The effects of ISO 9001 quality management system to internal and external customer satisfaction

In this study, the Effects of Quality Assurance System to) to internal and external customer satisfaction is explained. In this matter, the certification process of ISO 9001:2008, one of quality assurance system, has been studied. The Internal and external customer satisfaction effect of implementation of quality management system to enterprises has been analyzed. Primely, basic quality consepts and total quality management has been studied. After that importance of total quality management system, implementation areas, benefits, basic factors and the contributors to the improvement of total quality management system has been mentioned. In the second part, the customer consept and the customer satiscaftion have been defined and discussed. In this chapter, customer satisfaction measurement has been detailed and emphasized. In the next part, the properties, benefits and requirements of ISO 9001:2008 quality assurance standard has been emphasized. ISO 9001:2008 quality assurance standard articles, historical evolution and revisions have been studied. In the case study, the survey work and results to evaluate internal external customer satisfaction between ISO 9001:2008 certified and non certified companies have been expressed. The survey has been evaluated and presented as charts using SPSS and ki square statistical programmes Finally, the effect of internal external customer satisfaction in companies implementing and not implementing ISO 9001:2008 quality management system has been evaluated. The benefits of implementation of quality management system been expressed. Key Words 1. Quality 2. Total Quality Management 3. Quality Assurance System 4. Internal and External Customer Satisfaction 5. ISO 9001:2008 Quality Management System 6. Continuous Improvement