Strategies for Enhancing the Implementation and Use of ISO 9001:2015 Quality Management Standard for Improved Service Delivery in Selected Public University Libraries in Kenya
DOI:
https://doi.org/10.70619/vol6iss3pp1-14-972Keywords:
ISO 9001:2015, Quality management, Implementation strategies, Service deliveryAbstract
As demand for accountability, efficiency, and customer-focused services grows, public university libraries in Kenya face increasing pressure to adopt robust quality management approaches that enhance service delivery. Effectively implementing and using the ISO 9001:2015 Quality Management Standard provides a strategic pathway to strengthen institutional processes, improve resource utilization, and ensure continuous improvement in library services. This study aimed to identify and propose strategies to enhance the implementation and use of the ISO 9001:2015 Quality Management Standard and improve service delivery in selected public university libraries in Kenya. The study aimed to identify strategies to enhance the implementation and use of the ISO 9001:2015 Quality Management Standard to improve service delivery in selected public university libraries in Kenya. The study adopted a descriptive survey design within a multiple-case study involving five purposively selected public university libraries in Eastern Kenya. The target population comprised 92 respondents: 5 Deputy Vice-Chancellors, 5 Directors of Quality Assurance, 5 Officers in Charge of ISO, and 77 university library staff. The study used a combination of stratified and census sampling to select 11 university management members who provided qualitative data through interviews and 63 university library staff who provided quantitative data through questionnaires. The quantitative data were analyzed using descriptive statistics and presented in a table, while the qualitative data were analyzed using an inductive thematic method and presented as narratives. The study reveals that effectively implementing and using the ISO 9001:2015 Quality Management Standard in selected public university libraries in Kenya requires a holistic approach involving adequate funding, leadership commitment, ICT integration, staff capacity development, simplified processes, and continuous improvement mechanisms. The findings identify adequate funding and resource mobilization (98.4%) as the most critical strategy, followed by sustainability measures (87.3%), ICT integration (79.4%), simplified documentation and quality culture (76.2%), continuous monitoring and evaluation (73%), staff training (71.4%), and management support (68.3%). The study reveals that ISO 9001:2015 should be embedded as a continuous improvement framework rather than merely a certification requirement. The study recommends that university management should prioritize resource allocation, strengthen ICT integration, enhance staff training, simplify documentation, and promote a quality culture supported by continuous monitoring and evaluation to improve sustainable service delivery in university libraries.
References
Abdulkadir, K. (2023). Total quality as an effective tool for achieving customer satisfaction, patronage, productivity gains and sustainability in organizations. Studies in Economics and Business Relations, 4(2), 37–53. https://doi.org/10.48185/sebr.v4i2.893
Alhowaish, J. (2024). Training and development - Enhancing employee performance. Journal of Global Economy, Business and Finance, 6(11), 41–45. https://doi.org/10.53469/jgebf.2024.06(11).09
Alič, M. (2018). Integration of the ISO 9001 QMS with the company’s IT business system. Total Quality Management & Business Excellence, 29(9–10), 1143–1160.
Alshahrani, L. A., & Husain, K. S. (2024). The effectiveness of the implementation of ISO 9001 on SMEs performance: The case of an emerging economy. International Journal of Quality & Reliability Management, 41(1), 84–106. https://doi.org/10.1108/IJQRM-08-2022-0233
Balahadia, F. F., Dalugdog, W. D., & Cabiente, J. M. (2022). Awareness and challenges of ISO 9001:2015 implementation in higher education. International Journal of Academe and Industry Research, 3(2), 1–15. https://doi.org/10.53378/352894
Barfi, K. A., Parbie, S. K., Filson, C. K., Teye, M. V., Kodua-Ntim, K., & Ayensu, E. (2023). Assessing the quality of services at an academic library. Heliyon, 9(12), e22449. https://doi.org/10.1016/j.heliyon.2023.e22449
Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77–87.
