Risk management framework for selected service organisations in the Western Cape

Abstract

This qualitative research study examines the everyday operation of risk management within quality management in selected service organisations in the Western Cape. The service organisations are selected on the basis of their reputation in the providence of services. This qualitative research study specifically focuses on the scope of risk management particularly within quality management. The predominant objective of this research is to develop a framework that can be a significant contributor to improvement in the Western Cape's service organisations. A finding of this research is that there are gaps that need to be closed in order to improve the risk management system as well as the quality management. In addition this research confirms that a risk management framework needs to be developed to provide a mechanism that can be employed by service organisations in the Western Cape to ensure that risk is identified, assessed, monitored and mitigated. Furthermore, the research then presented a risk management framework that will provide a method that can be put into practice by service organisations in the Western Cape to ensure that risk is managed effectively and efficiently. This research demonstrates that in order to develop a risk management framework it is important that a risk management system is understood thoroughly. Then once the risk management system is understood required changes can be proposed and this is done for the purposes of improvement in the Western Cape’s service organisations. The approach proposed by this research challenges views that regard enhancing the service organisation's risk management within their quality management system with the goal of satisfying their customers.