Iso 9001 Quality Management System And Service Delivery In The Road Sector: A Case Of Project Management And Engineering Consultants Limited (Prome) In Uganda

Abstract

This study sought to examine the effect of Quality Management System (QMS) based on ISO 9001 and service delivery in the road sector, a case of Project Management and Engineering Consultants Limited (PROME) in Uganda. ISO 9001 Quality Management System was the independent variable, while service delivery was the dependent variable. ISO QMS was measured in terms of customer focus, leadership, and engagement of people while service delivery was measured in terms of customer satisfaction, revenue and market share, efficiency and effectiveness. The issue which was being dealt with in this study was whether ISO 9001 can have a positive effect on a firm’s operational performance. -From the findings in the study 5 (7.7%) of respondents indicated that leadership support influence service delivery to a great extent, 45(69.2%) indicated a very great extent influence, 2(3.1%) indicated a moderate extent influence, 3(4.6%) said it influenced it to a low extent, while the remaining 10(4 %) indicated that it influenced it to a very low extent.Three (4.6%) of respondents indicated that customer focus influenced service delivery to a great extent. Fifty (50) (76.9%) indicated a very great extent influence, 2(3.1%) indicated a moderate extent influence, 3(4.6%) said it influenced it to a low extent while the remaining 7(10.7 %) indicated that it influenced it to a very low extent. Based on the findings, it was concluded that in order for an organization to successfully implement quality management system, the top management must create, share and sustain quality management targets and values. The study findings indicate that for successful quality management practice an organization needs to establish a process of understanding current and future needs of its clients, ensure efficient management response to customer complaints and a consistent tracking and measuring of customer satisfaction through surveys. Based on the findings of this study, it was concluded that in order for an organization to successfully implement

quality management system, the top management must create, share and sustain quality management targets and values.