ISO 9001:2015 quality management system design for wooden pallet manufacturing using system entity analysis and BPMN 2.0

Rakhmasari, Aster Aryati (Politeknik APP Jakarta)
Bani, Fajar Ciputra Daeng (Department of International Trade ASEAN and RRT Region, Polytechnic APP)
Abdusyakur, Muhammad Zulfan (Faculty of Economics and Management, Al Qasimia Umiversity, University City, Sharjah, United Arab Emirates)
Dharmayanti, Indrani (Politeknik APP Jakarta)
Siregar, Maryadi Tirtana (Politeknik APP Jakarta)

Journal Industrial Servicess
Vol 12, No 1 (2026): April 2026

The wooden pallet industry plays a critical role in logistics and supply chain management, yet many companies lack standardized quality management practices, leading to high variability in product quality and order rejections. Although ISO 9001:2015 provides a widely recognized framework for quality management, prior studies have mostly addressed general implementation, with limited focus on industry-specific challenges. This study fills this gap by designing a comprehensive quality management system (QMS) tailored for the wooden pallet sector, integrating system entity analysis and business process modeling (BPMN 2.0) to establish standardized procedures aligned with ISO 9001:2015. A case study of a wooden pallet manufacturing company demonstrates the framework’s potential to improve process standardization, resource utilization, and organizational competitiveness. The proposed QMS serves as a practical roadmap for industry adoption, enhancing quality consistency and operational efficiency. Future research should validate the framework across multiple organizations to confirm its generalizability and effectiveness.