| dc.description.abstract | ISO 9001:2008 quality management system standards are meant to enable organizations
to set up effective and efficient management systems for them to meet the needs of
interested parties including business goals, society, employees, customer and regulatory
authorities and assure sustained success. Water sector agencies in Kenya like others
certify in order to achieve operational performance and for marketing value. The
Government of Kenya has operationalized performance contracting and one key output in
the performance contract is ISO 9001:2008 certification which requires all public
agencies to be certified.
The management of water sector institutions are faced with the dilemma of having
effective and efficient systems so as to achieve operational performance in order to
satisfy the customers and the regulator in the water sector. Achieving ISO 9001:2008
certification in itself requires more money. The objective of the research was to
determine the certification status and the relationship between ISO 9001:2008
certification and operational performance in the water sector in Kenya; The study was
carried out through a cross-sectional survey covering sample of 35 out of the 77 Water
Service Providers.
The research concluded that few water sector agencies have received ISO 9001: 2008
certification. Further, the study also concluded that there is a weak relationship between
ISO 9001; 2008 certification and operational performance through customers focus,
employee involvement and process approach | en_US |
