QUALITY MANAGEMENT SYSTEM EVALUATION BASED ON ISO 9001:2015 WITH CASE STUDY AT SBM ITB

• Main Author: Arief Munazat, M.
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/60921
• Institution: Institut Teknologi Bandung

SBM ITB is one of the best business schools in Indonesia that maintains an ISO 9001:2015 standardized quality management system, which is a form of SBM ITB's commitment to implementing its quality policy in its determination to provide superior learning in accordance with the mission of SBM ITB. By implementing this ISO standardized quality system, it will have a good influence on the management system effectively and also improve the quality of education in a sustainable manner on an international scale. SBM ITB has implemented ISO 9001 for 9 years since ISO 9001 is still the 2008 version. However, in its implementation since 2013 until the renewal of ISO 9001 to the current 2015 version, SBM ITB is still identified as having a fairly high number of non-conformities, of which there are 33 non-conformities in the year 2019, and 31 the number of non-conformities in 2020. This is based on the results of external audits which are routinely held every year. The purpose of this research is to evaluate ITB SBM in maintaining quality standardized to ISO 9001:2015 by using the Gap Analysis method based on 10 clauses in ISO 9001:2015 itself with the Plan-DO-Check-Act (PDCA) framework. And combined with risk-based thinking in each of its data collection activities. The data collection method uses a qualitative approach with a focus on in-depth interviews and Focus Group Discussions (FGD) on 4 selected units (Program study of MBA, Unit of Quality Assurance & Accreditation, Unit of Career, Alumni & Industry, Unit of Marketing, Communication & Admission). This research also applies Study Findings and concepts based on Corrective Action & Preventive Action (CAPA) to determine the appropriate solution, recommendation and implementation plan. The results showed that there were 2 most significant findings as follows; First, employees/staff lack of understanding about the context of ISO 9001:2015. This is because the staff cannot answer/explain the questions from the standard context, do not understand the questions from the clause, and the explanation does not describe the appropriate standard questions. It is recognized that this may happen to employees at an operational level, with a high workload. Second, The Management Information System for Documentation that still does not implement integrated storage. This is known when it is difficult to show a document as a requirement to be shown and forget the location of its storage. Suggestions from the results of this research are; First, conducting intensive basic ISO 9001:2015 training which has been adapted to the Education business at SBM ITB. Second, create an integrated documentation management system for every important document needed for audit activities. To maintain and improve the quality of the system on an ongoing basis, researchers implement preventive actions, as follows; First, carry out a repository of training activities for the needs of the organization in conducting training as well as repairing and improving the training system. Second, build an integrated document management system with electronic/digital forms in the form of Team Room and Organization (Intranet).