| dc.description.abstract | Many organizations in Kenya and across the world are adopting ISO 9008:2001 in an
endeavor to improve their processes and hence process quality. Process quality plays a
key role in the performance and survival of organizations in the current competitive
world. This is what informed the study. The study endeavored to establish whether KPLC
achieved process quality improvements after ISO 9001:2008 certification. It also sought
to establish the impact of the certification on process interactions. In order to study
whether KPLC had achieved process quality improvements after ISO 9001: 2008
certification, one internal process, the new connections process, was selected and broken
down into its sub-processes. These were design, quotation, wayleaves acquisition,
construction, metering and process interactions. Six hypotheses were then tested with the
use of one-tailed z-test at 0.05 significance level for a sample of 150 jobs done before and
after ISO 9001:2008 certification. A paired t-test was performed on the mean differences
of the sub-processes' quality in order to make a final conclusion on overall process
quality. The findings of the study revealed that there were significant improvements in
process quality in the sub-processes apart from the quotation sub-process which recorded
a reduction in quality. The study revealed significant improvement on overall process
quality at 0.05 significance level. Process interactions improved significantly after ISO
9001 :2008 certification at 0.05 significance level. | en_US |
