DAR ES SALAAM: AS public institutions face growing demands for accountability, efficiency and measurable results, quality management has become more than a compliance requirement-it is now a strategic necessity.
Around the world, organisations are adopting internationally recognised standards to improve service delivery, strengthen governance and build public confidence.
In line with this global trend, the Office of the Treasury Registrar (OTR) is embracing this approach through the ongoing implementation of a Quality Management System (QMS) as it works toward ISO 9001:2015 certification.
While certification itself is an important milestone, OTR’s broader objective is to strengthen institutional performance through improved business processes, enhanced accountability and a culture of excellence.
The initiative comes at a time when OTR’s mandate continues to expand in significance.
As the institution responsible for overseeing government investments in 308 Public entities and government minority interest companies, OTR recognises that effective oversight begins with strong internal systems.
Treasury Registrar Mr Nehemiah Mchechu said recently that the institution’s pursuit of ISO 9001:2015 certification reflects its commitment to building a modern, responsive and performance-driven public institution.
“Quality is not an event or a certificate; it is a way of doing business,” stressed Mr Mchechu.
He went on to add: “Through the implementation of ISO 9001:2015, OTR is laying the foundation for stronger systems, improved decisionmaking and greater accountability in the management of public investments.”
According to him, the certification journey goes beyond meeting international requirements, as it reflects a strategic effort to strengthen governance, enhance operational efficiency and improve service delivery, while ensuring that OTR remains fit for purpose in an increasingly dynamic environment.
A key outcome of the initiative will be the establishment of a robust Quality Management System aligned with international standards and tailored to the institution’s public sector responsibilities.
The system will provide a framework for standardising processes, measuring performance and driving continuous improvement across the organisation.
Mr Mchechu noted that achieving certification will require active participation from all staff members and sustained leadership support.
“Successful implementation depends on collective ownership. Every employee has a role to play in ensuring that quality becomes part of our organisational culture. The systems we are putting in place are intended not only to meet international standards but also to create lasting value for the institution and the public we serve,” he says.
Like any major institutional reform, the journey towards certification presents challenges.
Managing change, strengthening staff engagement and aligning new processes with existing operational realities require careful planning and coordination.
However, these challenges also provide opportunities for learning, innovation and organisational growth.
While leadership commitment provides the strategic direction for the initiative, the technical work underpinning ISO 9001:2015 certification is equally important.
At the heart of the process lies Business Process Development, a comprehensive exercise involving the identification, documentation, analysis and improvement of institutional processes.
Before an organisation can meet the requirements of ISO 9001:2015, it must first understand how work flows across departments, where inefficiencies exist and how services can be delivered more effectively.
The importance of process management has long been recognised by quality management experts.
Dr William Edwards Deming, American Statistician, Quality Management Expert and Pioneer of Modern Quality Improvement, once observed that, “If you can’t describe what you are doing as a process, you don’t know what you’re doing.”
This principle lies at the core of ISO 9001:2015 and reinforces the importance of OTR’s efforts to document, standardise and improve its operations.
According to Mr Innocent Umbulla, Head of Monitoring and Evaluation at OTR, the Business Process Development exercise is laying a strong foundation for long-term institutional effectiveness.
“Business processes are the backbone of any organisation. When processes are clearly defined and continuously improved, institutions are able to eliminate inefficiencies, reduce duplication of effort and enhance service delivery,” he asserted.
Adding: “The work currently being undertaken will help OTR establish a strong quality management framework that supports evidence-based decision-making and continuous improvement.”
As part of the initiative, OTR is undertaking end-to-end process mapping across its departments and units while conducting a gap analysis to assess existing practices against ISO 9001:2015 requirements.
The exercise will identify areas for improvement and provide a roadmap for the development and implementation of a fully compliant Quality Management System.
The initiative will also result in the development of key quality management documents, including Standard Operating Procedures, work instructions and performance monitoring tools that will promote consistency, accountability and efficiency across the institution.
Another important aspect of ISO 9001:2015 is its emphasis on risk-based thinking.
Rather than reacting to problems after they occur, organisations are encouraged to identify risks and opportunities proactively and integrate them into decision-making processes.
For OTR, this approach will strengthen institutional resilience and improve its ability to anticipate and respond to emerging challenges.
The development of a Risk and Opportunity Register will support efforts to systematically identify, assess and mitigate risks while improving overall organisational performance.
Beyond operational improvements, ISO 9001:2015 certification is expected to generate wider governance benefits.
Clearly documented processes create clarity of roles and responsibilities, improve accountability and provide management with reliable information for monitoring performance and making informed decisions.
Mr Umbulla explained that the certification process is designed not only to improve current performance but also to establish systems that ensure quality is sustained over time.
“ISO 9001:2015 encourages organisations to institutionalise continuous improvement through regular monitoring, internal audits and management reviews,” he underscored.
“These mechanisms help ensure that quality management remains an ongoing practice rather than a one-time project.”
Mr Umbulla further noted that the significance of OTR’s certification journey extends beyond the institution itself.
As the institution responsible for overseeing government investments in 308 public institutions and government minority-owned companies, OTR has a responsibility to lead by example. “
Achieving ISO 9001:2015 certification will not only strengthen our own systems and processes but will also enhance our credibility and confidence when encouraging public entities to embrace quality management standards,” he emphasised.
He went on to add: “When we demonstrate the benefits of a well-functioning Quality Management System through our own experience, we are better positioned to promote a culture of excellence, accountability and continuous improvement across the public investment landscape.”
This perspective underscores a broader reality: the pursuit of organisational excellence is an ongoing journey rather than a one-time achievement.
This philosophy is echoed by Dr Avul Pakir Jainulabdeen Abdul Kalam, Former President of India and Renowned Aerospace Scientist, who stated that, “Excellence is a continuous process and not an accident.”
His observation reflects the guiding philosophy of ISO 9001:2015 and the long-term vision shaping OTR’s transformation agenda.