Relationship between ISO 9001: 2008 certification and operational performance in water sector in Kenya

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