Analyze System of Quality Management Using ISO 9001:2015 (Case Study: PT. XYZ)

摘要

In the face of global competition, companies need to know, whether the quality management system that is run in accordance with ISO 9001:2015 or not. The purpose of this study is to improve customer satisfaction through effective system implementation, including process improvementand needs that meet customer requirements, and applicable regulations. This study uses a quantitative approach. The data were collected using a questionnaire as a primary method, observation and interviews. Data were obtained from the expertise needed in the company. The maturity level ofthe company in the process of quality management system contained in the overall average domain is 2.867. The results showed that the implementation of ISO 9001:2015 quality management system has not been able to provide satisfaction to customers. Therefore the Company should strive to improveits performance in order to meet the target in accordance with ISO 9001:2015.