ADOPTION OF INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 9001 QUALITY MANAGEMENT SYSTEM FOR IMPROVED SERVICE DELIVERY AT KABARAK UNIVERSITY LIBRARY
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In today’s competitive environment, a strong focus in meeting customer requirements is essential to the success of any organization. Organizations should strive to provide quality services to satisfy the needs of their stakeholders. The purpose of this study is to examine adoption of ISO 9001 Quality Management System for improved service delivery at Kabarak University Library. The objectives of this study are to: investigate the role of management on adoption of ISO 9001 Quality Management System for improved service delivery, examine the effects of availability of resources in adoption of ISO 9001QMS for improved service delivery, investigate the significance of employee training in relation to provision of quality services, find out the challenges facing Kabarak University Library in adoption of ISO 9001 QMS for improved service delivery and suggest possible solutions that will enhance delivery of quality services to customers. The literature reviewed is relevant to ISO 9001 Quality Management System. Edward Deming’s theory of quality management was adopted.  The sample of the study comprised a total of 2021 respondents at main campus.  These involved 21Library staff and 2000 both postgraduate and undergraduate students. Qualitative and quantitative data was collected using questionnaires designed and distributed to the respondents. Descriptive statistics that is frequencies, percentages, mean, and standard deviation were used.  Inferential statistics was employed to analyze data. Statistical Packages for Social Sciences version 21 software was used to make inferences to the study. In addition, regression and correlation was also used. The data was presented in bar graphs, pie charts, and tables. The major findings include management commitment to the adoption of ISO 9001 QMS, availability of resources affect service delivery, and employee training and empowerment of library staff improve service delivery in the library. Finally recommendations were provided and will eventually help top management to make informed decisions. The institution could use the findings to carry out continuous improvement of quality services. Educational and policy administrators could use the findings of the study in developing policies.