IMPACT OF SYSTEMIC BARRIERS TO ISO COMPLIANCE ON SERVICE DELIVERY: A STUDY OF THE MOI UNIVERSITY IN KENYA

Abstract

The study assessed the systemic barriers to ISO compliance at the Moi University, situated in the North Rift region of Kenya. It was guided by Scientific Management Theory as well as Contingency Theory. The study was both qualitative and quantitative in nature. Data were collected using semi-structured questionnaires supplemented by interview schedule guides. The target population for the study comprised 1,343 officers drawn from the various systems of the University. Stratified random and purposive sampling techniques were employed in selecting respondents. The sample size came to 404 officers who constituted 30% of the target population.  It included top management, Directors, Deans, Heads of Department, lecturers and administrative staff. Cumulative frequencies, percentages means and standard deviation were computed to help derive meaning from quantitative data. Qualitative data from interview schedule guide were transcribed, thematically classified and arranged before being reported in narrations and quotations. The findings were then presented in form of tables, charts, graphs and narratives. From the findings of the research, it emerged that, despite the various departments, schools and campuses of the Moi University addressing the existing barriers to compliance with ISO, the extent of their effort was insufficient. As such, the low compliance with the standards have compromised the quality of services on the institution. It was recommended that there should be continuous training for all staff members, including support staff, on the importance of quality services and how to achieve them particularly on ISO awareness and implementation. The study contributes to the body of knowledge in the area of quality management systems.