Factors affecting adoption of ISO 9001 :2008 Quality Management Systems in selected Public Sector Organizations in Nairobi, Kenya.
Loading...
Date
2013-08-27
Authors
Kagwiria, Clare Regina
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Customers are becoming more sophisticated, better informed and their expectations are
growing. For any business, the only way to keep up is to offer a commitment to quality.
The ISO 9001:2008 Quality Management System standard introduces quality
improvement into every aspect of a company's operation. Adoption of ISO 9001:2008
QMS is of great importance to organizations after certification. Organizations must
endeavor to adopt quality management systems into their day to day activities in-order to
obtain a competitive advantage in the market, increased effectiveness, improved
efficiency, improved consistency of products and services, improved quality of products
or services, reduction of waste: increased market share. Adoption of QMS in the day to
day activities of an organization helps reduce the customer complaints which are in the
rise due to failure to sustain the standards set out in the certification. However, many
organizations find various challenges in adoption of QMS into their daily activities. The
study analyzed the factors affecting adoption of ISO 9001 :2008 Quality Management
Systems in selected public sector organizations. The specific objectives of the study
included determining how role of top management, perceived benefits, employee
training, and employee attitude and resource availability affects adoption of ISO
9001:2008 Quality Management System. The study used descriptive research design.
The total target population in three organizations was 150 from which a sample size of
60 was chosen using stratified sampling technique. Data (primary and secondary) was
collected using questionnaires which was administered by drop and pick method and
analyzed using descriptive statistics and correlation, while qualitative data was analyzed
though content analysis. The statistical package for social sciences (SPSS) was used to
aide analysis. The study found out that 'lac,~of top management commitment, failure to
achieve the perceived benefits, inadequate -training, limited resources, and poor staff
attitude contribute to the failure to successfully implement QMS in government
institutions. It is therefore recommended that top management should spear head the
implementation, provide adequate training and resources to improve staff attitude. The
study found that perceived benefits can be realized only after the other four factors are
fully achieved.