Reducing the burden associated with ISO 9001:2015 Certification in Kosovo based Companies

Ing. Besa Gjonbalaj

Master's thesis

Abstract:

The Master's Thesis is devoted to a multiple case study of identifying challenges and costs SMEs in the service sector have experienced while implementing ISO 9001:2015. The thesis includes seven sections: 1 Theoretical Overview, 2 Research Methodology, 3 Companies Overview, 4 Results, 5 Discussion, 6 Limitations, and 7 Recommendations. The 1 Theoretical Overview section observes literature related to QMS and ISO 9001 standard from inception until now. The 2 Research Methodology section describes the methods applied to conduct and analyse the study. The 3 Companies Overview section describes the services, organizational structure, and business processes of the four selected companies. The 4 Results section is devoted to presenting the results collected from the interviews with the company representatives. The 5 Discussion section interprets and discusses the perceived challenges of ISO 9001. The 6 Limitations section shows certain limitations of the study and provides future research recommendations that can be conducted for companies in Kosovo. The 7 Recommendation section provides implementable recommendations that can be used by an organization seeking certification in the future.

Abstract:

The Master's Thesis is devoted to a multiple case study of identifying challenges and costs SMEs in the service sector have experienced while implementing ISO 9001:2015. The thesis includes seven sections: 1 Theoretical Overview, 2 Research Methodology, 3 Companies Overview, 4 Results, 5 Discussion, 6 Limitations, and 7 Recommendations. The 1 Theoretical Overview section observes literature related to QMS and ISO 9001 standard from inception until now. The 2 Research Methodology section describes the methods applied to conduct and analyse the study. The 3 Companies Overview section describes the services, organizational structure, and business processes of the four selected companies. The 4 Results section is devoted to presenting the results collected from the interviews with the company representatives. The 5 Discussion section interprets and discusses the perceived challenges of ISO 9001. The 6 Limitations section shows certain limitations of the study and provides future research recommendations that can be conducted for companies in Kosovo. The 7 Recommendation section provides implementable recommendations that can be used by an organization seeking certification in the future.

Keywords

Quality Management System (QMS), ISO 9001, Standards, SMEs, Certification, Service Sector

Language used: English

Date on which the thesis was submitted / produced: 17. 5. 2021

Thesis defence

• Date of defence: 25. 6. 2021
• Supervisor: M. B.A. Tuck Lloyd Crawford MacRae
• Reader: Ing. Petr Smutný, Ph.D.

Masaryk University

Faculty of Economics and Administration

Master programme / field:
Business Management / Business Management