-
UNIVERSITY OF KABIANGA
ISO 9001:2015 QUALITY MANAGEMENT SYSTEM DOCUMENT
QUALITY MANUAL
UOK/MR/QP/002
-
UNIVERSITY OF KABIANGA – ISO 9001:2015 BASED QMS
REF:UoK/PM/MR/002 ISSUED BY:MR
1 INTRODUCTION
1.1 University of Kabianga was established in 2013 under
Universities Act 2012.The University currently operates under the
provision of Education Act Cap200.
1.2 The mandate of the University is to provide education,
undertake research andextension that are responsive to the needs of
the country
1.3 The mandate of the University is executed by the University
Council representedin the day to day running by the University
Management Board under theleadership of the University Vice
Chancellor.The University is structured into three (3) divisions /
functions namely:-a) Academic division/function comprising of
Schools, departments and
sections b) Administrative division/function comprising of
departments and sections c) Planning, Research, Extension and
Development division/function
comprising of departments and sections
1.4 Fundamental Statements1.4.1 VisionTo be a leading University
in scientific innovation for the betterment of humanity
1.4.2 Mission
To create, preserve and transfer knowledge and technology
through quality andentrepreneurial education, research, extension,
and partnership with government,industry and non-state actors
whilst ensuring a sustainable environment.
1.4.3 Core Values
The University of Kabianga is guided by the following Core
values and Competenceswhich form her corporate culture:a) Promoting
and defending intellectual and academic freedom, scholarship,
innovation and relentless search for truth.b) Fostering
teamwork, collaboration, creativity and innovation, effective
communication, tolerance and a culture of peace.c) Valuing
excellence, quality and service, openness, consultation, efficiency
and
effectiveness.d) Recognizing competence, meritocracy, exemplary
leadership, equality, integrity and
national patriotism.
e) Continually improving services in order to remain competitive
and relevant.
1.4.4 MottoInnovation and excellence
Page 2 of 33
-
UNIVERSITY OF KABIANGA – ISO 9001:2015 BASED QMS
REF:UoK/PM/MR/002 ISSUED BY:MR
1.5 Physical Contact The University of Kabianga is located 21 km
from Kericho town and 6km off the mainKericho – Kisii road on the
junction at premier dairies. Correspondent contacts are:
The Vice ChancellorUniversity of KabiangaP.O Box
2030-20200KerichoTel: + 254 202172665Fax: + 254 518003970E-mail:
[email protected]: www.kabianga.ac.ke
1.0 SCOPE1.1 General
The objective of this document is to provide the University with
guidelines forthe voluntary application of ISO 9001:2008. The scope
of the QualityManagement System is the provision of University
education in the Universityand its campuses
1.2 ApplicationThe University guarantees reliability for the
processes that are necessary toprovide all the services needed by
its customers in a consistent and reliablemanner. All requirements
of ISO 9001:2008 are applicable to the University’s
QualityManagement System implemented in the University.
1.2. 2.0 NORMATIVE REFERENCES
For effective implementation of the University’s Quality
Management System,the following normative documents are
indispensable:a) ISO 9001:2008b) ISO 9000:2005c) Public Procurement
and Disposal Act 2005d) Public Procurement and Disposal Regulations
2006e) Universities Act 2012 University of KabiangaCharter 2013 The
Education Act, Cap 200
All other applicable Statutory and Regulatory requirements
Page 3 of 33
http://www.kabianga.ac.ke/
-
UNIVERSITY OF KABIANGA – ISO 9001:2015 BASED QMS
REF:UoK/PM/MR/002 ISSUED BY:MR
3. 3.0 TERMS AND DEFINITIONSThe terms and definitions given in
ISO 9000:2005 apply to this Quality Manual(QM) and any other
Quality Management System Document established unlesssuperseded by
the following definitions:-
3.1.1 The UoK Whenever the terms “University” or “UoK” are used
they shall mean Universityof Kabianga.
