The effects of quality management practices on the performance of ISO 9000 certified higher education organizations in Kenya

Abstract

Despite that most organizations in both the public and private sector in Kenya embracing ISO certification as a way of contributing to quality management as well as having an international standard on which they are operating on, to the best of the researcher's knowledge no study has been done to evaluate the effects of QMS/ISO certification in these organizations particularly at the institutions of higher learning. The general objective of the study was to investigate the effects of quality management practices on the performance of ISO certified higher education organizations in Kenya. The study used descriptive research design. The target population of this study was the 452 staff working in the Institutions of higher learning which include Kenyatta University, University of Nairobi, Jomo Kenyatta University of Agriculture and Technology, Strathmore University and Catholic University of East Africa. Stratified random sampling technique was used to select a sample of 20%. This generated a sample of 90 respondents. Primary data was collected through use self-administered questionnaires. Descriptive statistical method was used to analyze the coded data. This included measure of central tendency like mean and mode, frequency distribution tables and percentages. The data was also analyzed with the help of Statistical Package for Social Science (SPSS). Data was presented by use of tables, bar chart, frequency distribution tables, pie charts and graphs. In addition, the researcher conducted a multiple regression analysis. The study recommends that in order to maintain high standards of operations at the universities, the management should incorporate in their program and funds allocation for quality management coupled with frequent evaluation and monitoring practices which will go a long way in enhancing the efficiency of the employees as they will be expected to maintain high standards of operation all the times. ISO certification should also focus on improvement of processes which also ensure the employees are motivated to work more efficiently, the management should also look for diverse ways of enhancing employees' consistency in maintaining high quality work especially by training them on the benefits of the ISO certification in enhancing their efficiency. The employees should be remunerated on the basis of quality based performance, the working conditions of staff should be improved and a reliable feedback system should be put in place at the universities.