Quality Management practices in Kenyan Educational Institutions: the case of University of Nairobi

Abstract

Quality management practices have been investigated extensively (Kaynak, 2003). Although a number of s tudies had been done on the concept and context of quality management and higher education respectively, none had been done within the context of public universities in Kenya, the case of the University of Nairobi. T here was need therefore for a study to be carried out focusi ng on the University of Nairobi’s academic services in conjunction with the main QM features. From the fin dings one can conclude the following, based on the objectives of the study; Firstly, the University of Nairobi has applied quality management and to a ve ry great extent has ensured that the Quality Management Poli cy is appropriate to its purpose. Public universiti es should remove the status quo to be supportive to any formu lation of new ideas in order to respond to an ever- changing environment in H.E. Crucially further research shou ld be done to determine how Quality management can contribute to organizational financial performance and customer satisfaction.