SISTEM AUDIT ISO 9001 : 2000 INTERNAL DAN EKSTERNAL PENDEKATAN PADA PENINGKATAN KEPUASAN PELANGGAN (STUDI KASUS PADA PT. MARGA MAJU JAYA)

Abstract

Munir Azhari, ISO 9001:2000 Internal and External Audit System Approach to Improve Customer Satisfaction.
Quality is an image which is very hungered for each. Every flexible pavement in giving service to customer, goodness
in the case of product service and also service. Congeniality quality of in flexible pavement service industries context
can be defined to through various approach, but in principle is reaching of according to among result of activity to
be delivered by customers to service company.
ISO 9000 representing one of the management system quality of which is on this time become especial choice to
flexible pavement service which wish to apply concept from management system quality of consistently and is systematic.
The company that has the ISO must commit that is all kind from the lower level until top management have to run
the ISO system in right way. In this chase PT. Marga Maju Mandiri runs ISO system on the tract. The relationship
between ISO 9001 : 2000 implementing with customer satisfaction can be see as the result such as repeat order, that
is the customers have got the satisfaction. PT. Marga Maju Mandiri has been running the philosophy of the ISO 9001
: 2000 ,they are; what you do you write, what you write you do, what you did you record and safety factor.
The implementation of the quality management concept that has been carried out properly and effectively through
full commitment from the company management in service orientation at PT. Marga Maju Mapan will produce
asphalt services whose quality is closer to meeting the satisfaction desired by customers in accordance with work
standards and specifications.