Implementation and Difficulties of the Quality Management System (ISO 9001:2015) in a State University
DOI:
https://doi.org/10.5281/zenodo.15259771Keywords:
Difficulties, implementation, ISO, quality management system, state universityAbstract
This study explored the implementation and challenges of the ISO 9001:2015 Quality Management System in a state university in Central Philippines during AY 2024–2025, aiming to improve efficiency, accountability, and service quality. Using a descriptive design and data from 193 stratified randomly selected employees, the researcher assessed implementation and difficulties across Leadership, Planning, Operation, and Improvement. Results showed implementation was generally high, with Leadership as the strongest area and Improvement as the weakest, especially in evaluating corrective actions. Planning posed the greatest difficulty, particularly in risk identification. Demographic analysis revealed that younger, male, long-serving, less-educated, permanent, and non-teaching employees at the main campus reported both the lowest implementation in Improvement and highest difficulty in Planning. Significant differences were found based on sex and age in specific areas, and a notable relationship existed between implementation extent and encountered difficulties. These findings underscore the need for leadership engagement, risk assessment training, corrective action reviews, and inter-campus alignment to sustain ISO 9001:2015 implementation.
References
Accrediting Agency of Chartered Colleges and Universities in the Philippines (AACCUP). (2021). Challenges in ISO 9001 compliance among SUCs. AACCUP Quality Assurance Review.
Aganović, J., & Mekić, E. (2022). Leadership effectiveness in ISO 9001 implementation: A generational perspective. Journal of Quality Management Research, 18(2), 120-135.
Almaiman, A., & McLaughlin, P. (2018). Organizational culture and continuous improvement: Overcoming barriers to sustain excellence. International Journal of Quality & Reliability Management, 35(7), 1298-1315.
Almaiman, S., & McLaughlin, P. (2018). Investigating the role of organizational culture in facilitating continuous improvement within Saudi non-profit organizations. Journal of Human Resources Management Research, 2018, Article 724461. https://doi.org/10.5171/2018.724461
Asian Productivity Organization (APO). (2018). Challenges in ISO 9001 implementation in Asian higher education institutions. APO Quality Management Report.
Association of Local Colleges and Universities (ALCU). (2022). Compliance challenges in ISO 9001 implementation among local colleges. ALCU Higher Education Policy Report.
Association of Local Colleges and Universities Commission on Accreditation (ALCUCOA). (2021). The impact of ISO 9001 on administrative efficiency in HEIs. ALCUCOA Quality Assurance Report.
Association of Southeast Asian Nations (ASEAN) Quality Assurance Network. (2021). Obstacles to ISO 9001 implementation in ASEAN universities. ASEAN Higher Education Quality Assurance Report.
Balahadia, A., & Dalugdog, M. (2021). The impact of QMS awareness on institutional effectiveness at Laguna State Polytechnic University. Journal of Quality Assurance in Higher Education, 19(2), 112-128.
Camisón, C., & Puig-Denia, A. (2016). Quality management practices and process innovation performance: The mediating role of dynamic capabilities. Journal of Business Research, 69(2), 604-613.
Civil Service Commission (CSC). (2021). Human resource challenges in ISO 9001 compliance in HEIs. CSC Public Administration Review.
Commission on Higher Education (CHED). (2021). The adoption of ISO 9001 in Philippine HEIs: Implications for institutional accreditation. CHED Higher Education Policy Brief.
Corrales-Estrada, M., Peña, G., & Rodríguez, S. (2021). Sustainability and resilience in business continuity management: Strengthening operational transitions. Journal of Business Continuity & Risk Management, 15(1), 57-72.
Eisenberger, R., & Stinglhamber, F. (2011). Perceived organizational support: Fostering enthusiastic and productive employees. American Psychological Association. https://doi.org/10.1037/12318-000
Erlyani, N., & Suhariadi, F. (2023). Communication climate and organisational trust to readiness for change in higher education. SA Journal of Industrial Psychology, 49. https://doi.org/10.4102/sajip.v49i0.2092
European Higher Education Area (EHEA). (2021). The interaction between ISO 9001 and the Bologna Process in European universities. EHEA Quality Assurance Study.
Gao, L., Zhang, X., & Wang, Y. (2020). Teachers' perceptions of strategies for developing intercultural competence in students. International Journal of Intercultural Relations, 74, 1-14.
Garcia, R., & Reyes, L. (2020). Enhancing operational efficiency in higher education through QMS implementation. International Journal of Educational Quality and Management, 10(3), 157-173.
Gede, A., & Huluka, B. (2023). Strategic alignment and organizational performance: Evidence from Ethiopian universities. Higher Education Policy Review, 22(1), 45-60.
Hussein, A., Rahman, M., & Ismail, N. (2022). Aligning quality objectives with strategic planning in higher education. Journal of Institutional Effectiveness, 20(1), 65-82.
International Association of Universities (IAU). (2022). The role of ISO 9001 in higher education systems worldwide. IAU Global Higher Education Report.
