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Influence of iso 9001:2008 quality management systems on academic staff’s service delivery in management of examinations in kenya: a case study of public universities

Author: 
Zilpah Kageha Andiva, Enose M.W. Simatwa and Tony O. Okwach
Subject Area: 
Social Sciences and Humanities
Abstract: 

The implementation of International Organization for Standardization (ISO) 9001:2008 on Quality Management Systems in education has become a debated issue on whether or not the certification is appropriate for the Education sector. Some scholars consider its adoption as a strategic decision by educational institutions to ensure delivery of quality service therein while others do not. Complaints by some academic staff in public universities in Kenya on the impact of ISO 9001:2008 Quality Management Systems casts doubt on their level of satisfaction with it based on non conformities. For instance between 2012 and 2015 one university recorded 2100 non-conformities and another recorded 2300 non-conformities which were higher than other Universities that recorded below 1820 non-conformities in examination processing procedures. The objective of the study therefore was to establish the influence of ISO 9001:2008 on Quality Management Systems on academic staff’s service delivery in management of examinations in public Universities in Kenya. The site for the study was university E and university F that had the highest non conformities recorded. The study established that ISO 9001:2008 Quality Management Systems had significant influence on academic staff’s service delivery in management of examinations. Thus, for every one unit increase in ISO 9001:2008 quality management systems conformity in management of examination processing improved service delivery in examination management by .966 units. This means that when non conformities decline there is improvement in academic staff’s service delivery in examination management in public universities. ISO 9001:2008 Quality Management Systems was a significant predictor of academic staff’s service delivery examinations management (F (1,252) = 32.942, P<.05). The study concluded that ISO 9001:2008 quality management systems improved service delivery in examination management in public universities. The study recommended that public universities should strive to minimize non conformities for excellent service delivery. This study provides information to lecturers, Kenya Bureau of Standards and University management on the way forward in improving management of examinations in public Universities.

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