Bhuvan, A., Belokar, R., & Bansal, S. (2017). Top management encouragement in implementing ISO 9001:2015 (Clause 5.1). International Journal of Advanced Research, 5, 852–858. https://doi.org/10.21474/IJAR01/4790
Bibi, S., Maqbool, M. A., & Altaf, F. (2023). Challenges encountered by quality management system ISO 9001:2015 implementation at the universities. Pakistan Languages and Humanities Review, 7(3), 594–602. https://doi.org/10.47205/plhr.2023(7-III)52
Cakir, F. S., & Adiguzel, Z. (2020). Analysis of leader effectiveness in organizations and knowledge-sharing behavior among employees and organizations. SAGE Open. https://doi.org/10.1177/2158244020914634
Celestin, P., Murugesan, V., Sujatha, S., & Kumar, A. D. (2024). Enhancing employee satisfaction and engagement to boost productivity: The role of leadership, culture, and recognition programs, 9, 67–74. https://doi.org/10.5281/zenodo.13871930
Connaway, L. S., Doyle, B., Cyr, C., Gallagher, P., & Cantrell, J. (2023). Libraries model sustainability: The results of an OCLC survey on library contributions to the Sustainable Development Goals. IFLA Journal.
Cotelnic, A. (2023). Quality assurance in higher education institutions through the risk management integration. Journal of Social Sciences, 6(1), 58–68. https://doi.org/10.52326/jss.utm.2023.06(1).06
Desai, R. G. (2018). Importance of library staff training in academic libraries and providing quality library services. In Proceedings of the National Conference on Present Scenario in Higher Education, Ichalkaranji, India.
Endalamaw, A., Khatri, R. B., Mengistu, T. S., Erku, D., Wolka, E., Zewdie, A., & Assefa, Y. (2024). A scoping review of continuous quality improvement in healthcare system: Conceptualization, models and tools, barriers and facilitators, and impact. BMC Health Services Research, 24, Article 487. https://doi.org/10.1186/s12913-024-10828-0
Ensslin, L., Dutra, A., & Ensslin, S. R. (2022). Sustainability in library management in higher education institutions: A bibliometric analysis. International Journal of Sustainability in Higher Education.
Ezzeddine R, Otaki F, Darwish S, & AlGurg R. (2023). Change management in higher education: A sequential mixed methods study exploring employees' perception. PLOS ONE, 18(7), e0289005. https://doi.org/10.1371/journal.pone.0289005
Gachomo, H., & Wainaina, L. (2023). Quality management practices and performance of logistics companies in Mombasa County, Kenya. International Journal of Business Management, Entrepreneurship and Innovation, 5(1), 123–141. https://doi.org/10.35942/jbmed.v5i1.316
Gorostidi, G. S. C., & Rubio-Arostegui, J. A. (2026). Quality management in higher education from the perspective of institutional isomorphism: A scoping review. Frontiers in Education, 10, 1720224. https://doi.org/10.3389/feduc.2025.172022
Hasan, H., Astuti, E. S., Afrianty, T. W., & Iqbal, M. (2021). Impact of organizational culture on employee engagement and performance: A stimuli-organism-response approach. Wacana Journal of Social and Humanity Studies, 23(4).
Hut-Mossel, L., Ahaus, K., Welker, G., & Gans, R. (2021). Understanding how and why audits work in improving the quality of hospital care: A systematic realist review. PLOS ONE, 16(3), e0248677. https://doi.org/10.1371/journal.pone.0248677
Iyaji, F. I., et al. (2023). The influence of change management practices on employee engagement and organizational performance in a competitive business environment: A conceptual review. Educational Administration: Theory and Practice, 29(4), 3638–3645. https://doi.org/10.53555/kuey.v29i4.8192
Juntunen, A., Lehtinen, M., & Saarti, J. (2015). The use of quality management systems and performance indicators in academic libraries. Qualitative and Quantitative Methods in Libraries, 4(4), 983–993.
Kimilu, C. N. (2026). Factors influencing implementation of ISO 9001:2015 quality management systems in the public sector (A case study of Kenya School of Government Mombasa). IOSR Journal of Business and Management, 28(4), 44–54. https://doi.org/10.9790/487X-2804034454
Lu, Y. (2024). Impact of digital technologies on organizational change strategies: A review. Research Journal in Business and Economics, 2(1), 1–11. https://doi.org/10.61424/rjbe.v2i1.128
Magana, M. H., Mukwakungu, S. C., Bakama, E. M., & Sukdeo, N. (2020). The implementation of ISO 9001:2015 to improve quality service: A descriptive study on a South African service organization. Proceedings of the University of Johannesburg Conference.
