The effect of quality management systems on service provision by university employees: the case of Strathmore University
Date
2014
Authors
Correia, Alison M
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
The success of the implementation of Quality Management Systems (QMS) in the
manufacturing sector has gradually led to the introduction of similar systems in the service
sector and especially in the field of higher education. The focus for most policy makers has
moved from mass production to the quality of education which is now being enhanced by global
and regional growth trends, an increasing appreciation for knowledge and skills and high levels
of competition among institutions of higher learning. To keep up with this trend universities
both globally and regionally have adopted Quality Management Systems to improve the quality
of their operations with the intention of providing the highest levels of quality service possible
to both their internal and external customers.
This study explored the effect of QMS on the quality of service provided by employees in a
private university in Kenya. Standard operating procedures, training and quality evaluation
were the three elements of QMS on which dimensions of quality service were analysed. These
dimensions included the responsiveness of employees to customer requirements, the ability of
employees to provide timely and consistent service and the ability of employees to demonstrate
empathy and confidence while providing a service. The study further delved into the challenges
faced by employees when using a QMS in a university. The study adopted an exploratory
survey design with the population of the study being employees of Strathmore University who
had received quality training and were conversant with the QMS of the University. A purposeful
sampling procedure was used whereby the researcher selected the Internal Quality Auditors of
the University. The data tools used to collect data included self-completed questionnaires and
structured interviews.
The findings of the study revealed that QMS used by employees in Strathmore University offers
them a platform for providing quality service to both internal and external customers of the
University. Employees conversant with QMS are better able to respond in a timely manner to
the needs of customers and are able to provide a more reliable service in terms of promptness
and accuracy. The existence of well documented procedures brings about a certain feeling of
confidence in employees. This confidence is based on the knowledge of what is expected of the
employee and what is required by the customer. The findings of the study further revealed
challenges faced by employees in using the system especially in regard to the time it takes to
carry out audits and implement corrective action. Although the QMS in Strathmore University
supports the quality objectives of the University in so far as it enables its employees to provide
quality service the entire concept of quality was seen to initiate from the person rather than from
the system. Top management support and training in soft skills and human values were noted
to be critical for both understanding quality and living it in accordance with the aspirations of
Strathmore University.
Description
Submitted in partial fulfilment of the requirements for the Degree of Master of Business
Administration
Keywords
Quality Management Systems, Total Quality Management, Standard Operating Procedures, Training for Quality, Internal Audits, Quality of Service, Strathmore University