mehdi Bouchetara
  • Ahlem Fatma Zohra Amrani
  • Imad Eddine

Abstract

Purpose: This article aims to provide the main guidelines for a Quality Management System (QMS) implementation, compliant with the international standard ISO 9001: 2015, within a banking service offered by a large Algerian public bank. Design/Methodology/Approach: A qualitative study based on document review, gap analysis grid, and observation, brainstorming as well as semi-directive interview for descriptive purposes was conducted. Findings: The diagnosis results of the current state suggest the need to develop an action plan that attempts to bring the QMS in compliance with the requirements of ISO 9001: 2015, as well as to proceed with the design, development and implementation of the foundations of this system (contextual issues, needs and expectations of interested parties, QMS and its necessary processes as well as the quality documentation system). Practical Implications: The positive results expected from the implementation of the QMS depend considerably on the commitment of the bank's top management and the involvement of all its employees.

Suggested Citation

  • Mehdi Bouchetara & Ahlem Fatma Zohra Amrani & Imad Eddine, 2022. "The Implementation of a Quality Management System in Accordance with ISO 9001: 2015 Standard: A Case Study," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 261-286.
    • Handle: RePEc:ers:ijebaa:v:x:y:2022:i:1:p:261-286
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    References listed on IDEAS

    as
    1. Manish Avinash Sawant & Om Prakash Yadav & Connie Rokke, 2018. "A practical quality management system implementation framework for small-sized companies," International Journal of Intelligent Enterprise, Inderscience Enterprises Ltd, vol. 5(1/2), pages 173-193.
    2. del Castillo-Peces, Carlos & Mercado-Idoeta, Carmelo & Prado-Roman, Miguel & del Castillo-Feito, Cristina, 2018. "The Influence Of Motivations And Other Factors On The Results Of Implementing Iso 9001 Standards," European Research on Management and Business Economics (ERMBE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 24(1), pages 33-41.
    3. Andreas Kakouris & Eleni Sfakianaki, 2019. "Motives for implementing ISO 9000 – does enterprise size matter?," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 68(2), pages 447-463, January.
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    More about this item

    Keywords

    QMS; ISO 9001:2015 standard; banking service; process.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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