The impact of ISO9001 on service delivery at the logistics department of a brewery in Gabon

• Main Author: Ayong, Axel Henrick Nze
• Other Authors: Yan, Bingwen, Dr
• Language: en
• Published: Cape Peninsula University of Technology 2020
• Subjects: ISO9001 standards; service delivery; quality management; customer satisfaction; logistics department
• Online Access: http://hdl.handle.net/20.500.11838/3123

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2020 === Over the past decade, under the increasingly competitive business environment, many sub-Saharan African ISO9001 certified firms are struggling continuously to improve their business processes. Adversely, the lack of continuous improvement after implementating ISO9001 in many services-oriented organizations in Gabon has contributed to the erosion of quality in service delivery. Thus, this study investigates the impact of ISO9001 on service delivery at the logistics department of a brewery in Gabon. The study also identifies the key factors affecting ISO9001 implementation in organizations and exploring standard measurements of ISO9001 on service delivery. A mixed-methods approach, which includes both qualitative and quantitative methods were used in this study. The researcher used qualitative techniques to collect data from interviews, site observations, and document analysis. A questionnaire (n=135) was distributed in the company to obtain an understanding of the views of the respondents. Data were analyzed through the Statistical Package for Social Science (SPSS) version 24. The Cronbach's Alpha value was used to measure the internal consistency of the dataset, and the Spearman‘s rank correlation tests was used to assess on the sets of questions/ statements posed to the logistics department employees. Ethical issues were well-considered during the research process. The research findings indicate that managers should ensure that employees are regularly trained, and, organizational culture is well established and understood by everyone in the organization.