Developing an ISO 9001-2015 based Quality Manual for the Jasmine Charitable Society رسالة ماجستير

Abstract

Charitable and non-profit organizations provide important and vital services that have a significant impact on people's lives. They need to improve their output and analyze their efficiency, and adhere to corporate governance norms in terms of professionalism, good management, performance evaluation, accountability, and transparency. In line with this concept, many of the analytical techniques and management methods, such as quality management systems (QMS), can be applied to Non-Governmental Organizations (NGOs) to make them more effective, accountable, and sustainable. This study aims to help the Jasmine Charitable Society (JCS) develop a proper QMS, by examining the JCS's current situation, Identifying JCS`s internal and external strengths and weaknesses, and creating a QMS manual for the JCS. For this purpose, a qualitative research approach is adopted, and the data collection is based on a research visit to the Jasmine Society, which was followed by a series of activities to collect data and get a better understanding of the organization's context, as well as mapping the steps and targeted areas that needed to be activated and enhanced to achieve better QMS implementation. The data collection activities include face-to-face interviews with unstructured questionnaires with questions based on the ISO 9000-2015 standard and are driven from the ISO 9001:2015 self-assessment checklist. Analyzing the collected data revealed that the organization has some areas of weakness, which creates a gap between the current situation and the ideal one but, the JCS also has many strengths and great potential that can help it bridge this gap and shine with a good quality management system. Developing a QMS in JCS required several steps that are tightly linked to the PDCA cycle The findings showed that timing is critical -especially when processing a project that is not related to core activities of the JCS, and due to the limited resources, personnel is frequently overworked owing to the daily work requirements- and planning is a very essential part of a projects' existence and success. Overall, the QMS implementation strategy developed and employed in this thesis is helpful and applicable and the challenges experienced during the study can be considered a gained experience to be used in future studies.