Challenges of implementation and maintenance of ISO 9001:2008 quality management systems:a case study of Kenya organisations
Mwangi, Naftali Ndumbe
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Various studies show that ISO 9001: 2008 is suitable cornerstones for creating Total Quality Management thinking in organizations that operate under very stiff competitive environment. The ISO 9001 :2008 is a series of standards that represent an international consensus on good management that apply to any industry or organization whether manufacturing or service based .It represent a step forward in quality assurance since it is more process based and focuses on continuous improvement, customer satisfaction and meeting regulatory requirement. The number of companies which make attempt to get certified to ISO 9001 standard has been surging during the past years. For those already registered seem to face some challenges in maintaining consistency in quality. This problem prompted this research study to establish whether ISO 9001:2008 implementation and maintenance faces challenges. The study aimed at establishing the challenges faced in implementation and maintenance of ISO 9001:2008 certification in terms of; Resources constraints: Compliance level: Customer needs dynamics and Employee participation within Nairobi city. The study helped to contribute to the body of knowledge in the areas of quality management systems with particular interest in Kenya. The study adopted a descriptive survey design to examine the challenges faced by organizations within Nairobi in the implementation and maintenance of ISO Standards. Simple random sampling was used to select the 40 respondents out of 200 ISO Certified organisations to participate in the study. Data was collected using semi structured questionnaire. The information gathered was analysed using Statistical Package for Social Sciences. The output was presented using frequency and percentage charts and interpretations made based on research objectives. Findings showed that resource availability; compliance level; customer focus and employee participation were found to be challenges to a varying degree in the attainment and implementation of ISO 9001 :2008 standards. Employee participation was considered a challenge by the highest majority. This was closely followed by compliance level and with customer focus and resource availability having equal rating. ISO 9001:2008 standards are critical standards if obtained and maintained by all organizations as the process enhances customer satisfaction and increased efficiency.