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A study objective is to identify key factors of QMS (Quality Management System) influencing the organizational performance in pharmaceutical factories getting GMP (Good Manufacturing Practices) certificate. The original research model consists of eight independent factors (leadership, process management, education and training, supplier management, customer focus, employee involvement, product design, and continuous improvement) and three dependent factors related to organizational performance (productivity, product quality and customer satisfaction). The study collects 265 suitable questionnaires filled by middle managers or the top managers of the pharmaceutical factories getting GMP in Vietnam. The results identify key factors of QMS as leadership, employee involvement towards customer focus, and continuous improvement towards product design have positively impact to organizational performance that is represented by productivity and product quality, customer satisfaction. The study then suggests managerial implications to top management of pharmaceutical factories in improving performance through enhancing key factors of QMS implementation.

Factors of quality management system influencing organizational performance: A study of pharmaceutical factories getting GMP certificate in Vietnam