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Title: The contribution of the ISO 9001 standard to service quality: The case of small-medium enterprises in the sector of lift-elevators in Greece
Authors: Mathioudakis, Spyridon
Advisor: Chountalas, Panos
Keywords: ISO9001;Service Quality;Lift Market
Issue Date: 25-Jul-2018
Abstract: The purpose of this thesis is to analyze the Standard ISO 9001 as a quality management system in small and medium-sized enterprises (SME) service companies in the lift-elevator market. In particular, companies from this competitive market are one of the most necessary due to the existence of numerous blocks of flats. Given that the market competition is increased and there is a recession of the building activity, inevitably the market share is decreased. Service quality is one of the most significant business elements in order to maintain and to upgrade a business in this difficult market. This thesis analysis aims to study different business cases which have already implemented a quality management system in accordance with the ISO 9001 requirements and others of similar activities which have never been certified, in order to identify differences in their service quality. These differences become recognizable depend on the real incentives of integration of each business, employee’s participation and finally the future business evolution through ISO 9001. In order to examine the above, four (4) similar lift companies which are situated in Attica, Greece, were surveyed, with twenty (20) people as the maximum number of personnel. These companies have been examined as case studies, questionnaires have been used for this purpose and interviews have been conducted individually when further clarification was needed. In addition, useful information has been drawn up from past researches of service quality and ISO, other researches on similar services, and some others in SMEs and quality management systems. This study comes to the conclusion that some of the most important points for controlling the contribution of ISO 9001 is the reason for the internalization and the role of management and personnel. Businesses which truly believe in this standard and try to obtain an effective integration through their employees, they experience great benefits in their field.
Rights Creative Commons: Attribution-NoDerivatives 4.0 Διεθνές
Appears in Collections:MBA Διπλωματικές Εργασίες

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