Issakova, Klara2016-12-072016-12-072016-11Issakova, Klara (2016) IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEM IN THE PRIVATE INSTITUTION «USM». Thesis. Nazarbayev University Graduate School of Business.http://nur.nu.edu.kz/handle/123456789/2070This work intends to assess current Quality Management System at Private Institution “USM” and develop recommendations in order to improve it based on existing issues. This topic is quite important to be studied as increasing competitiveness in developing markets requires businesses to be effective and efficient in their operations. As a result of the study, it can be concluded that the main competitive advantage of USM is provision of unique full spectrum of infrastructure management services, while ensuring high quality of services meeting international standards. In the long run USM should improve its competitiveness by optimizing process of request for services and enter foreign markets. These tasks will be achieved through Kaizen philosophy by highly involving management in formation of needs for changes, systematization of actions and fixation of habits. At the same time, USM should eliminate following factors in the short-run in order to successfully reach its goals: develop motivation among employees, optimize stocks, improve communications among teams, make procurement process more efficient and develop feedback policy for services conducted.enAttribution-NonCommercial-ShareAlike 3.0 United StatesPrivate Institution «USM»key business processesquality management systemMaster's thesis