@inproceedings{be11e2c845924d15b4a761549c3b6cd5,
title = "The Implementation of ISO 37301:2021 on Compliance Management System (CMS) to Improve Product Quality for Customer Satisfaction",
abstract = "The purpose of this research is to guide the implementation of the International Organization for Standardization (ISO) 37301:2021 on Compliance Management System (CMS) effectively through compliance contract management to improve the product quality of an Indonesian manufacture-company for achieving its consumer/customer's satisfaction. Compliance to contractual requirements to achieve customer satisfaction should not only rely per se on the contract requirements as stated in the contract, but also consider customer's concerns on product quality. It has become the finding of this academic research that by integrating the Kano Model into contractual compliance management in the Company, the Company's product quality improved and attracted its customer. Such improvement is resulted from the ability of the Company in its CMS strategy by interpreting the provisions of the contract within the perspective of Kano's satisfaction quadrants.",
keywords = "Compliance Management System, International Organization for Standardization (ISO), Kano Model, contract management, customer satisfaction, improvement, product quality",
author = "Widodo, {Rochmad Agung} and Mokh Suef and Achmad Affandi",
note = "Publisher Copyright: {\textcopyright} 2024 IEEE.; 1st IEEE International Symposium on Consumer Technology, ISCT 2024 ; Conference date: 13-08-2024 Through 16-08-2024",
year = "2024",
doi = "10.1109/ISCT62336.2024.10791112",
language = "English",
series = "Digest of Technical Papers - IEEE International Conference on Consumer Electronics",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "751--757",
booktitle = "2024 IEEE International Symposium on Consumer Technology",
address = "United States",
}