A survey of staff attitudes towards adoption of ISO 9000 certification in Kenya power & lighting company (KPLC)

Abstract

Kenya Power & lighting embarked on ISO certification in 2006 in line with market trends and as a customer/suppliers satisfaction strategy. Success and sustenance of the quality management programme is dependent on the staff attitude and enthusiasm. The aim of this study was to establish KPLC's employee's attitudes towards the implementation of ISO 9000 in the organization. The survey was carried out by collection of primary data through a self-administered, semi-structured questionnaire with both open ended and closed ended questions. The questionnaires were distributed through research assistants to a sampled 150 respondent out of the KPLC employee population of 5390. The data collected for the study was analyzed using descriptive statistics. Means of the likert scales was used to determine the likely attitude of the employees to the questions raised. The study was considered a success with a response rate of 84% i.e. 126 respondents out of the targeted 150 respondents. Most of the respondents liked the introduction and implementation of quality programme in KPLC. This was supported by the benefits that the respondents related to the programme. The respondents also suggested factors that would contribute to the success of the quality programme. Recognition and rewards given to staff with good achievement in quality programmes was the most outstanding factor in facilitating the success of the program. The respondents also suggested factors that would contribute to the success of the quality programme. Recognition and rewards given to staff with good achievement in quality programmes was the most outstanding factor in facilitating the success of the program.