ENHANCING QUALITY MANAGEMENT IN RESIDENTIAL WELFARE ASSOCIATIONS THROUGH ISO 9001 CERTIFICATION & DIGITAL TRANSFORMATION

Quality management for residential welfare associations (RWAs) is a shifting topography. In this context, the study explores how ISO 9001 Certification and Digital Transformations can enhance quality management in RWAs. It is an internationally accepted standard that offers global quality management systems, end-to-end services and better service quality across the whole value chains of such firms. This also means that real time data analytics could enable RWA’s to align their governance, communication, decision making hence deliver with optimization of operations through ISO 9001 certification combined with digitalization leading to great operational excellence and resident satisfaction with RWAs. Thus, the paper examines how ISO 9001 certification can be integrated with digital transition so as to improve effectiveness in Residential Welfare Associations when implemented besides some constraints it faced during implementation. ISO 9001 improves efficiency in operations; gains stakeholders’ confidence while increasing customer satisfaction on better service quality. These results are achieved through digitization; simplifying administrative automation among others thus improving a good relationship between people staying there and improved accountability of provided services (Kern &Willcocks, 2017). It covers all factors that involve proper conduct of affairs where we will find satisfied residents who have trust on it.