Improving Organizational Performance with ISO 9001 QMS Audits

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Abstract: The effective implementation of a Quality Management System (QMS) is essential for organizations striving for excellence and competitiveness, as it significantly enhances overall performance and, in turn, the business's performance. The effectiveness of QMS is commonly assessed using methods such as management reviews, customer feedback analysis and audits. Audits that are aligned with ISO standards play a critical role in evaluating management processes, measuring QMS performance and identifying opportunities for improvement. This study focuses on the importance of QMS audits in improving organizational performance within the framework of the ISO 9001 standard. Research indicates that many organizations conduct internal audits using traditional or qualitative methods which are commonly used and, they often fall short in addressing all the requirements of the ISO 9001 standard. Additionally, these methods heavily depend on the skill and expertise of the auditor, making them less reliable in evaluating QMS performance comprehensively across different levels of an organization. This study examines how audit findings are utilized to guide strategic decision-making and encourage a culture of continuous quality improvement. To overcome the limitations of qualitative methods, a quantitative approach was adopted by developing a customized, comprehensive web-based audit checklist. This checklist encompasses all aspects of the QMS standard, along with contractual, statutory, and organizational requirements. The task-based, detailed checklist helps identify gaps in compliance with objective evidence, enabling management to make well-informed decisions. The study analysed data from 38 projects and 30 functional processes at the head office using web-based statistical tools to assess QMS performance. The results of the study highlight the importance of adopting robust and systematic audit practices. Such practices maximize the potential of QMS, contribute to enhanced organizational performance, and help organizations maintain their competitiveness in a dynamic business environment