Issues In Effective Implementation Of Iso 9001:2008 Quality Management System In Colleges: A Case Of Nairobi Technical Training Institute, Nairobi City County, Kenya

ABSTRACT

As many organisations especially educational institutions seek to fight competition in the market place, many of them have had to adopt different competitive strategies in order to attract and retain customers as well as improve on their performance. Developing quality standards in education as a competition tool and sustaining the coveted quality continues to be a great test for many institutions. Quality in Education is when the education given is claimed to satisfy the students‘ educational needs, and enhances their lives (UNESCO, 2000). The purpose of the study was to investigate the process of implementation of ISO 9001-2008 in Nairobi Technical Training Institute which represents tertiary institutions in Kenya that offer the specialist courses and identify the successes and barriers. This study is guided by Kaizen theory of continuous improvement. The objectives of this study was to look at the perceptions of the college community to ISO, examine the steps followed in implementing the standard, determine the successes in the implementation as well as identify the challenges to ISO 90012008 implementation in the institute. This is a case study design of Nairobi Technical Training Institute which was arrived at through the interpretation of the ISO 9001:2008 QMS requirements and analysing the implementation process of the college. A sample of 140 out of a target population of 185 staff chosen by simple and purposive sampling and working in the college were involved. Data was collected using 5 point Likert scale questionnaires. A questionnaire has been used as a research tool. Questionnaires were distributed to and filled by the staff and management of the College, and collected for analysis and interpretation in line with the aims of the study. The responses to the questionnaire and interviews were analysed through case description, coding, pattern matching and diagramming to determine an outcome. The results of the study revealed that most respondents agreed that ISO 9001-2008 certification was beneficial to the college though there were few challenges in the implementation. It was recommended that there is need for the management to create continuous and consistent awareness campaign on the objectives of ISO standards to teachers, students and staff and the college should stress senior management commitment towards the implementation of ISO certification. It was also recommended that the implementation process becomes a continuous one since there is a staff in and out flows as well as further research in other institutions.