3.1.2 Top ManagementThis is the University’s Management Board
led by the Vice Chancellor assistedby the Deputy Vice
Chancellors.
3.1.3 CustomersThese include but are not limited to:-a)
Studentsb) Parents/Guardiansc) Staffd) Supplierse) Government
agenciesf) Members of the Publicg) Local Communitiesh) Other
stakeholders
3.1.4 ProcessesThese are sets of interrelated or interacting
activities of the University whichtransform input elements
(policies, resources, customer needs and expectations,etc.) into
results (i.e. the services provided by the University). See 9.1 for
theUniversity’s List of processes
3.1.5 Management ProcessesThese are the processes needed for
oversight and governance of the Universityin order to comply with
the applicable legislation, policies and standards.
3.1.6 Core ProcessesThese are the processes that are put in
place in order to achieve the overallmandate of the University.
3.1.7 ServiceService is the result of one or several processes
performed by the University.
Page 4 of 33
-
UNIVERSITY OF KABIANGA – ISO 9001:2015 BASED QMS
REF:UoK/PM/MR/002 ISSUED BY:MR
3.1.8 Quality Management System (QMS)Set of interrelated or
interacting elements that allow the University to establishits
policies and objectives related to quality, and to achieve those
objectives.These include the hardware (equipment), software and the
human resources.
4.0 CONTEXT OF THE UNIVERSITY
4.1 Understanding the University and its ContextThe University
has established a strategic plan to determine external and
internal
issues that are relevant to its purpose and its strategic
direction that affect its ability to
achieve the intended results of its Quality Management
System.
4.2 Understanding the needs and expectations of interested
partiesThe University has determined its interested parties and
their requirements due to their
effect or potential effect on the University ability to
consistently provide products and
services that meet customer and applicable statutory and
regulatory requirements.
4.3 Determining the Scope of the Quality Management System
UOK has created all documentation required to ensure effective
planning, operation and
control of its processes.
When determining this scope, the University has considered:
a) external and internal issues referred to in 4.1 above; b)
requirements of the relevant parties referred to in4.2; c)
the products and services of the University.
Page 5 of 33
-
4.4 Quality Management System and its processes4.4.1The
University has clearly defined departments/sections to which its
Quality Management
System applies. These are:
1The University has clearly defined divisions and departments to
which its qualitymanagement system applies.
4.1.2 The University has defined her Departmental and Sectional
operations in thefollowing procedures manuals; 1. Quality Policy
Statement2. Quality Manual3. Mandatory Procedures Manual –
UoK/PM/MR/0034. Curriculum Procedures Manual – UoK/PM/MR/0045.
Administration Procedures Manual – UoK/PM/MR/oo56. Library
Procedures Manual – UoK/PM/MR/0067. Admission Procedures Manual –
UoK/PM/MR/0078. Public Relations Procedures Manual –
UoK/PM/MR/0089. Procurement Procedures Manual – UoK/PM/MR/00910.
Students’ Welfare Procedures Manual – UoK/PM/MR/01011. Human
Resources Procedures Manual – UoK/PM/MR/01112. Contracts and
Litigation procedures manual – UoK/PM/MR/01213. Finance Procedures
Manual – UoK/PM/MR/01314. ICT Procedures Manual – UoK/PM/MR/01415.
Planning Research and Devpt. Procedures Manual – UoK/PM/MR/01516.
Provision of Health Care Services Procedure – UoK/P/MR/01617. Risk
Based Audit Procedure – UoK/P/MR/017
4.4.2 To the extent necessary, UOK maintains documented
information to support
operation of its processes and retains documented information to
have confidence that
the processes are being carried out as planned (See4.3
above).
