THE EFFECT OF ISO 9001:2015 QUALITY MANAGEMENT SYSTEM IMPLEMENTATION ON ORGANIZATION PERFORMANCE: THE CASE OF ADDIS ABABA CHAMBER OF COMMERCE AND SECTORIAL ASSOCIATIONS

Abstract

This study assessed the effect of ISO 9001 QMS implementation on organization performance, the case of AACCSA. ISO 9001 QMS is the independent variable, while quality service delivery is the dependent variable. ISO QMS is measured in terms of customer focus, leadership, and engagement of people while service delivery is measured in terms of customer satisfaction, revenue, market share, efficiency and effectiveness. The issue which was being dealt with in this study is whether ISO 9001 can have a positive effect on an organization’s performance. The entire approach of this study was adopting descriptive research method. In the course of analyzing the problems qualitative research methods was essentially introduced. The main tools of data collection were photography, document analysis, working formats, FGD, observation, and interviews. Totally 5 well-structured interview questions are presented to managerial, non-managerial staffs, membership departments and directors of AACCSA and other staff members who are working in the organization. The interview which was conducted in this research was used as primary data. Purposive sampling technique is the most suitable sampling method in the qualitative approach because they align the best across nearly all qualitative research design. Based on the data collection tools, the researcher were collected data by using different methods. This study was used qualitative research approach, and the type is descriptive. The collected data was analyzed and some of the major findings were recorded. The major findings are; the gap when the change of quality manager, digitalized networking, inadequate budget allocation with regards to quality, ICT infrastructure, untraced quality policy, and unequal understandable of system in all level. The study has assured that the implementation of ISO 9001 has positive effects on the organization performance. There is an effect of quality management system on performance of Organization.