Track: Work Design, Measurement, Standardization and ISO

Abstract

ISO 9001 is a popular topic in quality management research field. Many researchers have studied ISO 9001 implementation in various sectors. However, there is lack of ISO 9001 study that focus on the content of ISO 9001 requirement. More specifically, there is lack of literature that discussed nonconforming services (NCS) control system in ISO 9001 implementation. On other side, controlling nonconforming outputs is one of ISO 9001:2015 requirements. In order to fill the gap in the literature, this research aims to design NCS control system for ISO 9001 implementation in a service company. The NCS that is controlled is all non-conforming outputs at all stages of service provision. This research applied qualitative research methodology by using case study approach. The object of case study is a company that provides laundry service. When the research is performed, the company was under process in implementing ISO 9001:2015. This research consists of four stages, namely setting process objectives and scope, data collection and existing NCS control system mapping, process analysis, and NCS control system formulation. The research result shows the NCS control system we developed for the research object. This paper will describe the content of the system and the research implications.    

Keywords

ISO 9001, Nonconforming, System, Output, Services