5.0 Leadership
5.1 Leadership and commitment
5.1.1 GeneralThe University Top Management demonstrates its
commitment to the development and
implementation of the QMS and continual improvement of its
effectiveness by:
a) Establishing, communicating and explaining the Quality Policy
to all the staff of
the University;
Page 6 of 33
-
b) Ensuring that quality objectives are established and that
these are consistent with
the Quality Policy and the customers’ requirements;
d) Performing periodic reviews of the Quality Management System
through the
assessment of the University performance to monitor compliance
to the policies
and the fulfillment of objectives as part of continual
improvement, and
Ensuring adequate and timely availability of the resources
necessary to meet the
objectives.
d) Promoting the use of the process approach and risk based
thinking;
e) Engaging, directing and supporting persons to contribute to
the effectiveness of the
Quality Management System;
f) supporting other relevant management roles to demonstrate
their leadership as it
applies to their areas of responsibility.
5.1.2 Customer focusThe University Top Management is committed
to enhancing customer satisfaction. This
commitment is accomplished by determining and understanding:
a) Customer requirements and ensuring that UOK meets these
requirements. The
customer expectations for each service are documented in the
University Service
Charter.
b) The risks and opportunities that affect conformity of
products and services and the
ability to enhance, address and maintain customer
satisfaction.Above shall apply to all departments of the
University
5.2 Policy
5.2.1 Top management shall establish, implement andmaintain a
quality policy that:
a) Is appropriate to the purpose and context of the organization
andsupports its strategic direction;
b) Provides a framework for setting quality objectives;
c) Includes a commitment to satisfy applicablerequirements;
d) Includes a commitment to continual improvement of the
qualitymanagement system.
Page 7 of 33
-
5.2.2 Communicating the qualitypolicy
The quality Policyshall:
a) Be available and be maintained as documentedinformation;
b) Be communicated, understood and applied within
theorganization;
c) Be available to relevant interested parties,
asappropriate.
5.2.2 Communicating the Quality PolicyThe Top Management shall
ensure that:
I. The Quality Policy is communicated to all departments and
maintained as a
documented information
II. the quality policy is well understood and applied within the
university
III. the quality policy shall be availed to our customers as
documented in
Page 8 of 33
-
throughout the offices to maintain high standards within the
University. The Quality Policy is
also available to all relevant interested parties.
5.3 Organizational roles, responsibilities and authorities
The lines of responsibility and reporting for all employees are
documented on the University
Organizational Chart, which has been availed to the University
employees. In order to ensure
that employees understand their authorities and responsibilities
associated with the QMS,
authorities and responsibilities are further documented in job
descriptions.
5.3.1 Job descriptions and the Organizational Chart are reviewed
and approved by
the Top Management for adequacy. These documents are available
throughout
the organization to help employees understand responsibilities
and authorities.
5.3.2 In accordance with the Education Act of the Laws of Kenya
that has instituted
the University; the Vice Chancellor is legally responsible for
all services
provided by the University. The Vice Chancellor has the overall
responsibility
for the quality of services provided to all the customers and
renders advice to
the Board of Management on the formulation of policies of the
University.
5.3.3 In addition, the Vice Chancellor is responsible for
ensuring the University
departments and sections are clearly defined and displayed in
the University
over all structure showing these relationships and
authorities.
5.3.4 The HOD shall be responsible for the operations of their
departments and are
answerable to the Vice Chancellor .
5.3.5 In addition, the University Top Management has appointed a
Management
Representative (MR)
5.3.6 The MR has the responsibility and authority to:
a) Ensure that the QMS processes are established ,implemented
and maintained;
b) Report to the Top Management on the performance of the
Quality Management
System and note needed improvements;
c) Ensure that all staff in the University are aware of the
customer requirements; and
d) Act as a liaison with external parties such as customers and
auditors on QMS matters where appropriate.
5.3.7 The University Top Management has established appropriate
communication
processes within the University, including communication on the
effectiveness
of the QMS.
Page 9 of 33
-
6.0 Planning
6.1 Actions to address risks and opportunities6.1.1 When
planning for the Quality Management System, the University has
considered the
issues referred to in 4.1 and the requirements referred to in
4.2 and has determined the risks
and opportunities that need to be addressed to:
a) Give assurance that the Quality Management System can achieve
its intended
results;
b) Enhance desirable effects;
c) Prevent or reduce undesirable effects;
d) Achieve improvement.
