Maseno University. Towards ISO 9001:2008. Certification

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1 Maseno University Towards ISO 9001:2008 Certification Introduction In 2007 Maseno University started working towards attaining ISO 9001:2000 Certification for its service through Kenya Bureau of standards (KEBS). As a first step towards achievement of the certification, several training programmes were successfully organized for specific groups of staff. The culmination of the training was the documentation of ISO proceedures which was done in all departments with the participation of all members of staff. In July 2010, the university successfully went through a stage one audit by KEBS to determine the implementation of QMS. The university has been carrying out improvements upon the areas that were recommended in preparation for the stage two Audit which is the Certification Audit. 2. What is ISO Certification? All members of staff should be able to answer this question by now. ISO certification is about providing quality service to customers. Quality implies that a product or service being provided complies with stated or implied requirements. To achieve and ensure quality, a quality management system must be put in place and maintained in the university. ISO certification is, therefore a set of requirements that must be practiced by an organization to achieve quality assurance. This requirement is achieved through a quality management system. 3. What is Quality Management System Quality Management System (QMS) is an ISO requirement for an organization to enhance customer satisfaction through effective application of the system including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.

2 QMS Requirements Management responsibility: Top management shall provide evidence o its commitment to the development and implementation of the quality management systems and continual improving its effectiveness. It is also important to understand that everyone is a manager in one way or another. As managers we are required to portray a sense of commitment, high level of customer focus and commitment to the University Quality Policy. Resource management: A good manager maximizes on available resources. It is the responsibility of every staff member to ensure that the available resources are utilized effectively and efficiently. Product realization: Every individual staff/manager has the responsibility to conduct a serious planning to ensure product realization. 4. QMS Documentation QMS documentation includes: i. Documented statement of Quality Policy and Quality Objectives including departmental objectives (Must be memorized by heart and practiced by all members of staff). ii. Quality manual: a document that includes the scope of QMS, documented procedures established for the QMS and description of the interaction between the processes of the QMS. (Must be accessible and understood by all members of staff).

3 iii. Compulsory procedures: documented procedures required by ISO namely: a. Control of Documents b, Control of Records c, Internal Audit d. Control of Non-conforming products e. Corrective Action f. Preventive Action iv. Work procedures: This is a document consisting of detailed work routine for each procedure in all departments. (Areas relevant to each member of staff must be accessible and understood by all.) What we have achieved so far constitutes the greater part of the process. However the remaining part is the most crucial and demanding in terms of preparation and readiness for the stage two audit upon which our performance shall determine whether we achieve certification or not. The need for all members of staff to adequately prepare for the final audit cannot therefore be overemphasized. 5. Audit Several faculties and sections were randomly selected during the stage one audit. Key areas that were evaluated and that shall be evaluated during the stage two /certification audit include: i. Understanding of University Quality Policy and Objectives: This extends to the general knowledge of University Mission, Vision, Core Values and how each staff works to achieve them. ii. Quality Management System Documents: Thorough knowledge of the preparation of the documents, the approval process, relevance of the content, are they easily accessible and retrievable, are they well stored, steps of issuing the documents, how often they are reviewed and whether what is documented is being practiced.

4 iii. Statutory Obligations: Staff members should ensure that they comply with statutory and regulatory requirements where applicable in the process of carrying out their work. 6. What has been done Since 2007 the university has taken the following steps toward becoming ISO certified. i. Awareness training for top management ii. Quality Management Systems training for level heads of Department middle managers and Academic iii. Preparation of documentation iv. Distribution of documents to all sections v. Awareness training for all members of staff vi. Stage one Audit vii. Document review 7. What is currently on-going i. Review of documentation to capture areas that were not captured in the previous document. ii. Implementation of the documented procedures in all the departments and faculties ( All members of staff must be involved in this exercise without exception). iii. Corrective action iv. Preventive action v. Intensive sensitization of all members of staff

5 8. What remains to be done 1. Continual Improvement. 2. Preparation for the stage two audit by the Certifying body (KEBS). (This is the final audit stage whereby the University will qualify for certification depending on how it performs according to the certifying body.) 9.. Individual role of each member of staff The role of each member of staff towards achieving ISO certification cannot be over emphasized. The task ahead of us requires teamwork and cooperation among all staff. Each member of staff should take it upon him/herself to seek for information regarding the exercise and to become thoroughly acquainted with all aspects of the process as mentioned. All members of staff should also ensure that they have and know their job descriptions/specifications. As was evident during the stage one audit, departments and members of staff will be randomly picked during the final stage two audit. It is also important to note that the final audit will cover the whole University and will be intensive compared to the stage one audit. It is therefore important that all members of staff be adequately prepared and ready for the final audit by being well versed with the ISO 9001:2008 QMS requirements in the University. Heads of department should ensure full implementation of Compulsory and Work procedures in their departments and hold regular meeting with QMS as substantive agenda. 10. Management Commitment The University Top Management, as required by ISO standards, is committed to implement QMS in the university. The intensive sensitization campaigns addressed by the Vice-Chancellor himself are a test to this. It is now our responsibility as staff to effectively play our roles to ensure that this commitment is achieved. Members of staff will receive regular communication on the steps to be taken and your quick response and cooperation will be required.

6 Thank You and God Bless ISO Secretariat