Sustaining a quality management system: Process, issues and challenges

• Main Authors: Mohd Mokhtar, Sany Sanuri, Abdullah, Nur Adiana Hiau, Kardi, Nordin, Yacob, Mohd Idzwan
• Format: Article
• Language: English
• Published: Emerald Group Publishing Limited 2013
• Subjects: HD28 Management. Industrial Management; LB2300 Higher Education
• Online Access: http://repo.uum.edu.my/15420/1/BSS-12.pdf; http://repo.uum.edu.my/15420/; http://doi.org/10.1108/BSS-12-2011-0032
• Institution: Universiti Utara Malaysia

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.