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dc.contributor.author
Konstantinidou, Veronica
en
dc.contributor.author
Kontanas, Dionysis
en
dc.date.accessioned
2015-06-04T08:05:20Z
dc.date.available
2015-09-27T05:56:42Z
dc.date.issued
2015-06-04
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/176
dc.rights
Default License
dc.title
Implementation of a Quality Management System as a managerial tool
en
heal.type
masterThesis
heal.secondaryTitle
Lessons from ISO certification in small- medium service companies
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heal.keyword
Total quality management--Case studies
en
heal.keyword
Quality control--Case studies
en
heal.keyword
ISO 9000 Standards
en
heal.keyword
Dissertations, Academic
en
heal.language
en
heal.access
free
el
heal.license
http://creativecommons.org/licenses/by-nc/4.0
heal.recordProvider
School of Economics, Business Administration and Legal Studies, Executive MBA
heal.publicationDate
2011
heal.bibliographicCitation
Konstantinidou Veronica and Kontanas Dionysis, 2011, Implementation of a Quality Management System as a managerial tool: Lessons from ISO certification in small- medium service companies, Master's Dissertation ,International Hellenic University
en
heal.abstract
In today's economic climate, competition among Small Medium Enterprises (SMEs) is more
intense than ever. Thus, the quality of their products and services is of critical importance,
in order for SMEs to continue to grow and survive in the global environment. In our
business project we will try to show how the adoption of a quality management system by
a service company can be used to enhance its ability to meet customers’ needs, legal
regulations as well as its own requirements.
This study aims to explore the impact of the implementation of quality management system
and advanced improvement tools in SMEs, in order to understand their association with
organisational performance and impact on customer loyalty. The focus of our study will be
on the adoption of strategic planning and customer focus among SMEs on quality
management practices in order to achieve quality goods and services, and use them as
competitive advantage in their business.
By reviewing relevant research as well as by the application of action research
methodology we were able to establish that the introduction of quality presents a real
opportunity for small-medium businesses to restructure their operations so as to effectively
sustain their competitiveness against larger and multi-national companies. It is critical that
the implementation of a quality management system should be linked with strategic focus
towards understanding customer requirements and market shifts as well as with the need
to develop personnel skills and engagement to facilitate organizational transition towards
the new structure.
In our study we will propose a quality management system to an import, trading and aftersales
services company, specialized in coffee machines and bar equipment. More
analytically, our business project will present the operation of the management system of
this company, with the intention of demonstrating that an effective quality management
system enhances company positioning in the mind of customers, employees and
shareholders. The commitment of the top management and the engagement of every
employee towards the quality management system will attest many benefits for the
company, such as cost savings, staff motivation and customer satisfaction. The whole
concept will be to use the quality management system as a beneficial key for marketing,
internal efficiency and customer recognition.
en
heal.tableOfContents
Table of contents .............................................................................................................. 2
Abstract ........................................................................................................................... 3
Introduction ...................................................................................................................... 4
The importance of quality .................................................................................................. 6
Project methodology ......................................................................................................... 9
Impact of ISO 9000 Certification on business performance: literature review .................... 11
Research findings ........................................................................................................ 12
External impacts ...................................................................................................... 12
Internal impacts ....................................................................................................... 15
Synthesis of research findings ................................................................................. 19
Small-Medium Enterprises basics ................................................................................... 22
Overview of Small-Medium Enterprises’ characteristics ................................................ 22
Presentation of Company X ..................................................................................... 24
Designing a quality management system ......................................................................... 26
Understanding existing mode of operation ............................................................... 27
Adapting processes to conform with ISO 9000 specifications ...................................... 30
Quality Management Principles ................................................................................ 30
Planning organisation’s business processes ............................................................ 34
Process re-engineering ............................................................................................ 36
Implementation phase of quality management ............................................................. 40
Project evaluation ........................................................................................................... 47
Conclusion ..................................................................................................................... 50
References ..................................................................................................................... 52
en
heal.advisorName
Balabanis, Prof. George
en
heal.committeeMemberName
Balabanis, Prof. George
en
heal.committeeMemberName
Kondylis, Prof. Emmanouil
en
heal.committeeMemberName
Tarantilis, Prof. Christos
en
heal.academicPublisher
School of Economics and Business Administration, Executive MBA programme
en
heal.academicPublisherID
ihu
heal.numberOfPages
59
heal.fullTextAvailability
true
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