Strategies to Implement ISO 9001 in a Government Organization in Jamaica

Strategies to Implement ISO 9001 in a Government Organization in Jamaica by Yvette Castell MS, University of Portsmouth, 2007 BS, University of the West Indies, Mona, 1989 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2016 Abstract Managers of government organizations in Jamaica often have difficulty implementing the International Organization for Standardization (ISO) 9001 standard. Jamaica’s Minister of Industry, Investment, and Commerce considered ISO 9001 certification as critical for international competitiveness as lacking the standard had the potential to become a barrier to trade. The purpose of this single case study was to explore the strategies that managers of a government organization in Jamaica used to implement ISO 9001Managers of government organizations in Jamaica often have difficulty implementing the International Organization for Standardization (ISO) 9001 standard. Jamaica’s Minister of Industry, Investment, and Commerce considered ISO 9001 certification as critical for international competitiveness as lacking the standard had the potential to become a barrier to trade. The purpose of this single case study was to explore the strategies that managers of a government organization in Jamaica used to implement ISO 9001 successfully. The conceptual framework was the total quality management concept encompassing Deming’s plan-do-check-act cycle. Data collection entailed organizational document reviews and semistructured interviews of 4 managers in an ISO 9001 certified government organization in Jamaica. Data analysis involved interview transcription, keyword and phrase coding, emergent theme identification, and methodological triangulation of the data. Findings were that successful implementation strategies to promote understanding of the ISO 9001 standard included both management commitment and leadership and ongoing awareness, training, and education. Other strategies were customization of the quality management system (QMS) implementation, continuous assessment and update of the QMS, and staff involvement. Social change implications include the potential for government managers and quality practitioners in Jamaica to use the study results to develop or improve strategies for ISO 9001 certification of organizations. ISO 9001 certification might lead to increased organizational competitiveness and enhanced business survival, which may result in the provision of job opportunities for community members and growth in Jamaica’s economy. Strategies to Implement ISO 9001 in a Government Organization in Jamaica by Yvette Castell MS, University of Portsmouth, 2007 BS, University of the West Indies, Mona, 1989 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2016 Dedication I dedicate this study to my husband and my foster son who patiently stood by me and supported me emotionally during the course of my study. I also dedicate the study to my mother, sisters, the Williams’ family, and my close friends who believed in me and encouraged me to stay the course. They kept me motivated and determined throughout the long, wearisome months while I toiled on to completion. Acknowledgments I believed that I could complete this doctoral journey through Christ who strengthened me. I am truly grateful to my Lord who saw me through the long days and night while I toiled on towards completion. I have become a stronger and more patient person because of the rigor of this doctoral study. I thank my family, friends, classmates, and instructors for their support, prayers, and guidance on my path to completion. Dr. Patsy Kasen, my Chair, has been of invaluable assistance in continually encouraging me to move forward. Dr. Sarah Prince has not passed up an opportunity to assist me in overcoming my writing and APA challenges, and I am ever grateful to her. I also want to thank my former committee member, Dr. Jennifer Scott and my current members, Dr. Tim Truitt and Dr. Judith Blando, for their guidance and suggestions, which contributed to my doctoral study completion. I am grateful to my Methodologist, Dr. Gene Fusch for guiding me in the refinement of the study methodology. Thank you goes to Mr. Fred Walker and other Walden personnel for responding to my e-mails. Finally, I thank my classmates throughout my doctoral journey for the encouragement and support to complete the various modules and the study.