IDENTIFICATION OF REQUIREMENTS FOR IMPLEMENTING QUALITY MANAGEMENT SYSTEM (ISO 9001:2008) TO THE SPORTS SERVICE ORGANIZATION

Quality Management Systems (QMS) can provide numerous benefits to sports
organizations. However, well-established sports service quality improvement
systems are not common in Sri Lanka at present. This study focused on setting up
all necessary requirements for the implementation of ISO 9001:2008 QMS to the
Sugathadasa National Sports Complex indoor stadium (SNSCI), thereby improving
the standards of services provided by SNSCI.
The study was carried out in two phases and in Phase I, the basic requirements for
the implementation of ISO 9001:2008 QMS to SNSCI were determined using the
pre-assessment questionnaire developed by Sri Lanka Standards Institute. Individual
interviews were conducted at different organizational levels to gather information
required to lay the basic frame work and to identify employees’ perception on
implementation of ISO 9001:2008 QMS. Second phase involved development of all
elements of the ISO 9001:2008 QMS. After developing the systems, a post-gap
analysis was carried out using the same questionnaire that was used for pre-gap
assessment.
Pre-gap assessment revealed that SNSCI do not fulfill many requirements in the
areas of Documentation, Management Responsibility, Resource Management,
Product Realization, and Measurement, Analysis, as the organization did not have
any QMS implemented at this stage. These requirements were taken into
consideration when developing the system documents. In Phase II of the study,
necessary frame work was laid out and all the documents were compiled according
to ISO standards. Post-gap analysis revealed that the developed QMS complies with
all requirements of the ISO 9001:2008 certification. Although requirements for the
implementation of ISO 9001:2008 were successfully met in this study, it is equally
important to evaluate the system following implementation to ensure its
effectiveness, which usually takes at least a year.

Follow on  ISSN (Paper)2222-1735