The influence of employee empowernment on implementation of ISO standards: a case of University of Nairobi, Kenya

Abstract

The purpose of this study was to find out the influence of employee empowerment on implementation of International Organization for Standardization standards (ISO), and the focus was on front line staff. The study argued that employee empowerment translates to better implementation of (ISO) standards at University of Nairobi (UoN). Secondly, it explores the impact of 4 key areas that is training, rewards, self-directing and supportive management in terms of commitment and leadership and how it impacts on staff empowerment and performance of duties. This is a descriptive research which used both secondary and primary data. The secondary materials were sourced from books, articles, journals and internet sources. The primary data was drawn from a structured self-administered questionnaire, which was designed based on the research objectives and literature review. Questions contained five sections. Every section had some questions or statements and respondents were asked to rate on a Yes or No basis or 4- point likert scale. The scale ranged from the degree of strongly agreed to strongly disagree. The research design involved selection of related data to the purpose of the study, arranging them in the most representative manner, and, comparing data from different sources to increase accuracy.

The formal questionnaire was distributed to the sampled respondents from different designations andjob groups working at UoN in School of Law, School of Medicine and School of Engineering, as front line, staff. They included record clerks, secretaries, and messengers. The questionnaires were distributed using drop and pick later method. The study established that through the application of the skills learned, empowered employees provided improved services. The study further found that, successful implementation of ISO standards not only depended on employee empowerment, but other factors like committed, supportive management with good leadership style. Also good standard procedures and processes must be in place.

The study therefore concluded that employee empowerment is a crucial requirement in any competitive business, especially for the operational staff who implement the programs. Finally the research findings recommend to organizations that empowerment programs that are formalized with procedures and rules are more likely to succeed because they act as work instructions for the employees.