Track: Quality

Abstract

The management function of any organization is to ensure that the set goals, visions and objectives of the organization meet customer satisfaction through the implementation of a Quality Management system (QMS). The aim of the study is to reduce the gap between management expectations of set standards and the given performance of the organization by employees, thus finding measures to reduce those gaps and decrease customer dissatisfaction. Primary and secondary questions are aimed to answer the following questions respectively: Will the implementation of QMS through an ISO13485 improve customer satisfaction in a medical diagnostics equipment manufacturing organization? And does staff engagement in the objectives set by management have a relationship to customer satisfaction? The researchers employ the mixed-method approach using a local diagnostics devices manufacturer as a case study. Evaluation of the operations system is done through data collection from employees and customers with the means of questionnaires. The study concluded that through statistical analysis obtained, there was unanimous support of the fact that implementation of a QMS has a positive effect on customer satisfaction, although the acceptance of the system’s implementation is not welcomed by minority of employees.