American Journal of Educational Research, 2015, Vol. 3, No.

4, 483-489
Available online at http://pubs.sciepub.com/education/3/4/15
© Science and Education Publishing
DOI:10.12691/education-3-4-15

A Suggested Proposal to Implementation Quality

Management System ISO-9001 in Egyptian Universities
Hany R. Alalfy1,*, Abo-Hegazy S. R. E.1,2
1
Deanship of Development and Quality, Hail University, Kingdom of Saudi Arabia
2
Agronomy Department, Faculty of Agriculture, Cairo University, Giza, Egypt
*Corresponding author: hany_alalfy@yahoo.com.

Received March 20, 2015; Revised April 03, 2015; Accepted April 08, 2015
Abstract The study aimed at identifying the reasons for failing to obtain the ISO-9001 at most of the Egyptian
universities and introducing a suggested proposal for the application of quality management system ISO-9001 in
Egyptian universities, so avoid mistakes and problems in which these universities have occurred in the past when it
tried to apply this system. The study used a descriptive methodology. The study provided a suggested proposal,
including: The goal, foundations, requirements and steps of the application of the a suggested proposal, including the
implementation mechanisms.
Keywords: quality management system, QMS, ISO-9001, egyptian universities
Cite This Article: Hany R. Alalfy, and Abo-Hegazy S. R. E., “A Suggested Proposal to Implementation
Quality Management System ISO-9001 in Egyptian Universities.” American Journal of Educational Research,
vol. 3, no. 4 (2015): 483-489. doi: 10.12691/education-3-4-15.

institutions to implement processes of continuous

1. Introduction
We live in the age of information, creativity, innovation
and quality, wherein new technological advancements,
opportunities and challenges are being faced by us all the
time. Universities are also facing these challenges and
trying to be the best in their field. One of the mechanisms
used by the universities in the face of these challenges, the
application of quality management system ISO-9001 [8].
ISO (International Organization for Standardization),
established in 1947, is the world's ISO gives us the
standards that are the tools to achieve goals; it provides
guidance to develop a process and ways to implement it as
a framework. ISO not only provides guidance on the role
of a governing body, but also encourages organizations to
use appropriate standards to underpin governance and
quality assurance [24].
ISO-9000 standards provide a framework for quality
management in universities. The challenge to the
University is to invest in the monitoring of quality in such
a way as to improve profitability and effectiveness.
Although this quality management system was designed
for manufacturing, ISO-9000 standards have also become
a popular choice also for educational systems worldwide
[8].
Recent times have seen a growing interest from higher
educational institutions in implementing ISO-9001. The
reasons for this were numerous, including there has been
an escalating competition among educational institutions
to attract and retain students and, consequently, quality
practices are often used as a competitive weapon. In
addition, governing bodies are requiring educational
improvement so as to promote quality in education.
Another reason is that educational institutions are
increasingly compelled to make an efficient use of their
resources, being held accountable to funding bodies and
other stakeholders [8].
Maria, Claudia and Alberto pointed out that the quality
management system in spite of its importance is not a
management approach easily applied to higher education
institutions, especially because the academic culture of
these organizations is very different from the industries.
Most of the well-known quality management frameworks,
such as the ISO, were first developed for industries, not
for education institutions [13].
Perhaps that was one of the reasons for the failure of
the Egyptian universities to obtain ISO certification in
spite of the application of the quality management system.
1.1. Study Problem
The Egyptian universities suffer from deep
administrative problems that affect the efficiency and
effectiveness of work (such as contradictions in the
responsibilities, weak relations among the employees
within the sections and departments of the University, the
neglecting team work at the dispense of individual and etc
[23].
Egyptian Universities tried solving of these problems
through the application of some modern methods as a
quality management system ISO-9001, but the application
met several obstacles led to Universities failure in the
application, which led to the aggravation of the situation
turned to the impact of these problems to the chronicle
crises that the Egyptian universities suffer from it, [1]. To
the extent that some researchers to said that the Egyptian
484 American Journal of Educational Research
universities "are graves where creative minds are buried
[21].
