Integrating the factors of customer satisfaction into ISO 9001 Quality Management System - Case Study Terrafame Oy
Heikkinen, Jenna (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202602173020
https://urn.fi/URN:NBN:fi:amk-202602173020
Tiivistelmä
The aim of the thesis is to investigate how to improve the definitions and directions of ISO 9001 Quality Management System so that they will support achieving and maintaining customer satisfaction. The focus will be on recognizing the factors of customer satisfaction that can be integrated into the development of the QMS. In addition, the practical improvement suggestions will be produced to achieve the research objectives.
The research will analyze the status of how the factors of customer satisfaction are integrated into ISO 9001 QMS. It will be covered with research into the status of customer experience. The research will ana-lyze the most essential factors that influence customer satisfaction in the context of the organization. The analysis will be conducted with customer interviews and the analysis of the existing customer feedback. The development of the QMS will cover the practical actions and improvements that can be implemented to improve customer satisfaction through ISO 9001 QMS and operational instructions.
The theoretical background is based on quality management, ISO 9001 QMS and customer satisfaction frameworks (ie. Kano Model and SERVQUAL), which supports the empirical part and development work. The scope of the research will cover the evaluation of the potential impact and developmental needs of ISO 9001 QMS definitions and processes. The thesis will not cover the status of customer satisfaction after the improvement actions have been implemented. Measuring the results after the implications have been applied will not be included in the scope of the research.
The research strategy of the thesis is a qualitative case study. The research utilizes an abductive research approach that is an iterative process between theories and empirical findings. Qualitative interviews will be collected as a data collection method. It will be supplemented with secondary data provided by the consulting company. The qualitative research approach will focus on finding the most essential factors that acknowledge customer satisfaction in developing the ISO 9001 QMS. The qualitative research approach will evaluate the status of the developmental needs. It also aims to evaluate the potential impact of im-provements in the customer satisfaction point of view.
The research will analyze the status of how the factors of customer satisfaction are integrated into ISO 9001 QMS. It will be covered with research into the status of customer experience. The research will ana-lyze the most essential factors that influence customer satisfaction in the context of the organization. The analysis will be conducted with customer interviews and the analysis of the existing customer feedback. The development of the QMS will cover the practical actions and improvements that can be implemented to improve customer satisfaction through ISO 9001 QMS and operational instructions.
The theoretical background is based on quality management, ISO 9001 QMS and customer satisfaction frameworks (ie. Kano Model and SERVQUAL), which supports the empirical part and development work. The scope of the research will cover the evaluation of the potential impact and developmental needs of ISO 9001 QMS definitions and processes. The thesis will not cover the status of customer satisfaction after the improvement actions have been implemented. Measuring the results after the implications have been applied will not be included in the scope of the research.
The research strategy of the thesis is a qualitative case study. The research utilizes an abductive research approach that is an iterative process between theories and empirical findings. Qualitative interviews will be collected as a data collection method. It will be supplemented with secondary data provided by the consulting company. The qualitative research approach will focus on finding the most essential factors that acknowledge customer satisfaction in developing the ISO 9001 QMS. The qualitative research approach will evaluate the status of the developmental needs. It also aims to evaluate the potential impact of im-provements in the customer satisfaction point of view.