Perceived effect of quality management standards on service delivery at Nairobi City County

Abstract

Quality management system enables organizations to achieve their goal and not simply deliver conformity products to customers. Although Nairobi City County (NCC), became the first urban centre in East and Central Africa to receive an international Organization for standardization (ISO) 9001:2008 certificate from Data Quality System(DQS), the City County is faced by a number of key challenges that hinder it from the delivering the required level of services and governance. These challenges have led to the current gap in quantity and quality of services delivered to the various service recipients. The purpose of the study was to investigate the effect of quality management standards on service delivery at NCC. The objective of the study was to assess the effect of quality management standards on service delivery at Nairobi City County. The research design to be employed in this study will be descriptive survey design because data was collected from a cross-section of employees at the Nairobi City County. The target population for the study was management staffs. The study adopted a stratified sampling. The study collected primary data. From the findings, the study concluded concludes that the quality management standard is positively influencing service delivery since there are measures put in place aimed at addressing the key challenges facing the Nairobi City County. The study further revealed that the employee involvement strategies applied by management have a significant positive effect on job involvement, job satisfaction, and organizational commitment, which in turn has an overall effect on service delivery. Additionally, the study concluded that the level of customer satisfaction by NCC is not yet at its optimum.This study may be of significance in providing the management of Nairobi City County, the Governor, County secretary, County reps and chief officers with a better understanding of its processes and identify tools for implementing continual improvement programs that can lead to improved profitability thereby increasing stakeholder value. In terms of employees, they will realize their rights and what is expected of them hence they will have a more bargaining power in their collective bargaining agreement