Mahmoud. (2025) Library quality impact on satisfaction and improvement priorities. (2023). Library Management Review, 45(2), 1–15. https://www.sciencedirect.com/org/science/article/abs/pii/S0143512423000091
Mathrani, A., Wickramasinghe, S., & Jayamaha, N. (2021). An evaluation of documentation requirements for ISO 9001 compliance in Scrum projects. The TQM Journal. https://doi.org/10.1108/TQM-08-2020-0177
Mgaiwa, S., & Ishengoma, J. (2017). Institutional constraints affecting quality assurance processes in Tanzania's private universities. International Journal of Higher Education in Africa, 15(1), 57–68. https://doi.org/10.57054/jhea.v15i1.1491
Moturi, C. A., & Mbithi, P. M. F. (2015). ISO 9001:2008 implementation and impact on the University of Nairobi: A case study. The TQM Journal, 27(6), 752–760.
Muchai J., Mulwa, D. & Amukowa, W. (2022). Continual improvement as per the ISO 9001:2015 quality management system and post-examination services delivery in public universities in Kenya. European Journal of Education Studies, 9(9), 136–150. https://doi.org/10.46827/ejes.v9i9.4462
Mutiso, T. G. W. (2020). Effect of ISO certification on service delivery in Kenyan educational institutions: A case of Kenya Institute of Special Education. [Master's thesis, United States International University - Africa]
Mwangi, J. W., & Wanyoike, D. M. (2021). Quality management systems and service delivery in public universities in Kenya. International Academic Journal of Human Resource and Business Administration, 3(10), 295–310.
Ngigi, S. K. (2017). Challenges encountered by university administrators in performance management and job satisfaction of academic staff in Kenyan universities. Journal of Emerging Trends in Educational Research and Policy Studies, 7(6), 383–390.
Oakland, J. S., Oakland, R. J., & Turner, M. A. (2020). Total quality management and operational excellence: Text with cases. Routledge. https://doi.org/10.4324/9781315561974
Ojei, L. N., & Popoola, S. O. (2023). Staff attitude and effective library service delivery. Library Philosophy and Practice.
Ong’injo, J. A., Komen, P. K., & Omondi, E. (2025). Impact of performance management on resource utilization and improved results in Kenyan TVET institutions. Journal of the Kenya National Commission for UNESCO, 6(1). https://doi.org/10.62049/jkncu.v5i1.41
Psomas, E., & Antony, J. (2017). Total quality management elements and results in higher education institutions. Quality Assurance in Education, 25(2), 206–223.
Setyaningrum, R. P., Setiawan, M., Surachman, S., & Irawanto, D. W. (2017). Employees performance; leadership, organizational commitment and trust. International Journal of Economic Perspectives, 11(2), 281–288.
Sickinger-Nagorni, R., & Schwanke, J. (2016). The new ISO 9001:2015: Its opportunities and challenges. Tampere University of Applied Sciences.
Trenerry, B., Chng, S., Wang, Y., Suhaila, Z. S., Lim, S. S., Lu, H. Y., & Oh, P. H. (2021). Preparing workplaces for digital transformation: An integrative review and framework of multi-level factors. Frontiers in Psychology, 12, 620766. https://doi.org/10.3389/fpsyg.2021.620766
van Assen, M. F. (2021). Training, employee involvement and continuous improvement – The moderating effect of a common improvement method. Production Planning & Control, 32(2), 132–144. https://doi.org/10.1080/09537287.2020.1716405
Wadesango, N., Sandu, Y., & Lovemore, S. (2024). The role of information technology systems (IT) on the development of effective internal controls: Desktop study. Journal of Economic and Social Development (JESD), 11(2), 126–139. https://www.jesd-online.com/articles/the-role-of-information-technology-systems-it-on-the-development-of-effective-internal-controls-desktop-study.pdf
Wangai, M., Inyega, O., Mugambi, M. & Kalai, J. (2021). Influence of ISO 9001 standards on quality of academic programmes in universities in Kenya: A case of Bachelor of Education programme of the University of Nairobi. Journal of Pedagogy, Andragogy and Heutagogy in Academic Practice, 2(2), 34–48.
Willmington, C., Belardi, P., Murante, A. M., & Vainieri, M. (2022). The contribution of benchmarking to quality improvement in healthcare: A systematic literature review. BMC Health Services Research, 22, 139. https://doi.org/10.1186/s12913-022-07467-8
Yertas, M. (2024). The role of training and continuous development in improving employee productivity and its impact on company financial performance. Atestasi: Jurnal Ilmiah Akuntansi, 7(2), 1362–1379. https://doi.org/10.57178/atestasi.v7i2.1047
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Paul Mutethia Diki, Duncan Amoth, Emily Ngenó
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
