South African Organizations are constantly searching for a perfect tool that may
help them to effectively manage every aspect of their operations. While the
search for this tool has proved to be fruitless for many organizations, various
models have been implemented to ensure that organizations have control over
their processes. However the consistency of good quality products and services
still remain uncertain. The willingness of organizations wishing to choose a tool
that ensures processes are in control with consistent products and services that
ultimately fulfill customer requirements is a risk that currently faces South Africa.
The ISO 9001:2008 Standard and the implementation of a Quality Management
System has become the certification of assurance for organizations. The
question however arises to whether Quality Management System has an effect
on the organization processes and customer satisfaction?
The Study considers two Organizations. A tangible product based Organization
in the Civil Engineering field building roads and buildings (KPMMM Construction)
and a more less tangible service based organization, specializing in Project
Management (ISF Services). The study of understanding the current process
controls and client satisfaction and whether the development and implementation
of a Quality Management System is the solution for organizations to have greater
control over their processes and in turn a more gratified client.
The ISO 9001:2008 standard describes the basic activities that are required for a
quality focused organization in developing and implementing a system to ensure
product and service that satisfy customer needs and expectations. The
requirements of the standard are such that they affect everyone in the
It has been identified from previous sources as mentioned by Anand, K. B.,based QMS of manufacturing environment. Paper presented at the 2012
International Conference on Communication, Information & Computing
Technology (ICCICT), Mumbai, India and by and Chi-Hsiang, W., & Dwen-Ren,
T. (2009). Integrated installation of ISO 9000 and ISO 27000 management
systems in an organization. Paper presented at the 43rd Annual 2009
International Carnahan Conference on Security Technology, 2009, that the
problem Organizations have today is understanding the benefit of ISO 9001 and
a Quality Management System. The study shows the design, developmenet,
implementation and benifits before and after ISO 9001 implementation taking into
account customer satisfaction and employee performance which in turn relates to
the organizations overall process performance.
The validation of this dissertation can be justified with the South African Burea of
Standards certifing ISF Services to ISO 9001:2008 and a letter from ISF Services
to state that the processes followed allowed certifcation.
This thesis is submitted in fulfilment of the requirements for the degree Masters
of Science (Industrial Systems) in the Faculty of Industrial Engineering,
University of Pretoria, Pretoria.
Laxmi, A. B., & Maruti, S. P. (2012). An expert advisory system for ISO 9001