Sustaining a quality management system: process, issues and challenges

Purpose – This paper aims to highlight the planning and implementation processes of a higher education institution ISO 9000 quality management system. Design/methodology/approach – The paper discusses the issues and challenges faced by the institution in the process of maintaining and going beyond the minimum requirements of a quality management system. Findings – The paper finds that senior leaders of an organization play an important role in driving the organization to quality improvement and organizational excellence. Practical implications – The paper suggests practical information for management of a higher education institution to maintain and sustain a quality management system. Originality/value – Maintaining a quality management system remains critical for an organization that has obtained certification. It has been observed that maintaining a quality management system is a far more daunting task than obtaining one.