Management perception on implementation and maintenance of ISO 9001 certification among insurance companies in Kenya
Mung'ara, Maria W
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An increasing number -of organizations are making the strategic decision to go for ISO certification, positively perceiving the value added by this certification. In fact, a review of available literature shows how the vast majority of certified companies find the certification process a necessary starting point towards the implementation of quality management, process improvement, resource management and efficiency in performance. Hence, this study used the case of Kenya insurance industry with the objective of determining management perception on implementation and maintenance of ISO 900 I certification that influence their strategic and operational decisions in the insurance industry. The research adopted a descriptive design. Primary information was collected through questionnaire and interviews. The target population included all the 41 insurance companies registered in Kenya according to the Association of Kenya Insurers (AKI, 2008). The head of strategy in each of the insurance companies was interviewed therefore, a total of 41 managers. Data was analyzed using descriptive statistics whereby absolute frequencies, percentages, mean and standard deviation were computed as appropriate. The study found out that ISO certification is perceived by managers as increasing customer satisfaction, enhancing brand reputation and improving corporate image and enhance entry to access global market. The study recommends that the Insurances Regulatory Authority in existence be strengthened to monitor quality in the insurance sector; this would negate the perception that small insurance companies do not need quality systems and management should commit funds to ensure continuous quality process. The study suggests that further studies be done on the effect of International Organization for Standardization (ISO) certification on insurance service quality in Kenya.
University of Nairobi, Kenya