Benchmarking Visits……..……...………………..…………..…16 Staff Changes

EXIT

Mr. Eric Abala, Customer Care Assistant left the company in July to pursue other personal interests in his career. Eric bowed af-

ter being in the company for over three years.

He will be remembered for having brought the touch of a man at the customer care desk, which augured well with mostly the female customers.

We wish him all the best.

TILL WE MEET AGAIN

Change is inevitable, slow and painful at first but inevitable. During the quarter ended, we lost one of the staff, Raymond. At the time of his death, Ray was working at Kisat treatment plant.

Mr. Raymond Otieno

Fly high warrior!

LOOKING BACK THROUGH ISO CERTIFICATION

Article by ; George Odero Manager, Water Production.

The company started the journey in the year 2010. During the year and the preceding year witnessed tremendous improvement in so many aspects of the company’s operations. For continuity, the management decided that the processes needed to be standardized and sustained for improved customer experience, hence the need to

implement ISO 9001:2008 Quality Management System (QMS).

Photo/file: Ms. Peninah conducting a laboratory test

The journey towards getting ISO certified started and the following activities were undertaken; appointment of a consultant to prepare the company, training of the members of the top Management, training of the process owners, sensitization of the staff on the implementation of the standard and training of internal auditors. The process took off but with very a bumpy ride. I noted when I was appointed the Management representative that the staff who were trained and sensitized were permanent staff. The staff on short term contracts were not included in the training program. This later posed as a challenge because majority of the staff members were on short term contracts and they had no knowledge on QMS. To deal with this challenge we later sensitized all the staff in the organization and this time, the staff were trained internally, in small groups. The training was also tailor made to suit their areas of operation for ease of understanding.

The internal auditors were also re-trained to improve their capacity to carry out audits and produce reports as required by the standards. During the first phase of implementation of the standard, the following benefits were realized;