The perceptions of ISO 9001 implementation in selected consulting engineering firms in Durban.
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Date
2017
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Abstract
ABSTRACT
Total Quality Management is an overarching philosophy aimed at the improvement of all
facets of an organisation’s resources and processes. Quality Management Systems such as the
ISO 9000 family of standards seek to improve the quality of products and services whilst
providing customer satisfaction. Tools such as the ISO 9001 certification allow organisations
to compete on an international stage where they are judged by a set of common standards.
Most ISO 9001 certifications are currently associated with manufacturing sector with a small
percentage reflecting certification in the engineering services sector. An exploratory research
is required in determining the impact of factors linked with implementing ISO 9001 standard
and certification in the consulting engineering sector of firms located in the Durban area. The
research determines the potential benefits and pitfalls of implementing the ISO standard
amongst consulting engineering firms by gathering primary data through questionnaires and
secondary data by way of literature and empirical reviews. A mixed methodology was
adopted for the data collected from the respondents. The research looked at common threads
of themes that feed into the implementation of the ISO 9001 standard amongst consulting
engineering firms drawn from a list of firms belonging to various engineering associations.
This was compared to themes found in current literature associated with ISO 9001
certification implementation. Themes related to performance, quality improvement and
customer satisfaction were identified and the barriers to implementation such as lack of
management buy-in, training and costs were also identified. Further analysis thereof
determined trends and lessons that can advise future and present ISO 9001 certified
consulting engineering firms in their implementation of the standard and subsequent
sustainability issues. Recommendations included ensuring management support, continual
staff training, acquiring specific staff for ISO purposes and appropriate record keeping.
Future studies into the research could expand the size and scope to include employees and
thereby add more insight into the implementation of ISO 9001 standard amongst consulting
engineering firms in Durban.
Description
Master’s Degree. University of KwaZulu-Natal, Durban.