| Abstrakt: |
Many companies have implemented ISO 9001:2015 as a system to control the quality of their companies. The ISO 9001:2015 quality management system functions to control the quality of the entire company, and the audit results reflect the company's quality performance. Unfortunately, ISO 9001:2015 cannot be used to assess the quality performance of company units, so it is necessary to create a system that uses to control and evaluate the performance of company units, and the system is operational quality criteria (OQC). The research aims to develop operational quality criteria based on ISO 9001:2015 with research questions what are the criteria and sub-criteria of the operational quality criteria, and how to validate the operational quality criteria. OQC is a system that consists of criteria, sub-criteria, and items used to assess the performance of company units that use ISO 9001:2015 as their quality management system. The OQC development stage begins with an extensive document review, literature review, and analysis that results in an initial OQC. Verification was carried out on respondents, using closed and open-ended question questionnaires, direct interviews with various experts such as academics, practitioners, auditors, and ISO 9001:2015 consultants. The data processing results show that more than 80% of respondents agree and strongly agree that the criteria for operational quality are leadership & planning, support, operation, and performance evaluation and improvement. The research resulted in OQC consisting of four criteria, 18 sub-criteria, and 35 items that affect the operational quality of company units. Further research is developed to measure the company's performance using OQC criteria to calculate the performance of company units quantitatively. [ABSTRACT FROM AUTHOR] |
