The role of Records Management in the implementation of ISO 9001:2008 Quality Management System at the Kenya Power and Lighting Company Ltd, Nairobi

Abstract

Records Management (RM) is one of the six mandatory procedures required in implementation and maintenance of ISO 9001:2008 Quality Management System (QMS). There were RM gaps at the Kenya Power and Lighting Company Ltd (KPLC) even after certification in QMS in 2006. The aim of the study was to investigate the role of (RM in the implementation of QMS at KPLC, Nairobi, and to develop a framework to guide implementation of RM requirements in support of QMS. The objectives of the study were: to determine how records are managed during their continuum; to establish how current RM environment affects implementation of ISO 9001:2008-QMS; to find out the critical success factors in implementation of RM in support of QMS; to investigate the role of information communication technology (ICT) in implementation of RM in support of QMS at KPLC; to investigate the challenges faced by KPLC in fulfilling RM requirements in support of QMS; and, to develop a framework to guide implementation of RM in support of QMS at KPLC. The study was informed by triangulation of ISO 15489:2001-Documentation: Records Management Standard and Frank Upwards‘ (1996) Records Continuum Model. Purposive sampling was used to select a sample of ninety-two (92) respondents who were involved in the study. The data collection instruments comprised interviews and observations. The data is presented, analysed and interpreted using descriptive method supplemented by tables and figures. The study established that RM plays a pivotal role in implementation of QMS and that ICTs have an essential enabling role in implementation of RM in support of QMS at KPLC. Nonetheless, it was revealed that KPLC faced myriad RM challenges in implementation of QMS because the organisational culture does not mainstream RM in the implementation of QMS. The study recommends organisational culture change where top management mainstream prudent RM in support of QMS, application of QMS requirements to RM processes, automation of RM to boost implementation of RM in support of QMS at KPLC and to adopt the proposed RM framework to guide implementation of RM in support of QMS at KPLC