IDEAS home Printed from https://ideas.repec.org/a/ers/ijebaa/vxy2022i1p261-286.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: https://www.ijeba.com/journal/762/download
    Download Restriction: no
    ---><---

    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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Martínez-Zarzuelo, Angélica & Rodríguez-Mantilla, Jesús Miguel & Fernández-Díaz, María José, 2022. "Improvements in climate and satisfaction after implementing a quality management system in education," Evaluation and Program Planning, Elsevier, vol. 94(C).
    2. Ikram, M. & Sroufe, Robert & Rehman, E. & Shah, S.Z.A. & Mahmoudi, A., 2020. "Do Quality, Environmental, and Social (QES) Certifications Improve International Trade? A Comparative Grey Relation Analysis of Developing vs. Developed Countries," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 545(C).
    3. Yang, Zhiqing & Liu, Peiyao & Luo, Lianfa, 2023. "Growing exports through ISO 9001 quality certification: Firm-level evidence from Chinese agri-food sectors," Food Policy, Elsevier, vol. 117(C).

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ers:ijebaa:v:x:y:2022:i:1:p:261-286. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marios Agiomavritis (email available below). General contact details of provider: https://ijeba.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.