In light of the above the main question of the study are
crystallized as follows: What is the suggested proposal for
applying of a quality management system ISO-9001 at
Egyptian universities?
1.2. Aim of the Study
The study aimed to introduce a suggested proposal for
the application of quality management system ISO-9001
in Egyptian Universities, so avoid errors and problems in
which these universities have occurred in the past when it
tried to apply this system.
1.3. Importance of the Study
Is summarized in the following two points:
1. The need of many Egyptian universities to suggested
proposal guided to the proper application of the
quality management system ISO-9001 after repeated
failures.
2. Finding practical solutions to many problems that
may hinder the implementation of the quality
management system ISO-9001 at Egyptian
Universities.
1.4. Research Methodology
The study used a descriptive approach, which is the
most suitable approaches to achieve the objectives of the
study; it helps in getting facts and information specific and
accurate for the current circumstances and events, and
beyond that to the analysis, interpretation and access to the
conclusions that can contribute to the development of
reality
2. Literature Review
2.1. Quality Management System ISO-9001
The ISO-9000 family addresses various aspects of
quality management and contains some of the ISO’s best
known standards. The standards provide guidance and
tools for organizations who want to ensure that their
products and services consistently meet customer’s
requirements, and that quality is consistently improved.
[24].
Standards in the ISO-9000 family include: [24].
•ISO-9001:2008 - Sets out the requirements of a quality
management system.
•ISO-9000:2005 - Covers the basic concepts and
language.
•ISO-9004:2009 - focuses on how making a quality
management system more efficient and effective
•ISO-19011:2011 - sets out guidance on internal and
external audits of quality management systems.
In 1987, ISO published the ISO-9001, ISO-9002, and
ISO-9003 standards which pointed out the requirements of
a quality management system (QMS). These standards
were revised in 1994, 2000, and 2008, In 2000, ISO
combined ISO standards 9001, 9002, and 9003 into one
standard, ISO-9001 [11].
A quality system ISO-9001 is defined as a set of
interdependent processes that function harmoniously in an
organization, using various resources, to achieve
objectives related to quality that was introduced by the
International Organization for Standardization (ISO) [25].
This standard is based on a number of quality
management principles, including a strong customer focus,
the motivation and implication of top management, the
process approach and continual improvement. Customer
focus, Leadership, Involvement of people, Process
approach, System approach to management, continual
improvement, Factual approach to decision making,
mutually beneficial supplier and relationships. Using ISO-
9001:2008 helps ensure that customers get consistent,
good quality services, which in turn brings many benefits.
[24].
The basic aims to application ISO-9001 to gain more
benefits like to improve internal processes and procedures
of the institution, to the improvement of management,
performance and effectiveness and meet the needs of your
customers and to achieve the goals set [10]. Hides et al.,
pointed out that, Meet the demands of a range of
stakeholders (e.g. Government, students and local
communities) and improved range of services from Higher
education sector [17].
ISO Based on the following principles [6].
1. (Say what you do) procedures: the sense of
documentation of the University method of quality
assurance through specific actions.
2. (Do what you say?) Implementation: Implementation
of these processes in accordance with documented
procedures.
3. (Record what you did): Administration based on
documented facts through: Keep the audit records.
4. (Check the results): make sure of the application
requirements by comparing the results which will be
through internal audit to make sure that what has
been achieved and / or external audit by a third party
granting the certificate.
5. (Processing the difference) which is neglected by
many universities that getting , the certificate is not
enough, if the service is not satisfactory will be
difficult to maintain a consistent quality and this
leads to a decline in quality and thus reduce customer
satisfaction, which reflected negatively on the
reputation of the University [15].
ISO-9001 adopts PDCA (Plan – Do – Check – Action)
methodology and based on the eight quality management
principles which are customer focus, leadership, personnel
involvement, process approach, system approach to
management, continuous improvement, factual approach
to decision making, and mutually beneficial relationships
with suppliers Lam, Steve [12].
