“TRANSFORMATION OF PROCESS INNOVATION THROUGH THE IMPLEMENTATION OF ISO 9001:2015” (QUALITATIVE STUDY ON KSPPS BMT BAHTERA)

Abstrak

The implementation of ISO 9001:2015 as a quality management system provides opportunities for organizations, including Islamic financial services cooperatives, to improve efficiency while encouraging innovation in business processes. This study aims to explore how the implementation of ISO 9001:2015 contributes to the transformation of process innovation in KSPPS BMT BAHTERA, a sharia financial institution that has implemented a quality management system. With a qualitative case study approach, data were obtained through in-depth interviews with quality management leaders, operational employees, and internal document reviews. The results of the empirical study showed that the implementation of ISO 9001:2015 found that ISO 9001 significantly affected internal business processes, correlated with indicators of innovation and learning perspectives at a significant level and ISO 9001:2015 is recommended for implementation in the financial industry to encourage the creation of process innovation in the form of improving service flows, implementing digital technology in transactions, and increasing work accountability. However, obstacles were also found in the form of resistance to change and limited technical understanding of some staff regarding quality management principles. This study emphasizes the importance of leadership commitment and internalization of quality culture as key factors in driving sustainable innovation through the ISO system.