Kenyatta University is committed to providing excellent and quality products and services that will not only satisfy her customers but exceed customer expectations. This commitment is reflected in the University’s vision, mission, values and strategy of customer focus. The Kenyatta University Directorate of Quality Management Systems coordinates handling and resolution of citizen/customer concerns and complaints in the University as guided by the Commission on Administrative Justice (CAJ). The Directorate also receives and implements annual performance guidelines and targets from CAJ on “Resolution of Public Complaints”. The office works with all University Divisions, Schools, Departments, Sections, Directorates, Centre’s and Units in order to effectively manage customer complaints
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In case of feedback, comments, or suggestions please contact
The Director,
Directorate of Quality Management System,
Kenyatta University,
P. O. Box 43844 - 00100,
Nairobi, Kenya
www.ku.ac.ke
Tel:+254-(20)-870 3858
Email:
Working Hours: Monday- Friday: 8.00 am - 5:00pm
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The Directorate is run by members of staff as shown in the directorate’s organogram below:
The members of staff are:
1. Dr. John Ndiritu - Director.
2. Mr. John Kiarie - Administrator.
3. Mr. Richard Chweya -Administrator.
4. Mr. John Paul Wainaina -Administrator.
5. Mr. John Maraigua -Administrator.
6. Mr. Lawrence K. Njau -Administrator
7. Ms. Phoebe Nalwa - Administrator
8. Ms. Sophia Ayoma - Administrator.
9. Ms. Teresa Kimondo - Administrator.
10. Ms. Salome Githimbo - Secretary
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University Quality Management System
Kenyatta University was first certified to ISO 9001:2000, Quality Management System Standard in 2008 becoming the first public university to acquire the ISO 9001, QMS certification in Kenya. Since then the University has gone through certification/recertification/transition audits as follows:
- Initial certification: 2008 - 2011 (ISO 9001:2000)
- 1st Recertification: 2011 - 2014 (ISO 9001:2008)
- 2nd Recertification: 2014 - 2017 (ISO 9001:2008)
- 3rd Recertification: 2017 - 2020 (ISO 9001:2015)
- 4th Recertification: 2020 - 2023 (ISO 9001:2015)
- 5th Recertification: 2023 - 2026 (ISO 9001:2015)
The University is currently in the 6th certification cycle (2023-2026) and is due for recertification in July 2026.
2. University Performance Contracting System
The University Performance contract system is a Multi-level system. The annual University Performance Contract with the Government is cascaded to all heads of departments for implementation. The Performance Contracts are derived from and aligned to the University Strategic Plan
The University has been signing performance contracts with the Government of Kenya for the last nineteen (19) years since FY 2005/2006. Kenyatta University was ranked 1st overall position in performance contracting in the 2006/2007 performance cycle. The University was also the 1st University to achieve the excellent category in the 2007/2008 performance cycle. The University has maintained the excellent category rank over the period as per the self-evaluation report.
Currently, the University is implementing the 2023/2024 Performance Contract with the Government.
3. University Citizen’s Service Delivery Charter
The University is committed to quality service delivery. Towards this end, the University has documented the Service delivery standards in a Charter (English and Kiswahili Languages) which is displayed in both English and Kiswahili in a 3” by 4” at the main entrance of all Campuses, Central Administration Block, Admissions, Finance block, Kenyatta University Conference Centre (KUCC) and Directorate of Accommodation. Implementation is done in all service points and monitored through the University Performance Contract System.
4. Implementation of the University Strategic Plan
The University Strategic Plan is aligned to the Kenya Vision 2030, Medium Term Plans including BETA, MTP4, other national priorities, relevant sector performance standards, SDGs, and Agenda 2063.
The University Strategic Plan in implemented through Annual Work Plans which forms the basis for deriving performance contract indicators for each year. Implementation is monitored through quarterly returns on the annual work plans which are prepared and submitted by the implementing departments as part of the performance contract returns. Evaluation is undertaken externally through mid-term and end term reviews.
One of the indicators in the 2023/2024 University performance contract is to review the 2016-2026 (revised 2018) Strategic plan to align with the Vision 2030 and MTP 4 including other current priorities of the Government. The realization of this indicator has replaced the current 10-years strategic plan with a 5-year 2023/2024 -2027/2028 Strategic Plan and the new strategic plan has effectively terminate the existing strategic plan.
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The Directorate started as a Performance Contract Monitoring Unit (PCMU) in 2007. It was later upgraded to a Directorate in 2008 and was renamed “Directorate of Quality Management System and Performance Contracts” and currently the Directorate of Quality of Management Systems.
The Directorate’s mandate:
1. Ensure Implementation and maintenance of the University Quality Management System;
2. Monitor implementation of the University Performance Contract with the Government of Kenya;
3. Monitor implementation of the University Citizen Service Delivery Charter;
4. Monitor implementation of the University Strategic and Vision Plan;
5. Monitor and coordinate Corruption Prevention Programmes
6. Coordinates handling and resolution of citizen/customer concerns and complaints in the University.
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Dr. John K. Nderitu
Director of Quality Management Systems