According to the requirements of ISO 9001, an
organization must develop only six documented
procedures: (a) control of documents, (b) control of
quality records, (c) internal audits, (d) control of non-
conformities, (e) corrective action, and (f) preventative
action (Figure 1). A quality manual and several records
are also required. The development of other procedures,
work instructions, and other documents are largely at the
discretion of the organization. From the very beginning of
the process [5].
 American Journal of Educational Research
Figure 1. Requirements of ISO 9001
2.2. Quality Management System ISO-9001 at
Egyptian Universities
The Egyptian universities started the application of
quality management system ISO-9001 at the beginning
2010, individual initiatives of some faculty leaders desire
to obtain ISO certification and delivering of senior
leadership in the universities as evidence of the quality of
the faculty and administrative operations but in most cases
they fail to get this certificate.
After the two revolutions of 25th of January 2011 and
th
30 of June 2012 the Egyptian Ministry of Higher
Education, started to break free from the governmental
control and started to support universities view by project
management unit in the ministry, as this unit cooperated
with some universities to carry out some projects to
develop the performance and improve the service. One of
those projects is applying quality system ISO-9001, as
provided the fund that the application needed and
providing consultants [16].
This unit decided to adopt and implement the Standards
of International Organization for Standardization (ISO-
9001). Throw implementation numbers of (ISO-9001)
projects in Egyptian universities. At that time this Unit
prepared a set of guidelines for the implementation of the
Standard International Organization for Standardization
Standards (ISO-9001:2008) [16].
Fewer numbers of Egyptian Colleges and Centers (in
co- operation with this unit) had obtained the ISO-
9001:2008 certification like Nursing College and open
learning center at Ain Shams University. And the results
of obtaining the ISO-9001:2008 were developing the
administrative performance ,improving relationships
among workers ,improving communications with other
colleges and centers inside and outside the University,
reduce operating costs and reduce the customers
complaints and consider [3].
In January 2015, the Minister of Egyptian Higher
Education called all Egyptian Universities speed in
completing to develop its administrative system using
(ISO-9001 standardization). and overcoming on the
frequent failure in application of the QMS in Egyptian
Universities [9].
The Universities began the ISO standards were created
to establish quality system benchmarks that can be applied
and accepted internationally by customers of University
485
services. Increased enrollment, greater need for
accountability, stringent finance and most of all to be
internationally recognized, drove the education sector,
especially universities and colleges began to experiment
with this international standard that focus on the quality
and reliability of processes that create services.
Quality witnesses at Universities begin to carry out
specific measures to achieve it. State that one way
organizations seek to ensure quality is through the
development of a properly implemented quality
management system in all the functional areas.
2.3. Causes of the Egyptian University’s
Failure in Application of QMS ISO-9001
Despite the importance of getting the ISO certificate as
a proof of the University's ability to meet the requirements
of the standard, the Egyptian Universities did not provide
requirements for success in obtaining ISO certification
because it is either not available or it is not enough to meet
the requirements of the specification and the customers
under the pressures, the University may resort to apply
quality management system ISO-9001 with the lack of
adequate preparation.
Many studies have confirmed that the failure to obtain
the ISO was the dominant feature of Egyptian universities
despite the application of the ISO-9001/2008, Egyptian
Universities have faced severe criticism after failing to
apply the ISO-9001, there were many reasons for this
failure and the most prominent of those reasons that the
studies reached were:
Thabet, [23] pointed out that the most significant
reasons are “prevailing culture in Egyptian Universities
are not compatible with the requirements of the ISO
standards, ingredients for success and continuity are not
available. Bureaucracy, which prevails the universities,
University leadership lacks courage in making decisions
related to making the change to create a quality culture
and strong tendencies to centralization and lack of
awareness of the active role of workers at various levels”
[7].
[4] and [23] confirmed that depending on un-objective
criteria in the selection of human resources participating in
the application of quality management system ISO-9001.
