Keberkesanan audit dalaman sistem pengurusan kualiti ISO 9001 dan hubungannya terhadap pencapaian organisasi

Joint implementation of a good level of understanding in the management and effective internal audit of ISO 9001:2015 contributes to organisational achievement. When the organisational achievement improves, it will indirectly help to level up the service
improving the customer’s satisfaction. Using a quantitative approach, this study involved management in each department, division and unit in Majlis Bandaraya Alor Setar (MBAS). From a total of 70 questionnaires distributed, 60 respondents completed the survey. All data was analysed using the Statistical Package of Social Science (SPSS). The analysis found that the level of general and specific understanding and ISO 9001:2015 internal audit conducted is in good condition. This study also found that the implementation of ISO 9001:2015 internal audit has a significant and positive relationship on organisational performance referring to
MBAS. This study gives a positive impact to organisation because it could identify to what extent management understand on each of ISO 9001:2015 and consistently improve the understanding through continuous training. The implementation of internal audit regularly assists to increase organisational achievement. This proves the management understanding and organisational implementation of internal audit ISO 9001:2015 will consistently complement each other to improve organisational achievement from time to time. This study shows the relevance of Agency Theory and helps the organisation in deciding the best solution to improve the organisational service quality. This situation also increases people’s trust given by MBAS. This study provides a guideline for decision makers and MBAS employee understand the elements contained in ISO 9001:2015 Standards and MBAS internal audit procedures.