Implementation of a Quality Management System as a managerial tool

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2011 (EL)
Implementation of a Quality Management System as a managerial tool (EN)

Konstantinidou, Veronica (EN)
Kontanas, Dionysis (EN)

Tarantilis, Prof. Christos (EN)
Balabanis, Prof. George (EN)
Kondylis, Prof. Emmanouil (EN)
School of Economics, Business Administration and Legal Studies, Executive MBA (EN)

In today's economic climate, competition among Small Medium Enterprises (SMEs) is more intense than ever. Thus, the quality of their products and services is of critical importance, in order for SMEs to continue to grow and survive in the global environment. In our business project we will try to show how the adoption of a quality management system by a service company can be used to enhance its ability to meet customers’ needs, legal regulations as well as its own requirements. This study aims to explore the impact of the implementation of quality management system and advanced improvement tools in SMEs, in order to understand their association with organisational performance and impact on customer loyalty. The focus of our study will be on the adoption of strategic planning and customer focus among SMEs on quality management practices in order to achieve quality goods and services, and use them as competitive advantage in their business. By reviewing relevant research as well as by the application of action research methodology we were able to establish that the introduction of quality presents a real opportunity for small-medium businesses to restructure their operations so as to effectively sustain their competitiveness against larger and multi-national companies. It is critical that the implementation of a quality management system should be linked with strategic focus towards understanding customer requirements and market shifts as well as with the need to develop personnel skills and engagement to facilitate organizational transition towards the new structure. In our study we will propose a quality management system to an import, trading and aftersales services company, specialized in coffee machines and bar equipment. More analytically, our business project will present the operation of the management system of this company, with the intention of demonstrating that an effective quality management system enhances company positioning in the mind of customers, employees and shareholders. The commitment of the top management and the engagement of every employee towards the quality management system will attest many benefits for the company, such as cost savings, staff motivation and customer satisfaction. The whole concept will be to use the quality management system as a beneficial key for marketing, internal efficiency and customer recognition. (EN)


Διεθνές Πανεπιστήμιο της Ελλάδος (EL)
International Hellenic University (EN)


School of Economics and Business Administration, Executive MBA programme (EN)

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