Lack of training courses held by the University to train its
human resources on how to apply quality management
system ISO-9001, [1] indicated that University leadership
486 American Journal of Educational Research
does not listen to the opinions and suggestions of
employees, Determining insufficient time for the
application, Differences among teams’ members that
apply quality management system ISO-9001 and [19]
added that ambiguity of the concept of ISO-9001 quality
management system in some academic and administrative
leaders, is another reason for failing to apply the ISO
system.
The results of the study of [14] and [23] proved that the
obstacles of applying the ISO were lack of a clear vision
of some University leaders about ISO and its application,
Lack of practical plans for the application of ISO
mechanisms, Resistance to change by some of the leaders
and employees. [29] confirmed the weakness of
employees Enthusiasm to apply ISO and excluding the
students from the application of quality management
system ISO-9001
[20] and [23] added weakness of financial and moral
incentives to participants of ISO, poor communication
channels between the sections and departments of the
University and lack of continuous assessment for the
exerted efforts by the University in application of quality
system ISO-9001, the study of Yousef [27] emphasized
through the interviews with some leaders at Egyptian
Universities that expect immediate results, The application
of ISO at universities before spreading its culture, The
lack of those experienced members who are responsible
for the application of ISO methods, [18] and [2] added
that the lack of benefit from the experiences of some
outstanding universities inside and outside in application
of ISO and Shortage of trained human resources for the
implementation of quality management system ISO-9001.
3. A Suggested Proposal to Implement a
Quality Management System ISO-9001 at
Egyptian universities
In this section, the study deals with a proposal for how
to implement a quality management system ISO-9001 in
Egyptian Universalities, to avoid all the problems which
many colleges and universities have involved when
applying the system and that led to the failure to obtain
ISO certification; therefore suggested proposal
parameters are shown through the following elements:
3.1. The Goal of the Suggested Proposal
The suggested proposal is intended to provide
assistance and guidance to officials at the Egyptian
Universalities of for the proper application of the quality
management system ISO-9001.
3.2. The Foundations of the Suggested
Proposal
The major foundations of the suggested proposal are as
follows:
1. Leadership of the University understands the
importance of the application of ISO 9001 quality
management system.
2. Proper planning for the application of ISO-9001QMS.
3. Human cadres qualified and trained in the application
of ISO-9001QMS.
4. Financial and material resources to facilitate the
application of ISO-9001QMS.
5. Work team at the highest level of competence and
skill in the application of ISO-9001QMS.
6. Participation of human cadres in University decision-
making related to the application of the ISO-
9001QMS.
7. Benefiting from the Egyptian minority models that
have been able to obtain ISO certification
3.3. The Suggested Proposal Requirements
The suggested proposal requirements include the
following:
1. University leadership's commitment to implement a
quality management system with conviction and
understanding of the feasibility of its application.
2. Spreading the culture of ISO-9001QMS among
human resources at the University.
3. The formation of the Quality Management System
team ISO-9001 to be entrusted with the application.
4. Providing trained manpower for application ISO-
9001.
5. Providing material and financial resources needed to
implement quality management system ISO-9001.
6. The existence of a system of incentives paid for
cadres to make more effort in the application of the
approach.
7. Establish specific criteria for selecting cadres.
8. The activation Cooperation with the Project
Management Unit regarding the application of
quality management system ISO-9001/2008.
4. Phases of the Application of ISO 9001
Quality Management System
4.1. First Phase: Setup and Preparation
Preparing represent the foundation on which the rest of
the application stages, and therefore must be a strong start
with the support of senior management of the University,
and ending with the full conviction among workers of the
importance of the establishment and application of quality
management system ISO-9001.
4.1.1. Setting Goals of the Preparation Phase
1. Top management support for the implementation of
the International Standard.
2. The formation of the working group in charge of the
application.
3. Giving employees the concepts and requirements of
the International Standard.
4. Preparation schedule for the application.
4.1.2. Method of Setup and Preparation Phase
Application
1. The preparation of the qualifying directed senior
management University seminar aims to identify
senior management concepts and requirements and
the importance of the application of quality
management system ISO-9001.
2. The University president's decision to start the
application, and announcing to everyone.
