Applying Quality Management Systems to Improve Service Company Performance
Volume 47, Issue 3 (2025), pp. 98–108
Pub. online: 4 December 2025
Type: Article
Open Access
Open Access
Published
4 December 2025
4 December 2025
Abstract
The article analyses the quality management system ISO 9001 and its application in the activities of a service company. By implementing
a quality management system, organisations can more accurately identify workplace risk factors, ensure safe and healthy
working conditions, and systematically manage possible process deviations. This contributes to the prevention of occupational
diseases and accidents at work, reduces the risk of injury, and at the same time strengthens the company’s reputation as a socially
responsible organisation. In addition, the implementation of ISO 9001 helps to establish a clear process management structure, consistently
strive for continuous improvement, and more closely involve employees in the quality improvement process. The aim of
the article is to analyse the implementation of management systems in service companies. Scientific literature analysis and an expert
assessment method were chosen to conduct the research. The results of the study showed that the motivations of companies to implement
a quality management system are related to the desire to improve business processes, reduce risk, ensure appropriate working
conditions, and improve internal communication. This also includes market pressure, achieving competitive advantage, compliance
with legal requirements, and meeting the needs of customers and stakeholders. A quality management system becomes an effective
tool to increase customer satisfaction, improve management processes, and achieve organisational goals.