Implementation of iso 9001:2015 quality management system in a firm in the energy supply sector

This study aims to analyze the implementation process, encountered challenges, and institutional benefits of ISO 9001:2015 Quality Management System within an electricity supply company operating in the energy sector. The research focuses on the application of key elements of the standard, such as strategic planning, risk and opportunity management, performance evaluation, internal audit, and continual improvement. During the implementation phase, various challenges were observed including process documentation, employee awareness, supplier evaluation, and digital system integration. However, through systematic planning and strong leadership commitment, these challenges were effectively addressed. Measurable quality objectives, integrated risk assessments, nonconformity management, and customer-focused KPIs led to significant process improvements. Findings indicate that when applied through a systematic approach, the Quality Management System contributes both to strengthening the internal organizational structure and improving customer-oriented service delivery. Given the limited number of academic studies focusing specifically on this sector, this research presents an original contribution to quality management practices in the energy supply industry.