Notre Dame University Preparedness for ISO 9001:2015 Certification

(Accountancy Department Perspective)

A Thesis

Presented to the Faculty of

College of Business and Accountancy

Notre Dame University

In Partial Fulfillment of the Requirement for the Degree of Bachelor of Science in

Accounting Technology Department

ELOJA, ERVIN JEAN C.

RODRIGUEZ, SIDRAY FRANZ G.

OCTOBER 2016

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 ABSTRACT

In a schools perspective, customer satisfaction is achieved when a student

finishes school with lots of educational experience, which helps them face the

real world. This study determines the level of preparedness of Notre Dame

University Accountancy Department in acquiring ISO 9001:2015 Certification, in

order to provide customer satisfaction through creating effective management

systems, a system that provides better output of services to its customers by

giving them greater opportunities through global recognition. This research used

survey questionnaire and interviews on members of the organization to gouge

their level of readiness in acquiring the certification through satisfying the

requirements mandated by the certifying body. The answers from the

questionnaire were used as bases of interviews conducted with the head of the

department, to further certify the validity of the results. The results showed that

the department was fairly prepared on three of the general items and prepared

on the other two. It means that the department lacks the documents and

preparation needed in meeting the requirements for the certification. The study

also serves as a basis for other organizations that they too, can also achieve

certification through proper preparation and dedication. Upon compliance of

these requirements, the organization can now provide customer satisfaction

through the use of efficient management systems that were created through

certification.

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 ACKNOWLEDGEMENT

First and foremost, the researchers would like to thank the Almighty God

for His sustaining grace and for the inner strength that helped us overcome all

the hardships during the writing of this research paper.

On that note, we would like to acknowledge with grateful heart the

invaluable support of the people who in one way or another became instrumental

in the completion of this paper:

To our ever supportive adviser, Dr. Ronald G. Mamaril, CPA, for the

continuous guidance, assistance and suggestions to make our research paper

better.

To the researchers family, for their continuous emotional and financial

support in every step towards the finishing of this research.

To the respondents, for their full and active participation in answering the

questionnaire.

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 TABLE OF CONTENTS

Cover Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Approval Sheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Abstract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Acknowledgement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Chapter I: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Review of Related Literature . . . . . . . . . . . . . . . . . . . . . . . . . 2
Theoretical Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Statement of the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Significance of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Scope and Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Definition of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Chapter II: Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Research Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Locale of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Unit of Analysis/ Participants/ Respondents . . . . . . . . . . . . . . 19
Research Instrument . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Data Gathering Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Measurement/ Treatment of Data . . . . . . . . . . . . . . . . . . . . . . 20
Chapter III: Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter IV: Discussion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter V: Summary of Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Appendices
Appendix 1. Letter to prior researcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Appendix 2.
Letter attached to preliminary questionnaire subject to validation . . . . . . . . 37

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Appendix 3. Tally sheet for the test for reliability . . . . . . . . . . . . . . . . . . . . . 38
Appendix 4. Test for Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Appendix 5. Letter attached to questionnaire . . . . . . . . . . . . . . . . . . . . . . . . 40
Appendix 6. Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Appendix 7. Tally sheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Appendix 8. List of Respondents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Appendix 9. Certificate from the Grammarian . . . . . . . . . . . . . . . . . . . . . . . 56

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 LIST OF TABLES AND FIGURES

Figure 1. Hierarchy of Quality Management System Documentation. . . . . . . . . . . . . .8

Figure 2. Complete Procedure Manuals Required for ISO 9001:2015 Certification. . . . 11
Figure 3.
Activities required to be accomplished to be prepared for ISO 9001:2015 Certification . . . 12
Table 1. Interpretation of Mean . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Table 2. Overall requirements for the quality management system . . . . . . . . . . . . . . . 22
Table 3. Management responsibility, focus, policy, planning and objectives. . . . . . . . . 23
Table 4. Resource Management and Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Table 5. Service Realization and Process Management. . . . . . . . . . . . . . . . . . . . . . 25
Table 6. Measurement, Monitoring, Analysis and Improvement. . . . . . . . . . . . . . . . . 26

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