| dc.description.abstract | In view of the challenges faced in operationalization and implementation of Quality management systems in ISO certified state corporations, this research project provides for an avenue to establish the post certification state of ISO certified public institutions in Kenya today. The broader objective of this study thus was to establish how selected ISO certified public institutions sustain continual improvement of performance after certification and explore the challenges they face.
The specific objectives were: To establish the type of ISO QMS the selected public institutions are certified in and their certification bodies, to establish whether the selected institutions possess any technical expertise in the management of continual improvement and the extent to which selected ISO certified institutions sustain continual improvement of performance after certification. This study also explored the challenges facing selected ISO certified public institutions in ensuring continual improvement of performance after certification.
This study adopted descriptive research design. The target population was all employees of seventeen ISO certified public institutions in Nairobi that had been awarded the ISO QMS certification. The study utilized both primary and secondary data. The study administered questionnaires to a total of 36 respondents working in the sustainability and compliance section across the organizations departments under study. Stratified random sampling was used to come up with a representative sample size. Secondary data was gathered from various authoritative sources including from the Kenyan certification firms namely Kenya Bureau of Standards (KBS), SOS (K) Ltd and Bureau Veritas Quality International (BVQI).
The findings of this research project were that the collection of customer related data for analysis in order to obtain information for continual improvement was a satisfactory rating of 86.1 % good while the rating in measurement, analysis and improvement was only 50% good. Since measurement, analysis and improvement is a major component of continual improvement this study finds most of the public institutions wanting in this pillar of ISO QMS. | en_US |
