Quality Management Strategies and Performance of Institutions of Higher Learning in Kenya; A Case of Selected Public Universities in Kenya.
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Date
2017-06
Authors
Muhumed, Abdi Maalim
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Issues of Quality of Education, rather than mass production, have had to move to the
forefront of the educational agenda of policy makers at higher education level.
Considering the huge public and private investment in university education, evaluation of
how effectively the investment is being utilized by examining the quality of the
educational infrastructure, the cadre of qualified tutors and other resources in place, and
the quality of teaching and learning has become critical. The main objective of the study
is to investigate the effect of Quality Management Practices on the performance of ISO
Certified Public Universities in Kenya. The study also covered: top management
commitment, stakeholder involvement, and customer orientation and employee
empowerment. The approach of the study was descriptive research design. The target
population of the study was 4017 respondents comprising of staff of the selected Public
Institutions of higher learning. A sample of 10% was drawn from the population using
stratified random sampling and will form the respondents for the study. The study
collected both primary and secondary data. This was the use of questionnaires
administered using drop and pick later method. The findings were presented using charts
and graphs, frequencies, percentages, means and other central tendencies. The study
found out that majority of the respondents felt that performance of their universities had
improved as a result of putting in place ISO certification; ISO Systems approach has led
to stronger resource generating capabilities; the top management of the selected
university institutions is committed towards the principles laid out by the ISO QMS
Standards; stakeholder analysis, identification and management is a central point of
orientations of the universities in Kenya; proactive customer orientation contributes
towards performance of the university institutions; learning institutions provide the most
important things that make employees give high quality services. The study concludes
that top management commitment significantly affects performance of ISO Certified
Public Universities in Kenya; The top management of the selected university institutions
is committed towards the principles laid out by the ISO QMS Standards; Stakeholder
involvement has insignificant effect on performance of ISO Certified public universities
in Kenya; Customer orientation has significant effect on performance of ISO Certified
Public Universities in Kenya; Employee empowerment significantly affects performance
of ISO Certified public universities in Kenya. The study recommends that the top
management of all Universities that are ISO Certified in Kenya should remain committed
towards the principles indicated in the ISO QMS Standards; All stakeholders of ISO
Certified universities in Kenya should ensure that actively be involved throughout the
quality processes in the organization; The ministry of higher education and other donors
should sponsor customer surveys among public universities on regular basis; public ISO
Certified universities in Kenya ought to put in place sound employee empowerment
strategies for example training of staff on quality.
Description
A Research Project Submitted to the School of Business in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration (Mba), Kenyatta University