The effectiveness of quality management systems post ISO 9000 certification. a case study of Actom-John Thompson.

Abstract

The purpose of the study was to review the effectiveness of ISO quality management system post ISO certification. The focus of the study was based on three objectives selected which are based on human capital, internal auditing and improvement model towards ISO quality management system. The study was carried out using a survey in the form of structured questionnaires therefore using quantitative approach. The research population used was the Durban based John Thompson employees. From a population of 80 employees, 39 respondents participated in the study therefore giving a 49% valid response rate. The respondents comprised of 71.8% males and 28.2% females. In this study the questionnaires were self-administered since the participants were based in a local area where the researcher was also based. This was advantageous since the completed responses could be collected within a short space of time. The other advantage was that any clarifications that were required by the respondents were attended to quicker. It was also easier to introduce and explain the research topic and the importance of giving honest answers. The capturing of data was done through the excel spreadsheet and was transferred to SPSS version 24.0 for the analysis. The study highlighted that the human talent have an understanding of the maintenance that needs to be carried out in order to improve ISO quality management system as per the first objective. The study also found that the respondents understand the effectiveness of internal audit system for improving ISO quality management system as per second objective. There is however some gaps found that could limit the effectiveness of the internal audits within the organisation. The third objective was met since the respondents responded positively to the improvement methods for the ISO quality management system. The three research objectives have therefore been achieved and the findings have been made which were confirmed by the data. It was recommended that management involve employees more with decision making as they are the ones carrying out the daily production tasks that affect the output of the products. Internal audit findings need to be communicated and discussed with the whole team instead of one individual. A formal training needs to be carried out after a procedure has been amended. Management needs to communicate with employees and inform them of the general business results.