The Impacts of ISO 9001 Quality Management System Implementation on Employees’ Performance of Pension Funds in Tanzania: A Case of National Social Security Fund (NSSF)

Nassor, Fatma Mohammad (2015) The Impacts of ISO 9001 Quality Management System Implementation on Employees’ Performance of Pension Funds in Tanzania: A Case of National Social Security Fund (NSSF). Masters thesis, The Open University Of Tanzania.

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Abstract

The study aimed at examining the impacts of ISO 9001 quality management system implementation on employee performance of pension funds in Tanzania, for the case of National Social security Fund (NSSF). The study was necessitated by the lack of ample literature linking of ISO 9001 to employees’ performance. The explanatory research designs with the case study strategy were adopted in the study. The study focused on NSSF – Temeke Regional Office being the largest region of NSSF in Tanzania in terms of revenue collection and it is the first region to be ISO certified where by effective assessment of the impacts was explored. The study involved a total of fifty seven targeted respondents who supplied with structured self administered questionnaires. Purposive and simple random sampling methodologies were applied to select respondents. The findings of the study revealed that management commitment has a positive impact on the employees’ performance in the pension fund at NSSF. On the other hand internal communication, workplace physical environment and capacity enhancement found to have a positive impact on employees’ performance. These findings are in line with the existing literature of quality management system implementation. The study recommends the adoption of QMS practices in all pension funds in Tanzania and all districts of NSSF. Also the Management of pension funds should be committed to ensure the availability of mechanism of internal communication which will result to the employees’ performance. Finally regular capacity building program like on job training should be adopted as well as allocation of resources towards establishment of conductive environment which will ensure higher productivity of the employees to the pension funds in Tanzania. Key word

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