The role of establishing a quality management system on improving the business process in waterproofing production companies in Dilijan city

Dissertation for Master's degree (M.Sc)

Internal orientation

Research abstract:

Nowadays, most organizations have realized that improving the quality of goods and services is a necessary condition for survival and presence in the global market and competition. "ISO" includes requirements for establishing, establishing, implementing and maintaining the quality management system. With all the importance and vital position of the quality management system in organizations, clear and usable foundations of it have not been presented to managers and organizations, and we feel less successful examples in organizations. The purpose of this research is the role of establishing a quality management system on the improvement of domestic and export business in waterproofing production companies in Dilijan city. The main research question is "Has the establishment of quality management system played an effective role in improving the business process of waterproofing manufacturing companies?" , which library studies and field research have been conducted to achieve. According to the purpose, this research includes two hypotheses: 1) Companies with quality management systems enjoy a more favorable domestic market. 2) Companies with a quality management system enjoy a more favorable export situation.

In order to examine the hypotheses after the theoretical foundations of the research such as topics related to quality, quality management, insulation and its industry, buying and selling and export market and so on. . . was studied, in this research, in accordance with the topic, the questionnaire tool and the survey descriptive research method were used in companies with ISO certification and those without ISO certification and comparing them with each other in order to measure its effectiveness and the achievement of the desired goals of the system after receiving the certificate, and descriptive and inferential statistics were used to analyze the data. Quality management (ISO) has had an impact on the improvement of the trading and export process of these companies, and the desired goals of the quality management system (ISO) have been met.

Key words: quality, quality management, quality management system, ISO, waterproofing, commerce, internal commerce,

foreign trade (exports)

Chapter 1

Research plan

Introduction:

In today's world, along with the tremendous developments and changes that occur in various economic, social and technological dimensions, profound changes have also been created in the conditions and new management systems, and completely different views than in the past govern the management of organizations.

One of the new concepts that has found a significant place in many countries of the world today is quality organization, based on which different organizations and enterprises are evaluated and by creating a competitive environment, they move towards improvement and promotion.

Current developments and intense economic competition in the international arena in recent years, which have created many changes in the economic environment of societies, the increasing attitude of organizations and production and service institutions to provide services and quality production of products, reduce costs and pay attention to the needs of customers, has provided a suitable basis for the growth and excellence of organizations.

The main management structure of all organizations consists of a set of systems that express how the organization functions. The first consideration in designing a system or process is to produce the desired result. The idea that the processes and their common seasons should be analyzed and continuously improved is considered the main foundation of the quality management system concept. ISO international standards are presented with the intention of providing the core of standard systems that can be applied in a wide range of industries and activities (Shafia, 2010, p. 22). The ISO standard model under the title of quality management system is a model for guaranteeing design, development, production, installation and service delivery (Shah Mohammadi and Shah Karmi, 2018, p. 17). The ISO standard includes requirements for creating, establishing, implementing and maintaining the quality management system in such a way that if it is necessary to prove the organization's ability to establish the quality management system, it can be evaluated (Lamei, 2011, p. 92). During the last two decades, the attention and interest of managers in organizations, service and production institutions of developed and developing countries to quality has increased significantly.. Today, countless managers of organizations consider quality as an important and strategic factor. The conducted research also confirms the strategic benefits of quality at the global level, because quality leads to an increase in market share and greater return on investment, as well as in the long term it leads to a reduction in production costs and greater productivity. So that according to the various spatial and temporal factors and the specific characteristics and needs of different societies, all kinds of social organizations emerge and expand every day and their number increases. But the fact is that many organizations in recent years have directed their movement towards quality to establish a quality management system based on the "ISO 9000" series and similar models. The primary expectation of these organizations is to win the trust of customers and employers as providers of committed services and products, but other expectations have been raised in their minds, and that is to improve the quality level of the organization and the product, in line with global progress. But in practice, it can be seen not only in our country but in other parts of the world, organizations have achieved experiences in a wide range in achieving their secondary expectations, and that is that a nation is known by its citizens and an organization by its employees, and the progress and dynamism of an organization is determined by the health and well-being of its employees. humidity has been investigated and analyzed the relationship between these variables and what effect the establishment or non-establishment of the above systems has had on the sales and export processes of the mentioned companies. 1-1 Statement of the research topic and problem: Today, the use of modern management methods has become a necessity for economic units and organizations, and quality management, as the most important and comprehensive of these methods, has been able to provide such devices in the provision of products and services by providing suitable methods and models. It has helped with better quality and lower cost, and as a result the necessity of using them has been raised more and more. 9001:2008.

Quality management systems are that part of the organization's quality management system that emphasizes on achieving results in terms of quality goals to meet the needs, expectations and requirements or demands of the interested parties as the case may be.

Attention to creating mechanisms that lead to customer satisfaction is the foundation of quality management systems. The quality management system takes customer satisfaction as a goal for the entire organization and fulfills this goal. Without this system, positive improvement and transformation activities will not be established at the organizational levels. Quality management systems are formed according to the type of activity of the organization, and in establishing them, deep attention should be paid to the organization's goals and the tasks that the organization has for itself. Thus, the goal of a quality management system in a simple way is to ensure that organizations meet the needs of customers in a continuous and established manner, the results of which, of course, lead to business prosperity in manufacturing companies.

For the mobility and dynamism of production units, especially effective communication with domestic and foreign customers and the increase in sales and exports of waterproofing products, it is necessary to create, develop and improve management systems, among which the quality management system is of great importance.

Although the institutionalization of quality features in a product or service in the short term will increase costs and consequently increase its price, but it will not necessarily have a negative effect on customer demand. In order to compete effectively in the global economy, the products or services of an organization must meet the requirements of certain quality standards. Producing products or providing services without quality causes losses to organizations in both domestic and foreign markets (Motwani et al., 1994, pp. 38-52).