| dc.description.abstract | This research project aimed at developing a strategy for the implementation of ISO 9000
quality management systems in the Kenyan leT industry. The work was undertaken due
to the fact that few leT organizations have taken the challenge to develop and implement
quality management systems that have undergone successful certification. This has
contributed to poor quality leT products and services due to lack of commitment to
quality management systems which calls for strict adherence to laid down quality
guidelines and commitment to continual improvement.
The study surveyed 100 IC'T firms and 4 ISO registrars and sought to identify the current
quality management practices, challenges and obstacles hindering ISO QMS
implementation and ISO QMS gap and compliance analysis. The study also sought to
identify solutions that need to be put in place in order to assist the local ICF industry in
their quest for ISO QMS implementation.
Questionnaires were administered to the leT firms, interviews conducted with ISO
registrars and ISO certified leT firms. Literature search was also done to identify what
.has already been done in this area in other countries and also in other industries.
The study found out that, the Kenyan leT industry has no defined way of measuring the
quality of its products and services. Among the methods identified as being used to
measure quality and also as a means of getting and keeping customers include use of
sales volume, company ownership, experience with the firm, referrals and
recommendations among others. There is thus a great need for the Kenyan IC'T industry
to adherence to internationally recognized quality management methodologies which
have gained world wide acceptance and recognition. Most leT firms noted that the ISO
9000 implementation procedure is not well documented, there is lack of support
literature, the implementation process is tedious and that the ISO standard is difficult to
interpret. Using the research findings, an
ISO implementation strategy was developed to guide the
Kenyan ICT industry in their attempt to pursue ISO certification. | en |
