Quality Management System Implementation And Operational Performance Of National Council For Law Reporting, Kenya

Purpose: This study aimed to establish how implementing quality management systems would have effects on operational performance of an organization. Design/Research method: Literature on implementation of quality management systems was reviewed and based on that questionnaires were administered to all employees at the National Council for Law Reporting. The collected data was analyzed using descriptive statistics and correlation analysis. Finding: The findings reveal that the organization has realized considerable improvements on the performance of its operations due to the implementation of the quality management system. Limitation: Respondent composition was a limitation since the study only focused on the employees of the organization and views were not collected from other stakeholders such as customers and suppliers hence it lacked representativeness of all the stakeholders of the organization. Implication: Further research is required to focus on all the organization’s stakeholders such as customers, suppliers, financiers so as to determine the impact of the implementation of quality management system on their service encounter. Additionally, a research study would be required to assess the process undertaken in implementing quality management system that meets the specific needs of the organization.