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

Ing. Besa Gjonbalaj

Diplomová práce

Anotace:

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

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 17. 5. 2021

Obhajoba závěrečné práce

• Obhajoba proběhla 25. 6. 2021
• Vedoucí: M. B.A. Tuck Lloyd Crawford MacRae
• Oponent: Ing. Petr Smutný, Ph.D.

Masarykova univerzita

Ekonomicko-správní fakulta

Magisterský studijní program / obor:
Business Management / Business Management