Contribution à l’implémentation d’un système management de la qualité (SMQ) conformément la norme ISO 9001:2015 dans un secteur de communication Cas d’étude : ONOMEDIA

Abstract

In a context of increasing competition, quality management has become a strategic lever for any organization. This study focuses on the contribution to the implementation of a Quality Management System (QMS) compliant with ISO 9001:2015 within Ono Média, an Algerian micro-enterprise operating in the creative services sector. Based on a qualitative approach and action research methodology, the process covers the Plan-Do phases of the PDCA cycle. The diagnostic reveals a low level of quality maturity (14%), with gaps related to the absence of formalized processes and measurable objectives. An action plan comprising eight priority actions was developed, including a process mapping. This study demonstrates that, despite the absence of a targeted certification, the implementation of a structured and progressive QMS in accordance with ISO 9001:2015 generates tangible and lasting improvements in terms of internal organization, customer satisfaction and non-conformity reduction. The intrinsic commitment of management and the receptiveness of the team constitute the enabling conditions for the sustainability of this approach beyond the scope of this work