INTERNAL FACTORS INFLUENCING INSTITUTIONALIZATION OF ISO 9001:2008 QMS IN THE MANAGEMENT OF UNIVERSITIES: A CASE OF MASENO UNIVERSITY Maritim Robert Kiprob A Research Report Submitted in Partial Fulfillment of the Requirements for the Award of Degree of Master of Education in Educational Administration University of Nairobi 2014 DECLARATION This research report is my original work and has not been presented for a degree in any other University ________________________ Maritim Robert Kiprob E55/66205/2010 This research report has been submitted for examination with our approval as the University Supervisors ___________________ Dr. Ursulla Okoth Lecturer Department of Educational Administration and Planning University of Nairobi ___________________ Dr. Phylisters Matula Lecturer Department of Educational Administration and Planning University of Nairobi ii DEDICATION I dedicate this work to my wife Joyce Maritim, our children, Anita Chemutai, Miguel Kipyegon and Heinrich Kiprono. iii ACKNOWLEDGEMENTS I am grateful and deeply indebted to many people without whom this work would not have come this far. First of all, my thanks go to the Almighty God for the good health while carrying out this study. I would like to express my most sincere gratitude to my university supervisors Dr. Ursulla Okoth and Dr. Phylisters Matula for their guidance and encouragement in the preparation and final research report. Many thanks go to Joyce Maritim, Anita Chemutai, Miguel Kipyegon, Heinrich Kiprono and my parents who supported me as I pursued my studies. I would also like to thank the principals of Orero and Kericho High school for their moral support. My gratitude goes to Maseno University Vice Chancellor, Professor Dominic Makawiti, employees and students for allowing me to use Maseno as a case study and for providing primary data for the research. Thanks are also extended to all the lecturers of the Department of Educational Administration and Planning of the University of Nairobi who prepared me during course work. Finally, I thank Mrs. Caro Kirui for typing and computer services. To all those who made this work a success, I thank you very much and may the almighty God bless you. iv TABLE OF CONTENTS Content Page Title page ................................................................................................. i Declaration ....................................................................................... ii Dedication ...................................................................................... iii Acknowledgements ................................................................................. iv Table of contents ...................................................................................... v List of tables ....................................................................................... x List of figures ..................................................................................... xii List of abbreviations and acronyms ...................................................... xiii Abstract .................................................................................... xiv CHAPTER ONE INTRODUCTION 1.1 Background to the study ........................................................... 1 1.2 Statement of the problem .......................................................... 5 1.3 Purpose of the study .................................................................. 7 1.4 Specific objectives .................................................................... 7 1.6 Significance of the study ........................................................... 8 1.7 Limitations of the study ............................................................ 9 1.8 Delimitations of the study ......................................................... 9 1.9 Assumptions of the study .......................................................... 9 1.10 Definition of Significant terms ............................................... 10 1.11 Organization of the study .........................................................11 v CHAPTER TWO LITERATURE REVIEW 2.1 Introduction ............................................................................. 13 2.2 Concept of institutionalization of ISO 9001:2008 QMS ........ 13 2.3 Influence of university management’s commitment on institutionalization of ISO 9001: 2008 QMS .......................... 14 2.4 Contributions of quality procedures towards institutionalization of ISO 9001:2008 QMS. ......................................................... 15 2.5 Roles of Quality Policy in institutionalization of ISO 9001: 2008 QMS ............................................................................... 18 2.6 Challenges facing Universities in Institutionalization of ISO 9001: 2008 QMS. .................................................................... 19 2.7 Summary of literature review ................................................. 21 2.8 Theoretical frame work of the study ....................................... 22 2.9 Conceptual framework of the study ........................................ 23 CHAPTER THREE RESEARCH METHODOLOGY 3.1 Introduction ............................................................................. 25 3.2 Research Design ...................................................................... 25 3.3 Target population .................................................................... 26 3.4 Sample size and sampling technique. ..................................... 27 3.6 Validity of the data collection instrument. .............................. 30 3.7 Reliability of the data collection instruments ........................ 30 3.8 Data collection procedures. ..................................................... 32 3.9 Data analysis techniques ......................................................... 32 vi CHAPTER FOUR DATA ANALYSIS, INTERPRETATION AND DISCUSSION 4.1 Introduction ............................................................................. 33 4.2 Questionnaire return rate ......................................................... 33 4.3 Demographic data ................................................................... 34 4.3.1 Gender of Respondents ........................................................... 34 4.3.2 Age of the Respondents .......................................................... 36 4.3.3 Years worked in the University. ............................................. 38 4.3.4 Employee level of Education .................................................. 38 4.3.5 Students year of Study ............................................................ 39 4.4 To establish the influence of university managements commitment in institutionalization of ISO 9001:2008 QMS .. 40 4.4.1 Employees response on the Influence of University Management’s Commitment in Institutionalization of ISO 9001:2008QMS ....................................................................... 41 4.4.2 Students Response on the Influence of University Management’s Commitment in Institutionalization of ISO 9001: 2008 QMS ..................................................................... 47 4.5 To determine the contribution of Quality Procedures towards Institutionalization of ISO 9001: 2008 QMS. ......................... 52 4.5.1 Employees Response on the Contributions of University Quality Procedures towards Institutionalization of ISO 9001:2008QMS ....................................................................... 53 4.6 To Establish the Roles of Quality Policy in Institutionalization of ISO 9001 : 2008 QMS ........................................................ 60 4.6.1 Employees Response on the Roles of Quality Policy in Institutionalization of ISO 9001:2008QMS at Maseno University. ............................................................................... 60 vii 4.6.2 Students Response on the Roles of Quality Policy in Institutionalization of ISO 9001:2008QMS at Maseno University ................................................................................ 64 4.7 To Identify the Challenges the University faces in Institutionalization of ISO 9001:2008QMS in Maseno University . .............................................................................. 67 4.7.1 Employees Response on the Challenges of Institutionalization of ISO 9001:2008QMS in Maseno University. .................... 67 4.7.2 Students response on challenges of institutionalization of ISO 9001:2008 QMS in the university. .......................................... 72 CHAPTER FIVE SUMMARY, CONCLUSIONS AND RECOMMENDATIONS 5.1 Introduction ............................................................................. 75 5.2 Summary of the study ............................................................. 75 5.3 Summary of the study ............................................................. 76 5.3.2 Contribution of University Quality Procedures towards Institutionalization of ISO 9001:2008QMS. ........................... 77 5.3.3 Roles of Quality Policy in Institutionalization of ISO 9001:2008QMS ....................................................................... 78 5.3.4 Challenges of Institutionalization of ISO 9001:2008QMS in Maseno University. ................................................................. 79 5.4 Conclusions ............................................................................. 79 5.5 Recommendations ................................................................... 80 5.6 Suggestions for Further Research ..........................................