Effects of International Organizations for Standardization 9001: 2000 on service delivery in Public sectors – A Case study of Kenya Revenue Authority

Abstract

Service delivery in any given organization is dependent on various factors that could include managerial and professional skills, policies, commitment, vision, and mission although depending on the nature of the function being undertaken. Today however,most organizations are embracing the use of quality management systems as part of uniform service delivery. Although this has worked effectively in the Private Sectors little information exists on the actual effect in the Public sector, for instance the effect of ISO. This study sought to examine the effect of implementing ISO 9001:2000 on service delivery in public sector with reference to the Kenya Revenue Authority. The study addressed the following objectives: to examine the effects of ISO 9001:2000implementation on the work system of KRA, evaluate the effects of ISO 9001:2000on service delivery in KRA to assess the challenges experienced in the implementation of ISO 9001:2000 and suggest appropriate ways of enhancing effective service delivery in K.R.A. This study was based on E. Deming‟s theory on Quest for quality which is “Quality is every one‟s response”. A descriptive survey design was used in the study which involved the target population of all the employees of the company from which a sample of 220 respondents were selected.Simple and stratified random sampling techniques were used to select respondents from the four company departments that participated in the study. Data was collected using questionnaires and interview schedules which were validated using expert‟s help from supervisors and reliability determined using the test re-test method. The questionnaire yielded reliability coefficient of 0.75 which was considered reasonable enough. The data collected was analyzed using descriptive and inferential statistics.The descriptive statistics used included frequencies and percentages while the Chi-Square statistic was used to determine the relationship between the variables of the study. The findings indicated that the implementation of ISO 9001:2000 had a significant impact on the work systems and service delivery at the KRA despite the existence of challenges ranging from limited opportunities for training, inadequate materials and financial resources, poor remuneration for workers, to the integration of ISO9001:2000requirementsincluding advertisements, documenting procedures and setting of quality management teams. These findings provide baseline evidence to monitor circumstances surrounding the implementation of ISO 9001:2000 in institutions like the KRA and other relevant organizations for better work and quality service provision.