Enhancing records management for quality services in Moi University, Eldoret, Kenya

Abstract

Public as well as private organizations are increasingly realizing that sound records management is linked to service delivery. However, Moi University is yet to realize the role of records management to quality service delivery. This is due to lack of policy frameworks on management and destruction of records and inadequate qualified staff among others. The aim of the study was to investigate the role that records management play in enhancing the quality of services offered at Moi University. The objectives were to: establish how records are managed in Moi University in support of the business function ; determine the quality standards applicable to records management in Moi University; establish the policies guiding records management in Moi University; Identify the challenges encountered in the management of records; and how they impact on quality service provision and suggest ways and strategies for improvement of records management to enhance quality of services in Moi University. The researcher utilized a comprehensive Service Quality Gap Model and the Records Continuum Model. The study was qualitative and some aspect of quantitative approach. Data was collected through face to face interviews and questionnaires. The qualitative data was analyzed thematically to identify the relationship between categories established, while quantitative data was analyzed using descriptive statistics. The study sample size was 78 respondents drawn from Moi University. The key findings were that: the university generates more diverse records, records management is largely manual and it makes it difficult for one to trace a document or a file and this has compromised the security of records and the organizational culture does not appreciate records management as a tool to enhance quality service delivery. The study concluded that records management aspect is not well developed thus undermining quality service delivery. Recommendations proposed were that: the University should develop a comprehensive records management programme and policies, integrate ICT in management of records and employ adequate qualified personnel. The study further suggested strategies for the study. Conducting of a records survey to understand the university‟s records environment is one of the strategies suggested by the study to aid in the implementation of records management and service delivery in the university.