An assessment of quality management system indicators for the ISO 9001:2008 certified work organisations in Kuwait
Alolayan, Salah (2014) An assessment of quality management system indicators for the ISO 9001:2008 certified work organisations in Kuwait. PhD thesis, Dublin City University.
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The purpose of this research is to assess the performance of quality management systems in the Kuwaiti work organizations as per ISO 9001:2008 from the customers' perspectives (end users) based on the auditing practices and quality implementations. The research has taken a long path of research methodology starting with the development and customizations of two different survey questionnaires and ending up with a data analysis using several statistical software packages such as SPSS and Minitab. Most of the data analysis has used the method of non-parametric statistical techniques except for the modeling part where advanced statistical techniques have been used. One survey was directed to all business types and the other was only directed to manufacturing organizations. The target respondents for both surveys were provided in the form of listed names of ISO 9001 certified work organizations by a government agency for the state of Kuwait, public authority for industry (PAFI). Reliability and validity of both surveys were statistically justifiable enough to make the author to proceed with: (1) comparison against Swedish certified work organizations, and (2) building up a statistical model from each survey. The comparison between the Kuwaiti and Swedish work organizations has shown many significant differences in the auditing practices and quality implementations. Moreover, the resulted differences between the two culturally work environments (Kuwaiti and Swedish), shed the lights about the existing gaps of ISO implementations and auditing practices in the two countries and help the author analyze these gaps for suggesting any prospect of quality improvements. Aside from descriptive and inferential analysis on the surveyed data, a model building was the final objective of this research. The main model was built up based on 10 interrelated factors, extracted from the survey questionnaire using LISREL software as a
structural equation modeling technique. Furthermore, the model has shown the capability of predicting the total and direct effects from one factor to another. From modeling, it was statistically shown that the ISO certified manufacturing organizations outperformed the ISO certified services organizations in Kuwait.
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