The Relationship Between Iso Certification And Service Delivery: A Case Of Moi Teaching And Referral Hospital, Eldoret, Kenya

Abstract

To achieve competitive advantage through maintenance of quality, organizations must ensure that they achieve the highest possible standards in order for them to attract and maintain the consumers in the market. The main focus of ISO 9001:8000 is service delivery and is the most successful quality management system for many organizations including the health sector. The main purpose of this study was to determine the relationship between quality management systems and organizational performance at Moi Teaching and Referral Hospital, Eldoret. The specific objectives were to; find out the effects of ISO 9001:8000 certification on health care provision, financial management and development planning and propose strategies of enhancing the effectiveness of ISO 9001: 8000 certification on service delivery. The study utilized the descriptive survey design and adopted mixed research approach of data collection. There were 280 management employees in MTRH who formed the target population of this study. The study used Yamane (1967) formula to determine its sample size. Proportionate and simple random sampling techniques were used to obtain the 165 respondents. Data was collected by use of questionnaires and interview schedules. The collected data was analyzed using both descriptive and inferential statistics such as frequencies, percentages, and Pearson Correlation analysis. The study found out that ISO certification was positively linked to service delivery (health care provision, financial and human resource management and development planning) and that there was need to review on the competencies of staff members and provide scholarships to its members for acquisition of skills. The study recommends that there was need for provision of training of employees at MTRH to enable them acquire skills in the various hospital departments and therefore effectively implement hospital strategic plan which enhances the implementation of ISO standards and that there is need for the hospital management to determine and provide resources for the infrastructure development especially for hospital equipment and facilities which ensures that there is better and improved service to the customers. The findings of this study will guide the policy makers in Moi Teaching and Referral Hospital and related institutions and other various organizations and industries to know the role the success factors play in shaping standardization practices, how they affect performance and what strategies to use in order to remain competitive and achieve sustainable growth and performance.