Research Proposal: Employee commitment to ISO and service quality in Daman

Author: Iloka Benneth Chiemelie
Published: 24th April 2018

Background

In recent years, focus on quality of services have increased as a result of continuous demands from consumers(Alolayan, 2014). Considering the high level of competition (both local and internationally), it is not surprising that certain service provider, in their quest for higher financial performance, have neglected the need for continued satisfaction of customers (Quality Bureau, n.d.). As such, some of these companies do not take extra measures to ensure that their services are capable of delivering desired qualities from the side of the consumers (Piskar, n.d.). This has led to the establishment of different independent organizations that are focused on monitoring quality of services delivered by corporations and adopting their findings for rating purposes. In the view of such, consumers have begun to restate their trust on companies that are awarded such recognitions - on the ground that they will be able to offer them high value for money in terms of their service features.

The significance of service quality is higher in the healthcare sector as a result of the fact that it does relate with the lives of people. In cases where someone is ill, offering the person necessary medications (in their right order), is the only remedy for full recovery and normal life(Sharif, 2015). If the focus of the company is on financial gains instead of the quality of its patient’s lives, there is the tendency that the quality of services offered will significantly drop(Alolayan, 2014). A drop in the quality of services will bring about drop in the potential of such services to delivery good and healthy recovery for the patients – potentially leading to other issues and possible death.

Recently, the National health insurance company - Daman received three ISO awards. The awards for Pharmacy Benefit Management, Information Security Management and total Quality Management System have been accredited by independent bodies that set the global standards for quality administration(Albawaba Business, 2013). While commenting on the award, Daman’s Chief Executive Officer, Dr. Michael Bitze noted that these awards are strong indications of the company’s commitment and dedication towards high quality service offerings. Additionally, the CEO noted that the awards are strong reasons why the consumers should continue trusting them as the best in the industry and a restatement of their continued efforts to ensure that all their services meet set quality standards within the industry(Albawaba Business, 2013). However, Daman would not have delivered such high standards without the commitment of the employees as these employees represent the link between the services offered by the company and the consumers of such services. Thus, how the employees undertake their job designations does relate to how the consumers will feel about the quality of services offered by the company.

Project Purpose

Based on the above understanding, the purpose of this research is to establish potential links between employees’ commitment to ISO and the quality of services offered by the company (with special reference to Daman).

Research approach

This will be a primary exploratory study on how employees’ commitment to ISO has resulted on the quality of services offered by Daman. In the course of delivering this objectives, this research will be undertaken in five different chapters. The first chapter will be introduction of the research, presenting details on what is to be undertaken and how it will be performed. The research objectives and relevant questions for delivering these objectives will be stated.

A comprehensive literature review will be the content of the second chapter. In this chapter detailed analysis of employees’ commitment will be presented in relation to how such commitment influences quality of services delivered by the company. In the course of delivering this chapter, certain lights will be shaded on factors that influence employees’’ commitment within the health care industry.

The third and fourth chapters are research methodology and analysis of research findings respectively. Data for the research will be gathered with the aid of questionnaire (on simple random sampling). The questionnaire will be designed with 7-points likert’s rating system. Quality of gathered data will be tested in terms of reliability and validity with Crombach’s Alpha. Data analysis will feature descriptive variables analysis, correlation, ANOVA and other related analytical features. The independent variable will be “employees’ commitment to ISO” at Daman, while the dependent variable will be “quality of services” offered at Daman. A minimum of 100 responses will be gathered for this study.

The final chapter is summary of findings, research limitations, and recommendations for future related study. Overall, it is expected that this research will be able to highlight how employees’ commitment to ISO influences the quality of services delivered at Daman.

Institutional Resources

-          Online journals

-          Publications

-          Corporate website (Daman)

-          ISO standards certification guidelines

-          Questionnaire design

Budget

Chapter	Resources needed	Cost (US $)
Chapter 1	Journals	100
Chapter 2	Journals ISO certification guidelines
Chapter 3	Questionnaire design Questionnaire delivery -          Research aids -          Transportation -          Lunch & others Gathering of responses -          Computer software	150
Chapter 4	IBM SPSS analysis -          Coding of data -          Data analysis -          Decoding of data	300
Chapter 5	Journals Findings from research	None

References

Albawaba Business. (2013, 6 19). Three certifications confirm Daman’s commitment to quality and security. Retrieved from Albawaba Business: http://www.albawaba.com/business/pr/daman-certifications-497812?quicktabs_accordion=2

Alolayan, S. (2014, 1 18). An assessment of quality management system indicators for the ISO 9001: 2008 certified work organizations in Kuwait. Retrieved from DCU: http://doras.dcu.ie/19779/1/Ph.D.pdf-Final.pdf

Piskar, F. (n.d.). The Impact of the Quality Management System iso 9000 on Customer Satisfaction of Slovenian Companies. Retrieved from http://www.fm-kp.si/zalozba/ISSN/1581-6311/5_045-061.pdf

Quality Bureau. (n.d.). ISO Certification In Daman and Diu. Retrieved from Quality Bureau: http://www.qbdelhi.com/qbdelhi/iso-certification-body.aspx?ISO-Certification-in-Daman-and-Diu

Sharif, I. M. (2015, 5 5). The Barriers Affecting the Implementation of Quality Management System-ISO 9000 in Libyan Manufacturing Public Sector Organisations. Retrieved from University of Salford, UK: http://usir.salford.ac.uk/14870/1/DX232487.pdf