Challenges that Impede Implementation of International Standards Organization (ISO) 9001:2008 in Public Corporations in Kenya

Abstract

Service delivery is an important aspect to an organization whose main objective is to work towards achieving its mandate. In the 21^st Century, profit-making and non-profit making organizations adopted ISO 9001:2008 standard that specifies daily work procedures and requirements that are used to perform various tasks in order to realize change by improving the quality of service delivery. Studies indicate that quality of service delivery has improved but is still below the recommended standards in certified organizations and institutions that have had repeated audits indicating that they are compliant. The objective of the study was to identify the challenges that impede implementation of International Standards Organization (ISO) 9001:2008 in public corporations in Kenya with a case study of Kenya Pipeline Company in Nakuru. The company operates on a very dynamic environment where daily operations involve storing of fuel which is a major driver of the country’s economy. The study adopted the Service Quality Delivery Model as propagated by Parasuraman, Valarie, Zeithaml, and Berry which identifies gaps that cause unsuccessful service delivery. The study targeted 164 employees of KPC and 49 client shippers making a total of 213 respondents. The study utilized a simple random sampling to employees and clients.  The target population was stratified according to various departments. A sampling frame was developed to guide the researcher to identify respondents of the study.  Purposive sampling was applied to section managers. The study adopted a sampling procedure as proposed by (Krejcie and Morgan, 1970).  A sample that corresponded to a population of 213 was 136 who were selected for the study. Sample distribution of employees and clients was done using Neyman’s proportional allocation formular calculated as: nh=(Nh/N)*n. Questionnaires were analyzed descriptively and interview schedules analyzed thematically. Secondary data was generated by studying the existing records. Majority of the respondents consented that although there was general improvement of operations and service delivery, there were diverse challenges encountered by various stakeholders depending on the categorization of respondents. Respondents were employees, clients (shippers) and management representatives who presented their challenges based on the area of operation.