MOTIVATION AND BENEFITS OF ISO 9001:2015 IMPLEMENTATION AND MAINTENANCE IN A MALAYSIAN LEGAL FIRM

Abstract

This research is an insider action qualitative case study research on a legal Firm X in Malaysia which has implemented, obtained certification and maintained the ISO 9001:2015 quality management system (QMS). Data was collected from interviews, document reviews and observations that were conducted from October until December 2020. It was found that there are eight internal motivations and five external motivations for ISO 9001:2015 implementation and maintenance. Internal motivations are that the ISO 9001 standard creates work processes, to have a systematic and organised workflow followed by the intention to improve productivity and quality of work in Firm X. Other motivational factors are to have an efficient operation, a faster delivery of work, to create and follow the standard template, staff empowerment, and to gain knowledge on ISO. On the other hand, the external motivation factors are for global recognition, to secure panelship, differentiating factors, to win client trust and for business benefits. The benefits obtained by Firm X includes"systematic working process", "standard procedure", "standard documentation" and "quality delivery" where ISO implementation procedures increase the firm’s efficiency, decrease non-conformities, the costs related to reworks and to sustain the relationship with the customer. Global recognition, securing panelship, differentiating factor, client trust and business benefits are the external benefits obtained from Firm X’s implementation and maintenance of ISO 9001:2015 quality management system.