Sustaining a quality management system: process, issues and challenges

Abstract

Purpose

This paper aims to highlight the planning and implementation processes of a higher education institution ISO 9000 quality management system.

Design/methodology/approach

The paper discusses the issues and challenges faced by the institution in the process of maintaining and going beyond the minimum requirements of a quality management system.

Findings

The paper finds that senior leaders of an organization play an important role in driving the organization to quality improvement and organizational excellence.

Practical implications

The paper suggests practical information for management of a higher education institution to maintain and sustain a quality management system.

Originality/value

Maintaining a quality management system remains critical for an organization that has obtained certification. It has been observed that maintaining a quality management system is a far more daunting task than obtaining one.

Citation

Sanuri Mohd Mokhtar, S., Adiana Hiau Abdullah, N., Kardi, N. and Idzwan Yacob, M. (2013), "Sustaining a quality management system: process, issues and challenges", Business Strategy Series, Vol. 14 No. 4, pp. 123-130. https://doi.org/10.1108/BSS-12-2011-0032