Service delivery is an important aspect to an organization whose main objective is to work towards achieving its mandate. Adoption of ISO 9001:2008 specifies daily work procedures and requirements that are used to perform various tasks in order to realize change by improving the quality of service delivery. Studies indicate that quality of service delivery is still below the recommended standards in certified organizations in spite the repeated audits indicating compliance with re-certifications given. The objective of the study was to examine the use of International Standards Organization (ISO) 9001:2008 as a tool in Re-Engineering of quality Service Delivery in Public Corporations with a case study of Kenya Pipeline Company in Nakuru, Kenya. The study adopted the Service Quality Delivery model propagated by Parasuraman, et al that identifies gaps that cause unsuccessful service delivery. The target population was 214 employees and clients out of which 100 respondents were selected. Questionnaires and interview schedules were analyzed descriptively and thematically. Secondary data was generated by studying the existing records. Majority of respondents consented that there was general improvement of operations and service delivery, where all categories of respondents mentioned their various dissatisfactions that were thought to cause hindrance to full provision of quality service delivery. New communication methods were introduced in the company to tackle customer interaction, challenges encountered were diverse depending on the categorization of respondents. The main contribution of the study is that as much as ISO 9001:2008 work procedures are carried out in a standardized way, every organization employs diverse strategies in order to meet the standards and all experience diverse challenges depending on their mandate.
