Identification of Requirements for Implementing Quality Management System (ISO 9001:2008) to the Sugathadasa National Sports Complex Indoor Stadium, Sri Lanka

Abstract

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 certifications. 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.

Keywords: Sport service quality, Quality Policy, Quality Manual