The perceptions of ISO 9001 implementation in selected consulting engineering firms in Durban.

Abstract

ABSTRACT Total Quality Management is an overarching philosophy aimed at the improvement of all facets of an organisation’s resources and processes. Quality Management Systems such as the ISO 9000 family of standards seek to improve the quality of products and services whilst providing customer satisfaction. Tools such as the ISO 9001 certification allow organisations to compete on an international stage where they are judged by a set of common standards. Most ISO 9001 certifications are currently associated with manufacturing sector with a small percentage reflecting certification in the engineering services sector. An exploratory research is required in determining the impact of factors linked with implementing ISO 9001 standard and certification in the consulting engineering sector of firms located in the Durban area. The research determines the potential benefits and pitfalls of implementing the ISO standard amongst consulting engineering firms by gathering primary data through questionnaires and secondary data by way of literature and empirical reviews. A mixed methodology was adopted for the data collected from the respondents. The research looked at common threads of themes that feed into the implementation of the ISO 9001 standard amongst consulting engineering firms drawn from a list of firms belonging to various engineering associations. This was compared to themes found in current literature associated with ISO 9001 certification implementation. Themes related to performance, quality improvement and customer satisfaction were identified and the barriers to implementation such as lack of management buy-in, training and costs were also identified. Further analysis thereof determined trends and lessons that can advise future and present ISO 9001 certified consulting engineering firms in their implementation of the standard and subsequent sustainability issues. Recommendations included ensuring management support, continual staff training, acquiring specific staff for ISO purposes and appropriate record keeping. Future studies into the research could expand the size and scope to include employees and thereby add more insight into the implementation of ISO 9001 standard amongst consulting engineering firms in Durban.