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

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.