KRA improve critical business processes and their transition to ISO9001:2015
Kenya Revenue Authority (KRA) is an agency of the government of Kenya, which is responsible for the assessment and collection of revenues that are due to government, in accordance with the law.
The challenge
Kenya Revenue Authority (KRA) has been certified to ISO 9001 for several years, mainly using manual systems to manage key processes such as document control and audits.
Updating and distributing documents was very difficult and time consuming and often resulted in many non-conformances.
When it came to audits, KRA were struggling to ensure uniformity of checklists and consistency of process.
The team responsible for audits had poor visibility of the status of audit findings and analysis was difficult to perform as information was held in separate systems including, excel, word and others.
The challenge
Kenya Revenue Authority (KRA) has been certified to ISO 9001 for several years, mainly using manual systems to manage key processes such as document control and audits.
Updating and distributing documents was very difficult and time consuming and often resulted in many non-conformances.
When it came to audits, KRA were struggling to ensure uniformity of checklists and consistency of process.
The team responsible for audits had poor visibility of the status of audit findings and analysis was difficult to perform as information was held in separate systems including, excel, word and others.
Once a document is uploaded to Quality Management it can be accessed by all interested parties and can be approved from within the system. This means reviews can be done remotely rather than in the past when we had to arrange a physical meeting for everyone involved to attend and review the document.
How did they hear about Quality Management?
KRA first heard about Ideagen Quality Management when a Certifying Body for Quality Management Systems (QMS) recommended that it could help to streamline the system as it provides a centralized QMS database and addresses the challenges that KRA was experiencing.
According to Zachariah Chebii, Manager Quality Management Program “KRA is a very large multi-site organization and we needed an automated system that would simplify key QMS processes and allow effective monitoring and analysis.
Quality Management was already being used by many comparable organizations in Kenya.”
Quality Managment helped in identifying the areas of ISO 9001:2015 that the organization had not yet complied with through a Gap Analysis and then provided a central area to develop and maintain records for the Transition process including trainings, procedure manuals and corrective actions. QMS made the transition experience smoother, shorter and easier.
How has Quality Management helped KRA?
Since the Automation of the QMS using Quality Management, Kenya Revenue Authority has experienced a number of improvements to business processes and functionality.
Joyce Owala, the Quality Management Project Manager observes that “Quality Management has reduced the amount of paperwork and improved the efficiency of critical processes including QMS audits and documentation.”
Joyce continues. “Once a document is uploaded, it can be accessed by all interested parties and can be approved from within the system.
This means reviews can be done remotely rather than in the past when we had to arrange a physical
meeting for everyone involved to attend and review the document.”
Audit management is a key functionality for KRA and Quality Management has made it easier for QMS internal audit supervisors to monitor various stages of an audit and ensure they are conducted in line with requirements.
In addition, it has provided excellent visibility of non-conformance status.
According to James Waithanje from the Internal Audit Department “Quality Management QMS has addressed a major problem that we experienced - now we can clearly monitor audit findings to ensure corrective actions are taken and reviewed within the agreed timelines.”
With QMS information in one place, KRA is now able to carry out powerful analysis to drive continual improvement, making it easier to prepare for management review meetings
KRA has successfully made the transition to ISO9001:2015 and used Quality Management to support the process. “It helped in identifying the areas of ISO 9001:2015 that the organization had not yet complied with through a gap analysis and then provided a central area to develop and maintain records for the Transition process including trainings, procedure manuals and corrective actions.
Quality Management has made the transition experience smoother, shorter and easier.”
Benefits
Reduced paperwork
Smooth & easy transition to ISO9001:2015
Improved efficiency of critical processes
Improved management and traceability of corrective actions
Looking ahead
KRA plan to use Quality Management to manage the full lifecycle of QMS documentation from drafting to approval, as well as for monitoring the management review process.
In addition, there are plans to use Quality Management QMS to support the implementation and eventual integration of other management systems at KRA based on Standards such as ISO 17025 and ISO 27001.
In terms of the Quality Management implementation process, KRA deployed best practises in project management and received exemplary guidance from Ideagen through the local partner Intex Management Services.
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