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,...

Full description

Saved in:

Bibliographic Details
Main Author:	Mohd Khalid, Nahzatul Ain
Format:	Thesis
Language:	English
Published:	2022
Subjects:	The legal profession
Online Access:	https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.74888
record_format	uketd_dc
spelling	my-uitm-ir.748882023-03-23T01:30:36Z The implementation and maintenance of ISO 9001:2015 quality management system in a Malaysian legal firm / Nahzatul Ain Mohd Khalid 2022 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 https://ir.uitm.edu.my/id/eprint/74888/ https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf text en public phd doctoral Universiti Teknologi MARA (UiTM) Arshad Ayub Graduate Business School Ab. Wahid, Roslina Iberahim, Hadijah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Ab. Wahid, Roslina Iberahim, Hadijah
topic	The legal profession The legal profession
spellingShingle	The legal profession The legal profession 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
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
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
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Arshad Ayub Graduate Business School
publishDate	2022
url	https://ir.uitm.edu.my/id/eprint/74888/1/74888.pdf
_version_	1783736026493091840

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

Similar Items