In the current Kenya setup, there are a number of companies that are aspiring to get coveted international certifications like ISO for quality management systems, environmental or security requirements compliance, etc. but how many are actually striving to improve their service offerings to their customers? Few. Many just want to flaunt them to their competitors and prospective customers but not on improvement of their service delivery. Take the example of some public universities (I think almost all of them). They have ISO 9001:2008 certification. But how many lecturers and administrators in these universities appreciate that students are their most important customers? Very few. This is precisely the reason why you will have an ISO certified university that does not have a clear policy (or is it direction?) of where admission forms should be ‘deposited’ or returned to! I had a nasty experience the other day where I had to shuttle between two university campuses trying to convinc
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