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The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid

Various research has been carried out on the implementation of ISO 9001:2015 in multiple services sectors. However, very few has been conducted on the legal service industry. This research investigates how ISO 9001:2015 is implemented and maintained in a legal firm. It also examines the motivation,...

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Main Author: Mohd Khalid, Nahzatul Ain
Format: Thesis
Language:English
Published: 2022
Subjects:
The legal profession
Quality control. Standards
Online Access:https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf
https://ir.uitm.edu.my/id/eprint/74888/
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spelling my.uitm.ir.748882023-03-23T01:30:36Z https://ir.uitm.edu.my/id/eprint/74888/ The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid Mohd Khalid, Nahzatul Ain The legal profession Quality control. Standards Various research has been carried out on the implementation of ISO 9001:2015 in multiple services sectors. However, very few has been conducted on the legal service industry. This research investigates how ISO 9001:2015 is implemented and maintained in a legal firm. It also examines the motivation, benefits, critical success factors, and problems of ISO 9001 implementation and maintenance faced by the legal firm. A combination of insider action and a single case qualitative study methodology was employed for this research. Data was collected from interviews, document reviews and observation that were conducted from October until December 2020. It was found that the motivation for ISO 9001 implementation and certification consists of both the internal factors such as to improve work process, systematic and organized work, improve productivity and quality of work; and external factors such as global recognition, panel ship requirement and differentiation. The critical success factors of ISO 9001:2015 for this legal firm are staff awareness, acceptance and involvement, partners and top management commitment and involvement, knowledge on ISO technical requirements and compliance and teamwork. The problems and challenges faced by the legal firm in implementing and maintaining the QMS are ensuring the staff effort, compliance, cooperation and commitment and also partners' commitment. Some of the measures taken to overcome the problems are gradually increasing and integrating technology to all types of legal work processed with partners' pre-approved contents. Ultimately, a framework for the implementation and maintenance of ISO 9001:2015 for legal firms was developed to provide insights and guide the legal firms in Malaysia to implement the ISO 9001 QMS and achieve certification to the standard. 2022 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid. (2022) PhD thesis, thesis, Universiti Teknologi MARA (UiTM). <http://terminalib.uitm.edu.my/74888.pdf>
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic The legal profession
Quality control. Standards
spellingShingle The legal profession
Quality control. Standards
Mohd Khalid, Nahzatul Ain
The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
description Various research has been carried out on the implementation of ISO 9001:2015 in multiple services sectors. However, very few has been conducted on the legal service industry. This research investigates how ISO 9001:2015 is implemented and maintained in a legal firm. It also examines the motivation, benefits, critical success factors, and problems of ISO 9001 implementation and maintenance faced by the legal firm. A combination of insider action and a single case qualitative study methodology was employed for this research. Data was collected from interviews, document reviews and observation that were conducted from October until December 2020. It was found that the motivation for ISO 9001 implementation and certification consists of both the internal factors such as to improve work process, systematic and organized work, improve productivity and quality of work; and external factors such as global recognition, panel ship requirement and differentiation. The critical success factors of ISO 9001:2015 for this legal firm are staff awareness, acceptance and involvement, partners and top management commitment and involvement, knowledge on ISO technical requirements and compliance and teamwork. The problems and challenges faced by the legal firm in implementing and maintaining the QMS are ensuring the staff effort, compliance, cooperation and commitment and also partners' commitment. Some of the measures taken to overcome the problems are gradually increasing and integrating technology to all types of legal work processed with partners' pre-approved contents. Ultimately, a framework for the implementation and maintenance of ISO 9001:2015 for legal firms was developed to provide insights and guide the legal firms in Malaysia to implement the ISO 9001 QMS and achieve certification to the standard.
format Thesis
author Mohd Khalid, Nahzatul Ain
author_facet Mohd Khalid, Nahzatul Ain
author_sort Mohd Khalid, Nahzatul Ain
title The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
title_short The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
title_full The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
title_fullStr The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
title_full_unstemmed The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid
title_sort implementation and maintenance of iso 9001:2015 quality management system in a malaysian legal firm / nahzatul ain mohd khalid
publishDate 2022
url https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf
https://ir.uitm.edu.my/id/eprint/74888/
_version_ 1761622429777526784
score 13.211869

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