Effect of ISO 9000 certification on operations performance: case of Johnsondiversey.

Abstract

Quality is indisputably one of the weapons for competitiveness. It has become the cornerstones for companies' reputation. Many organizations have implemented Quality Management Systems for competitive advantage. ISO 9001 is one such system. The strategy to implement a quality management system enhances the operation management in an organization and ensures it focus on the customer. Several companies in Kenya have implemented ISO 9001 quality management systems for various benefits. JohnsonDiversey is one of such companies, which has implemented ISO with the objective of providing the customer with a quality solution to their cleaning needs. The Objectives of the research project was: To identify the benefits realized by JohnsonDiversey since the adoption and implementation of ISO 9001. And To identify the challenges experienced since the implementation. The research took a case study approach in identifying the benefits realized by ISO certification. The Organization chosen, JohnsonDiversey has been operating ISO 9001 for seven years. The target population was all the staff of the company in the departments that are directly covered by ISO i.e. Census. The study revealed the importance ISO certified firms attached to ISO implementation. The study further revealed that ISO 900 I is necessitated among other factors, meeting customers' requirements. The study concluded that ISO is strategy for performance improvement. ISO is relevant in achieving efficiency in all operations processes. It is also relevant in fulfilling customers' requirements to their satisfaction. ISO definitely gives a company competitive advantages.