Authors:
Darmawan Napitupulu
1
;
Krisna Adiyarta
2
and
Zulvia Khalid
2
Affiliations:
1
Indonesian Institute of Sciences, Indonesia
;
2
Universitas Budi Luhur, Indonesia
Keyword(s):
Quality, Management, Principle, ISO 9001, Gap, SMEs
Abstract:
To be able to survive Quality management systems especially ISO 9001 have been widely adopted as strategy for organizations to ensure the quality of process, which in turn will increase the quality of product/services. In fact, many organizations in SMEs level could not implemente the QMS because of their constraints. Even worse, they do now know about the advantage of QMS and feel they no not need it. This research purpose is to discuss how far the gap between SMEs that already have implemented QMS ISO 9001 and those that have not, especially in term of quality management principle. The method of deep interview and survey used in this research. The result show that there is a huge gap between two kinds organization especially SMEs with ISO 9001 and those who do not, in some variables such as customer focus, leadership, process approach and evidence based-decision. This research also explored what the benefits obtained by organization with successfull ISO 9001 sertification, includin
g better management, available data & information to trace until customer satisfaction.
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