Analysis of Implementation of a Quality Management System According to ISO 9001:2000 at Swiss German University for Enhancing its Customer Satisfaction
Notes: cd is not availablernAn international standard on quality management system (QMS), ISO 9001:2000, is considered as the best available management tool which suits to the commitment of Swiss German University (SGU) for delivering quality education and improving its customer satisfaction. Based on the identified gaps between the existing QMS and the requirements of ISO 9001:2000, SGU needs to adjust its business process mapping toward customer-oriented processes. Improvements are necessary for processes related to the management activities as well as the monitoring and measurement processes. Inputs from the customer through customer satisfaction survey should be taken into account when performing management reviews for determining improvement programs. In addition, a Quality Manual specifying the SGU's QMS has been introduced. This manual and its corresponding procedures can be used as the guidance for establishment of the QMS including for ISO 9001:2000 certification purpose.
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