EPrints Repository UNTIRTARANCANGAN SISTEM MANAJEMEN MUTU PELAYANAN APOTEK MENUJU ISO 9001:2015Muhammad AvanSetiawanauthorThe quality of pharmaceutical services in community pharmacies plays an essential role in ensuring patient safety and the overall quality of healthcare services. However, variations in service process implementation and limitations in quality documentation systems are still observed, leading to suboptimal quality control. This condition indicates the need for a structured evaluation of the quality management system. This study aims to identify gaps between the existing conditions of pharmaceutical services in pharmacies under PT SKA and the requirements of ISO 9001:2015, as well as to develop quality management system improvement plans for each required clause. A descriptive approach using mixed qualitative and quantitative methods was employed. Data were collected through observations, interviews with responsible pharmacists, and document reviews in five pharmacies under PT SKA located in Bandung and Cimahi. Data analysis was conducted using gap analysis based on clauses 4 to 10 of ISO 9001:2015. The results indicate that the implementation of the quality management system in pharmaceutical services has not fully met ISO 9001:2015 requirements, with gaps identified across all clauses. The most significant gaps were found in clause 5 (leadership), clause 6 (planning), and clause 10 (improvement). Improvement plans were developed for all ISO 9001:2015 clauses, with emphasis on strengthening leadership commitment, risk and opportunity-based planning, and documented corrective and continual improvement mechanismsHD Industries. Land use. LaborHD28 Management. Industrial ManagementR Medicine (General)2026-04-16Fakultas Teknik Universitas Sultan Ageng Tirtayasa;TEKNIK INDUSTRIThesis

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