Effectiveness of ISO 9001:2008 Certification On Service Delivery Of Public Universities In Kenya

Abstract

ISO develops voluntary technical standards, which add value to all types of business operations. They contribute to making the development, manufacturing and supply of products and services more efficiently, safer and cleaner. To remain competitive, many Public Universities in Kenya have started the ISO 9001 certification process. ISO 9001 is part of a series generally referred to as ISO 9000. An ISO 9000 registration means that an organization’s quality management system meets the requirements of the standard as issued by the International Organization for Standardization (ISO). This study sought to identify the effectiveness of ISO 9001:2008 on service delivery in ISO certified public universities in Kenya and establish the effects of adaptability to changing market need, teaching facilities improvement, curricular development and streamlining of processes as a result of ISO certification. This study adopted a descriptive research design to establish the effectiveness of ISO certification on service delivery in public universities in Kenya. The study used stratified sampling technique in coming up with a sample of 200 students and descriptive analysis was used to analyze the primary data of quantitative nature (structured questions). Multiple linear regression analysis will be conducted to determine the relationship between dependent (service delivery) and independent variables (adaptability to changing market need, teaching facilities improvement, curricular development and streamlining of processes). The study established that streamlining of processes as a result of ISO certification influences the public universities’ service delivery most, followed by curricular development, teaching facilities improvement and adaptability to changing market needs. The study therefore recommends that all universities should seek for ISO certification and streamline their processes which include enrollment processes, payment services, registration, hostels allocation, medical services, timetable and examination results