INTERNAL STAKEHOLDER VIEWS ON ISO 9001:2015 QUALITY MANAGEMENT SYSTEM: AN EXAMPLE OF HIGHER EDUCATION INSTITUTION

Abstract

The quality management system is a management approach that aims to exceed the expectations of
internal and external stakeholders, supports teamwork, and realizes the review and improvement of
all units and activities. It is a system that aims to increase the quality and efficiency of the
management as well as the products and services of the organization by giving priority to quality,
according to the expectations of internal and external stakeholders. ISO 9001 standards; it emerged
in the period when competitors increased and customer demands differed.Its purpose is to answer the question of how can I present the product to the customers with better
quality than its competitors. It refers to the processes that cover the entire process of planning,
implementing, controlling, taking action together with the status assessment of a product. Higher
education institutions also apply ISO 9001:2015 Quality Management System in order to manage
resources effectively and efficiently in accordance with stakeholder expectations in educationtraining, research-development, social contribution processes, and managerial and support
processes. It tries to provide internal quality assurance with ISO standards. With this study, in
which stakeholder expectations and opinions about the process are collected, it is aimed to
determine the opinions of ISO 9001: 2015 QMS, which has been applied for one year in all
academic and administrative units of a higher education institution, and to design preventive
activities in accordance with stakeholder expectations. With the research, it is thought that the
attitudes towards ISO are quite positive and that quality can be ensured with some additional
measures and trainings.