Abstract

The paper aims to investigate the application of ISO 9001:2015 principles in non-accredited Textile and clothing production SMEs in Soweto. Given the increasing competition in the clothing sector, there's a continual need for innovative processes to enhance business performance and ultimately improve customer satisfaction and service. This research specifically delves into the context of Soweto Textile and clothing production SMEs, exploring how the adoption of ISO 9001:2015 principles can serve as a quality management system to enhance customer satisfaction. The paper underscores the potential for ISO 9001:2015 principles to positively impact the performance of Textile and clothing production SMEs in Soweto, while also highlighting the need for financial support to overcome barriers to accreditation. It contributes to the understanding of quality management practices in township-based businesses and offers recommendations for enhancing their competitiveness and sustainability. Random sample technique was used in this research to collect the relevant data. The findings of the questionnaire show that 61% of respondents never conduct quality audits in their organizations, followed by 34% of respondents who rarely conduct quality audits. The remaining 5% of respondents indicated that there were only occasional quality audits conducted. Township SMEs will benefit from applying ISO 9001:2015 in their businesses, as the application of ISO 9001:2015 principles will contribute to improving the Township SMEs systems by providing operations, which can enhance the overall business performance of township-based SMEs. Due to lack of financial ability for Township SMEs to fund the application of ISO 9001:2015, the Township SMEs will need to acquire funding for the accreditation of ISO 9001:2015, SMEs can apply for funding via government funding entities such as the Department of Small Business Development, by leveraging government funding opportunities and support services, Township SMEs can overcome financial barriers and access the resources needed to implement ISO 9001:2015 principles, ultimately improving their business performance and competitiveness.

Key Words: ISO 9001: 2015, Customer Satisfaction, Total quality management, SMEs, ISO 9001:2015; Soweto (South Africa).

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Ms. Mary Kgabi