You are on page 1of 18

Particularities of implementing an

ISO 9001 Quality Management


System in a multinational
organization
Case study: Amadeus IT Holding SA

Graduate

The Faculty of Business Administration in Foreign Languages


The Bucharest Academy of Economic Studies

- 2014-
Content
1. Introduction
2. A general view of a Quality Management System
3. Amadeus IT Holding SA
4. SWOT Analysis
5. Particularities of QMS Implementation in Amadeus IT
Holding SA
6. Process Mapping
7. Resources Management
8. Measurement and analysis
9. Continuous improvement loop
10. Customer satisfaction evaluation
11. Conclusions

Diana Cojocea Master Thesis


2
2011
Introduction
Abstract term
Difficult to be identified
Quality Sum of elements and factors

Quality Processes
Resources
Management Roles
System
Process approach
Customer satisfaction
ISO 9001 Continual improvement

Multinational organization
IT solutions to tourism and travel industry
Amadeus Presence in markets worlwide

Diana Cojocea Master Thesis


3
2011
Quality Management System
general approach

Design

Build

Control

Deployment

Measurement

Review

Improvement

Diana Cojocea Master Thesis


4
2011
Amadeus IT Holding SA evolution

Diana Cojocea Master Thesis


5
2011
Amadeus IT Holding SA
Mission
maintain the global leading position in the provision of
distribution and IT solutions to the travel industry
Strategies
Growing the core distribution business
Positioning Amadeus IT Holding SA brand
Diversification
Maximizing Efficiency
Core businesses
Airline IT
Distribution
Global Customer IT Solutions

Diana Cojocea Master Thesis


6
2011
SWOT Analysis

Diana Cojocea Master Thesis


7
2011
QMS Implementation in Amadeus IT
Holding SA - Quality Principles
Quality management principles:

Diana Cojocea Master Thesis


8
2011
QMS Implementation in Amadeus IT
Holding SA PDCA cycle

Diana Cojocea Master Thesis


9
2011
QMS Documentation
Quality Manual
Quality Policy
Statements of quality objectives
Control of Documents procedure
Control of Records procedure
Internal Audit procedure
Control of Nonconforming Product procedure
Corrective Action procedure
Preventive Action procedure

Diana Cojocea Master Thesis


10
2011
Process Mapping

Diana Cojocea Master Thesis


11
2011
Resources Management

Quality Coordinators :
responsible for Quality at the
department level
leading improvement initiatives
maintaining the Quality System
coordinating procedure
documentation and updates
conducting internal audits

Diana Cojocea Master Thesis


12
2011
Measurement and analysis
KOPI - The monthly Key Operational
Performance Indicators report, stored in
the QSDB (Quality System Database)
under Quality Results
QSR - The monthly Quality Status
Report, stored also in the QSDB under
Quality Results
Annually the quality management
system is reviewed by the Quality
Council

Internal audits - for


departments and for projects.
External Audits
Amadeus Quality Awards -
recognize successful
improvement initiatives
conducted during the past
year
Diana Cojocea Master Thesis
13
2011
Key Performance Indicator

Diana Cojocea Master Thesis


14
2011
Continuous improvement loop

Preventive actions

Corrective actions

Some processes do have multiple or no


process owners
There is no agreed set of corporate
processes
There is no company policy for project
management methodology.

Diana Cojocea Master Thesis


15
2011
Customer Satisfaction Evaluation

Diana Cojocea Master Thesis


16
2011
Conclusions

17
Thank you!

Questions
?
Diana Cojocea Master Thesis
18
2011