Masinde Muliro University of Science and Technology (MMUST) has conducted intensive Quality Management Systems (QMS) awareness and refresher training for Heads of Cost Centres. The three-day training, which commenced on 13th September 2024, and is set to conclude today 17th September 2024, is aimed at strengthening the University’s pursuit of excellence through effective implementation of QMS. The primary focus of the training, which was organized by the Directorate of Quality Assurance, was to ensure that MMUST’s processes align with international quality standards. The training targeted to equip Heads of Cost Centres with the latest developments in quality assurance.
Participants at the Quality assurance awareness and refresher training at Golf Hotel, Kakamega.
Speaking at the event, the Director of Quality Assurance, Prof. Danstone Lilechi underscored the Directorate’s role in maintaining high-quality standards across all University operations. He highlighted that adherence to QMS is essential for fostering continuous improvement and ensuring that the University provides top-tier services to its stakeholders.
“The Directorate of Quality Assurance is not a policing body, but rather a collaborative partner committed to helping the University uphold high standards across its operations. Our focus is on prevention, where we identify potential issues early and address them proactively. We also guide departments in setting clear, measurable objectives, monitoring processes, and gathering valuable feedback, which supports the University in consistently meeting its goals. We do this to ensure that the University remains competitive globally while delivering the best possible services to our stakeholders,” said Prof. Lilechi.
He further explained how his Office utilizes the MMUST’s customized Quality Assurance Framework to conduct monitoring and evaluation of various University processes, including student welfare services, research and innovation, and community outreach programs. Prof. Lilechi added that the framework offers a systematic approach for collecting stakeholder feedback, which he identified as a critical element in MMUST’s operational strategy.
Reiterating Prof. Lilechi’s sentiments on the importance of Quality Assurance Framework, the Coordinator of Quality Assurance, Dr. Paul Ogenga, highlighted that institutions that have adopted QMS as a management model, experience numerous benefits including increased customer retention and satisfaction; enhanced regulatory compliance; continuous improvement; and greater operational consistency.
Dr. Ogenga underscored the significance of setting and aligning quality objectives with MMUST’s overarching mission. He stressed the importance of developing ‘SMART’ objectives and conducting a thorough gap analysis to identify areas in need of improvement. By doing so, he noted that departments can ensure that their goals are both realistic and aligned with the University’s vision.
A section of participants on day one of the training.
“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skilful execution,” stated Dr. Ogenga. Further, he provided a detailed overview of ISO certification, explaining how tools for monitoring, measurement, analysis, and evaluation contribute to the effectiveness of the system.
The Data Technician at the Directorate of Quality Assurance, Mr. Cornelius Chemwile, walked the participants through a session on the QMS Mandatory Documents. He explained the essential elements of document identification, coding, classification, and storage, noting how these processes ensure consistency and conformity across the institution. He discussed four key documents including the ‘Context of the Organization’, which helps in understanding internal and external factors that impact the University’s ability to meet the intended outcomes of its QMS; ‘Procedure Manual’; ‘Quality Objectives’; and ‘Risk and Opportunities Assessment Register’.
“Each document we create and store adds value to the QMS by ensuring transparency, and conformity and supports the continuous improvement of our management system,” he explained, acknowledging the collaborative efforts with MMUST’s Library team to enhance document management.
The Data Technician at the Directorate of Quality Assurance, Mr. Cornelius Chemwile makes a point during the event.
Another significant session focused on Risks and Opportunities. This was facilitated by the Directorate’s Statistician, Mr. Job Sirengo. He explored the strategies for risk identification, mitigation, and opportunity maximization across various cost centres. Mr. Sirengo also led the discussion on Customer Feedback and Satisfaction, stressing its contribution to driving data-driven decisions and improving service delivery at MMUST.
“Customer feedback offers valuable insights, helping us to identify areas for improvement, make data-driven decisions, and ultimately enhance satisfaction and loyalty as we track progress over time,” he noted.
The Statistician, Mr. Job Sirengo makes his presentation.
Certainly, the QMS awareness and refresher training provided a valuable platform for participants to refresh their knowledge, align with MMUST’s vision and solidify the University’s commitment to delivering high-quality education and services. The successful completion of the training marks yet another milestone in MMUST’s quest for quality and operational excellence at the national and global level.
By Caren Nekesa
Photos by Joshua Chiro
