The Implementation of a Quality Management System in Accordance with ISO 9001: 2015 Standard: A Case Study
Purpose: This article aims to provide the main guidelines for a Quality Management System (QMS) implementation, compliant with the international standard ISO 9001: 2015, within a banking service offered by a large Algerian public bank. Design/Methodology/Approach: A qualitative study based on document review, gap analysis grid, and observation, brainstorming as well as semi-directive interview for descriptive purposes was conducted. Findings: The diagnosis results of the current state suggest the need to develop an action plan that attempts to bring the QMS in compliance with the requirements of ISO 9001: 2015, as well as to proceed with the design, development and implementation of the foundations of this system (contextual issues, needs and expectations of interested parties, QMS and its necessary processes as well as the quality documentation system). Practical Implications: The positive results expected from the implementation of the QMS depend considerably on the commitment of the bank's top management and the involvement of all its employees.