International Labor Organization (ILO). (2020). Balancing quality management and academic freedom in HEIs. ILO Educational Quality Study.
Jiang, J., Zhang, P., & Liu, Y. (2018). Employee participation in decision-making and its impact on job satisfaction and performance. Human Resource Management Journal, 29(4), 567-590.
Khan, M. S., Mubarik, M. S., Naghavi, N., Kusi-Sarpong, S., & Zaman, S. I. (2021). The role of ISO 9001 in higher education institutions: Empirical evidence from an emerging economy. Quality Assurance in Education, 29(1), 39–59. https://doi.org/10.1108/QAE-06-2020-0074
Khaw, L. T., & Teoh, C. C. (2023). Risk management in higher education: Ensuring stability and continuous improvement. Higher Education Policy Review, 21(2), 45-63.
Khaw, T. Y., & Teoh, A. P. (2023). Risk management in higher education research: A systematic literature review. Quality Assurance in Education, 31(2), 296–312. https://doi.org/10.1108/QAE-04-2022-0097
Kouzes, J. M., & Posner, B. Z. (2012). The leadership challenge: How to make extraordinary things happen in organizations. Wiley.
Kuhn, T., & Bhatiasevi, A. (2024). The impact of organizational culture on innovation in the workplace. Advances in Management and Innovation, 12(1), 45–62.
Kumar, A., Singh, R., & Sharma, S. (2023). Impact of ISO 9001 implementation on operational performance: A case study of manufacturing companies. Journal of Business Research, 79, 120-131. https://doi.org/10.1016/j.jbusres.2023.01.004
Miciano, L. E., & Miciano, R. C. (2024). Challenges and strategic integration in quality management for higher education institutions (HEIs). American Journal of Multidisciplinary Research and Innovation, 3(5), 71–80. https://doi.org/10.54536/ajmri.v3i5.3395
Naanep, A., & Cerado, P. (2023). Faculty and staff perceptions of QMS effectiveness in state universities and colleges. Journal of Higher Education Management, 18(4), 89-102.
Naanep, N. D., & Cerado, E. C. (2023). Quality Management System and Institutional Performance among State Universities and Colleges (SUCs) in Region XII, Philippines. SDSSU Multidisciplinary Research Journal, 11(1), 1–15.
Omidvar, M., Abolhasani, M., & Shaterian, S. (2013). Women's role in implementing quality management systems: A study of gendered perspectives. International Journal of Quality & Reliability Management, 30(6), 617-634. https://doi.org/10.1108/IJQRM-11-2012-0154
Philippine Association of State Universities and Colleges (PASUC). (2022). Leadership challenges in sustaining ISO 9001 in state universities. PASUC Higher Education Governance Report.
Philippine Quality Award (PQA) Program. (2020). Recognizing HEIs with ISO 9001 certification: Best practices and performance excellence. PQA National Quality Review.
Philippine Society for Quality (PSQ). (2020). Advancing quality management practices in HEIs: The role of ISO 9001. PSQ Higher Education Quality Report.
Pratasavitskaya, H., & Stensaker, B. (2010). Quality management in higher education research: A conceptual analysis. Journal of Higher Education Policy and Management, 32(4), 363-375.
Psomas, E. L., & Pantouvakis, A. (2015). ISO 9001 overall performance dimensions: An exploratory study. TQM Journal, 27(5), 519–531. https://doi.org/10.1108/TQM-05-2013-0056
Riwayadi, M. (2023). Leadership and ISO 9001 implementation in higher education institutions. Journal of Quality Leadership, 28(2), 78-95.
Salvosa, J., & Hechanova, R. (2021). Generational differences in leadership perceptions among Filipino employees. Philippine Journal of Leadership Studies, 14(1), 23-39.
Santos, M., & David, C. (2021). Challenges in sustaining continual improvement post-ISO 9001:2015 in Philippine state universities. Journal of Educational Quality & Continuous Improvement, 17(3), 98-115.
Santos, R., Garcia, L., & Cruz, P. (2021). Assessing ISO 9001:2015 implementation in Region 3 state universities and colleges. Philippine Journal of Quality Assurance in Higher Education, 16(2), 35-52.
United Nations Educational, Scientific and Cultural Organization (UNESCO). (2020). The impact of ISO 9001 on higher education quality assurance frameworks. UNESCO Global Education Report.
United Nations Industrial Development Organization (UNIDO). (2019). Barriers to ISO 9001 implementation in developing countries’ universities. UNIDO Quality Assurance Study.
University of the Philippines Public Administration Research and Extension Services (UP-PARES). (2020). Faculty resistance to ISO 9001 adoption in HEIs. UP-PARES Educational Management Journal.
World Bank Group. (2021). Financial and structural challenges in ISO 9001 implementation for HEIs. World Bank Higher Education Policy Report.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Ernalyn A. Toriales, Ariel E. Toriales, Jeetre D. Trinidad (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
