Purpose – The purpose of this paper is to present the experience and impact of implementing the ISO 9001: 2008 Standard at the University of Nairobi, in relation to effectiveness on service delivery, operational performance, automation, implementation challenges and related emerging issues....

Purpose – The purpose of this paper is to report the results of a survey on quality management systems (QMS)-related problems faced by management representatives. Design/methodology/approach – The survey was carried out on certified organisations by means of a self-administrated...

Purpose – The purpose of this paper is to investigate differences in personality and career satisfaction between quality managers and workers in other fields based on Person-Environment Fit theory. Design/methodology/approach – Field study: personality and career satisfaction data for 965...

Purpose – In 2000, the Hong Kong Government commissioned the Construction Industry Review Committee (CIRC) to provide a thorough review of the strengths/weaknesses of the Hong Kong construction industry and to recommend improvement measures. The CIRC’s report, released in 2001, recommended...

Purpose – The purpose of this paper is to establish the effect of ISO 9001 implementation on the performance of organizations in Kenya. It specifically targeted organizations listed on the Nairobi Securities Exchange (NSE) which is the leading securities exchange in East Africa....

Purpose – The purpose of this paper is to increase awareness regarding the implementation of a quality management system in the travel agency sector by identifying similarities and differences in the perception of the ISO 9001 certification by travel agencies in China and Hong Kong as well as...

Purpose – The purpose of this paper is to provide various perspectives on the future of quality professionals from a number of leading academics and practitioners around the world. Design/methodology/approach – The approach taken was to collate opinions from a number of leading academics and...

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or...

Purpose – The purpose of this paper is to conceptualize the integration of total productive maintenance (TPM) and ISO 9001 certification by contributing a model named as TPM 9001:2008. Design/methodology/approach – In the beginning of the paper, the origin, growth and capabilities of TPM and...