Key Factors Shaping the Implementation of a Quality Management Systems at ACIS Technology SDN. BHD

Quality Management Systems (QMS) are vital for enhancing organizational performance, competitiveness, and market share. In Malaysia, the Construction Industry Development Board (CIDB) promotes efficiency and safety through initiatives such as employee registration, skill verification, and materials quality assurance. While the Malaysian construction industry is tasked with upholding governance, integrity, professionalism, innovation and sustainability, individual firms like ACIS Technology Sdn. Bhd. (ACIS) can leverage a QMS to improve management effectiveness and efficiency, leading to significant savings in cost, time, and resources. Despite extensive literature, gaps remain in understanding the specific factors that influence QMS implementation. This study addresses these gaps by examining the key factors shaping QMS implementation at ACIS. The research employed a qualitative methodology, utilizing (1) primary data from face-to-face interviews with eleven company informants and (2) secondary data from official documents. Data analysis involved time-series analysis and explanatory building to interpret findings within a theoretical context. The study identified seven key factors influencing the decision to adopt a QMS, particularly ISO 9001:2015. Internal factors include the pursuit of productivity improvements, enhanced quality management, and increased profit margins. External factors encompass reduced customer complaints, a better ability to meet client requirements, increased customer satisfaction, and an improved corporate image. While all factors contribute to successful implementation, the internal drivers of improved quality management and productivity, which subsequently enhance customer satisfaction, were found to be the most significant.