Abstract The study seeks to examine the various challenges faced by the Swaziland Revenue Authority (SRA) in the ISO 9001 certification process.
ISO 9001 is a Quality Management System standard that provides a series of guidelines on how to establish a quality system to manage business processes that affect its product or services. Organizations use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements. A review of literature revealed a major gap in research in the area of quality management systems with particular interest in Swaziland. Information garnered from this study will lead to knowledge transfer and could be used to reduce the severity of challenges encountered during QMS implementation and consequently lead to acquisition of ISO 9001 certification. A comprehensive literature review focuses on the Baldridge Award System; the British Standards approach; works by W. Deming and Philip Crosby; and research papers published in academic literature. Reviewing the literature, it is observed that, although there are signs that the initial results are not so positive regarding the ISO 9001implementation, the general conclusion is that the standard has positive impact on the company's operational as well as business performance and on the company's effort to move towards total quality management.
To achieve the research goals, an empirical analysis was carried out in all twenty-four Divisions across SRA using a case study approach. Substantial field work was undertaken using the mixed methods approach that used semi structured interviews, documentation, direct observation and archival records to collect the data. Findings from the study revealed that challenges such as the massive documents requirements, inadequate financial and human resource as well as limited infrastructure to implement QMS. Also mentioned are high cost of engaging consultants to assist in the processes, organizational culture, staff resistance to change and lack of training on QMS.
SSA, R (2021). Challenges Faced By Organizations In Pursuit Of Iso Certification: A Case Of The Swaziland Revenue Authority.. Afribary.com: Retrieved May 13, 2021, from https://afribary.com/works/challenges-faced-by-organizations-in-pursuit-of-iso-certification-a-case-of-the-swaziland-revenue-authority
Research, SSA. "Challenges Faced By Organizations In Pursuit Of Iso Certification: A Case Of The Swaziland Revenue Authority." Afribary.com. Afribary.com, 28 Apr. 2021, https://afribary.com/works/challenges-faced-by-organizations-in-pursuit-of-iso-certification-a-case-of-the-swaziland-revenue-authority . Accessed 13 May. 2021.
Research, SSA. "Challenges Faced By Organizations In Pursuit Of Iso Certification: A Case Of The Swaziland Revenue Authority.". Afribary.com, Afribary.com, 28 Apr. 2021. Web. 13 May. 2021. < https://afribary.com/works/challenges-faced-by-organizations-in-pursuit-of-iso-certification-a-case-of-the-swaziland-revenue-authority >.
Research, SSA. "Challenges Faced By Organizations In Pursuit Of Iso Certification: A Case Of The Swaziland Revenue Authority." Afribary.com (2021). Accessed May 13, 2021. https://afribary.com/works/challenges-faced-by-organizations-in-pursuit-of-iso-certification-a-case-of-the-swaziland-revenue-authority