 American Journal of Educational Research
3. To appoint the management representative to follow
up the application of the system, and is the link
between the University and other parties.
Figure 2. phases of the application of ISO 9001 quality management system
5. The preparation of the application and the timetable
for each stage plan.
4.1.3. Provide Training Courses for University Staff in
order to:
Awareness of the importance of a working application
of ISO-9001 QMS to give workers the system application
skills.
4.2. Second Phase: Evaluation
This phase aims to analyze the current quality system to
determine the extent of the University and adapted to the
requirements of the standard ISO-9001.
4.2.1. Method of Application of the Evaluation Phase
The quality management system of evaluation of the
University through the following:
1. Study standard ISO-9001.
2. Determine the application of each item specification
requirement.
3. Compared to the requirements of the standard ISO-
9001, with the current quality system.
4.3. Third Phase: Documentation
This phase aims to provide evidence on the application
of the system, and then provides information useful in the
improvement and development operations.
4.3.1. Method of Application Documentation Stage
The University prepares the following documents:
487
4. The formation of the steering committee composed
of members of the Board of Directors to support and
facilitate the task of the application.
1. Quality Index: a document outlining the University
method in the application of quality management
system, including policy and quality objectives.
2. Quality Procedures are documents illustrate the steps
to implement processes. .
3. Work Instructions: A more detailed documentation of
procedures where shows, the detailed steps to
implement the action.
4. Quality plans: are all of the documents that describe
how to implement a quality management system
plans.
5. Quality records: models that provide evidence of
what has been implemented.
4.4. Fourth Phase: Running-on Operation
This phase aims to provide an opportunity for
employees to apply the University documents, procedures
and plans to explore the areas of quality deficiencies and
improve, and this coincides with the preparation stage and
to review the quality and development of the system.
4.4.1. Method of Application of the Operational Phase
1. The management representative distributes quality
system procedures after documenting the various
sections of the University.
2. The departments use these measures with a
modification or deletion of some of the documents.
3. Clarify how to make a modification or deletion.
4. The management representative chooses a group of
employees to be trained in the audit skills.
488 American Journal of Educational Research
4.5. Fifth phase: Review
This phase aims to ensure the compatibility of the
applicable quality system with a quality management
system ISO-9001, and then addresses the weaknesses
revealed by the audits and make the immediate corrections.
4.5.1. Method of Application Review Phase
Review is done according to the following steps:
1. Develop a plan for review by the management
representative in cooperation with the audit team
should include all applicable sections of the system.
2. A review team must be from outside the department
in which you review.
3. Review all the documents which the department is
reviewed.
4. Field observation of the working methods and
locations of operations.
5. Writes at the end of each visit, a report containing the
most prominent weaknesses that need to be improved.
6. Follow-up corrective actions.
4.6. Sixth Phase: Obtain ISO Certification
When the department is confident of the capacity and
efficiency of the quality system that is seeking a certificate
of conformity of the quality system of an accredited
agency can.
4.6.1. Method of Application Phase to Obtain ISO
Certification
Selecting a donor for accredited certification.
1. Submit a request to the donor supported by all the
documents that support the request of the University.
2. A donor to send a team of them to make sure the
models and the evidence provided by the University.
4.7. Seventh Phase: Maintenance
This phase aims to maintain the ISO certificate obtained.
4.7.1. Method of Application Phase
System maintenance is one of the two roads either by
the University human resources, or by a team from the
donor.
Whether to take the first or the second way, it must
follow these steps:
1. Review the donor reports.
2. Review internal audit reports.
3. Monitor the implementation of the results of audits.
5. Conclusion
The study analyzed the reality of the application of ISO
quality management system in Egyptian universities, and
explained the reasons for the failure of those universities
in the application of ISO-9001, and presented a suggested
proposal on how to implement the quality management
system ISO 9001 correctly to avoid the mistakes made by
the Egyptian universities previously the proposal included
the next elements : The goal of the suggested proposal,
The foundations of the suggested proposal, The suggested
proposal requirements and Phases of the application of
ISO-9001 quality management system.
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