Case Sharing 

Institute for Tourism Studies

Review and Revise Workflow to Ensure High Quality

Industry: Education, Research, Consultancy, Auditing and Laboratories
Service: ISO/ SHE/ Management System    

Institute for Tourism Studies (IFT) offers degree and programmes in a wide range of tourism-related disciplines. It conducts policy level research related to tourism planning and development. IFT intended to conduct an ISO 9001:2015 gap analysis for its Technical and Academic Support Division (SATA) and Campus Services (CS) and TQM provided consultancy services to fulfill the objective.

Project Scope

  • Review and assess current workflow practices & documentations of SATA and CS against ISO 9001: 2015 requirements

  • Conduct interviews with the IFT top management to identify gaps

  • Provide a road map with suggestions to comply with the standard


  • Reviewed workflow of SATA & CS and provided suggestions:

    • Keep sufficient documented information for effectiveness

    • Rewrite work procedures to meet standard’s requirements

    • Conduct internal operation trainings on QMS compliance

    • Conduct preventive actions against nonconforming outputs

  • Mapped SATA and CS activities with standard’s requirements