Harriet Wambui Njui


Establishing quality systems in an organization is key to improving its productivity and giving it a competitive edge in the market. For example, effective implementation of quality systems enables an organization to meet the needs of both the customers and the organization and this helps to sustain and grow the business. The stiff competition in the market today requires organizations to think through ways of ensuring that they offer quality services in order to retain customers, attract new ones and remain relevant and competitive. Universities in Kenya for instance are facing a very high competition over student numbers admitted into similar programmes duplicated across universities and their constituent colleges. For a university to attract students, it is crucial to establish robust quality systems to enhance high standards of education that can give it a competitive edge above other universities. This paper reviews literature on the quality management systems employed by universities with a view to making recommendations on effective quality systems and their implementation, in order to enhance best practices in education that could enable universities to excel in scholarship, research and community service.


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quality, quality systems, total quality management, customer satisfaction

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DOI: http://dx.doi.org/10.46827/ejes.v0i0.1705


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