6.1.2 The University has defined Risks and Opportunities in all
departments and how to
integrate and implement the actions into its Quality Management
System processes
(see 4.4).
The University shall evaluate the effectiveness of these
actions.
These actions taken to address risks and opportunities shall be
proportionate to the
potential impact.
6.2 Quality Objectives and Planning to achieve them
6.2.1 The University Quality Policy provides a framework for
setting Quality Objectives. In
order to achieve customer satisfaction and continual improvement
of performance through
the implementation of the QMS, the Top Management has
ensured:
a) Specific quality objectives and targets including those
needed to meet the requirement
for services are established at all departments of the
University;
b) Quality Objectives are set in relation to various services
offered, which are specific,
measurable and are oriented towards specific results;
Page 10 of 33
-
c) Quality Objectives are set at the beginning of each fiscal
year and as part of the regular
maintenance of the QMS, the Top Management ensures review of
these objectives
during the Management Reviews.
6.2.2 When planning how to achieve its Quality Objectives, the
University has
determined:
a) What will be done
b) What resources will be required
c) Who will be responsible
d) When it will be completed
e) How the results will be evaluated
6.3 Planning of changes
The University Top Management has established appropriate
systems to ensure that the
planning for the QMS is carried out in order to meet the desired
benefits from the
implementation of the QMS whilst taking into account the Quality
Objectives.
Similarly, based on the University Quality Policy, the approach
and structure to the Planning
for the QMS is such that when changes or modifications are to be
introduced, such changes/
modifications shall ensure that the integrity of the QMS is
maintained basing on the
availability of resources.
7.0 Support
7.1 Resources
7.1.1 General
The Top Management shall at all times determine and provide the
resources necessary for the
implementation, maintenance and improvement of the QMS in all
activities in order to meet
customer requirements and enhance their satisfaction. The
resources are in the form of but
not limited to:
a) Human Resource through staff need assessment tools in various
departments
b) Staff Training to ensure competence of personnel performing
work;
c) Physical facilities and infrastructure provision through
budget and planning;
d) Financial resources through appropriate financial planning
and budgeting.
Page 11 of 33
-
7.1.2 People
7.1.2.1The University Top Management shall at all times ensure
that staff performing work
which affects its services are competent for the task(s)
assigned to them either on the
basis of appropriate education, specialized training, or
acquired skills and experience
on the job.
7.1.3 Infrastructure
The University has determined, provided and maintained the
infrastructure needed to achieve
conformity to product requirements. These include:
a) The office buildings, work spaces, occupational environment
and associated utilities;
b) Provision of necessary teaching and learning materials for
effective and efficient
teaching and learning activities and
c) Appropriate transportation resources
d). Information and communication technology.
7.1.4 Environment for the operation of processesThe University
Top Management has determined provided and maintain the
environment
necessary for operation the work environment needed to achieve
service conformity.
7.1.4.1 The University takes reasonable efforts to ensure that
the work environment is
conducive for staff to be motivated, committed, involved and
encourages innovation.
7.1.4.2
TheUniversityshallmanageboththehumanandphysicalfactorsofworkenvironment
and
comply with all applicable regulations.
7.1.5 Monitoring and measuring resources
Page 12 of 33
-
7.1.5.1 General
The University ensures that:
a) It applies suitable methods for monitoring and where
applicable, measurement of the
QMS. This monitoring and measurement has the purpose of
determining the extent to
which these processes deliver the planned results.
b) The established process monitoring and measurement shall
relate to the policies and
objectives set, and care shall be taken that the monitoring and
measurement is carried
out in a proactive manner.
c) The results of process monitoring and measurement shall be
retained and used to
provide evidence that the processes achieved the planned
objectives. Where available,
process benchmarks shall be considered.
d) When planned results are not met, the University shall take
action through corrections
to rectify nonconforming situations and corrective actions for
improvement of the
processes to avoid recurrence.
e) The University shall clearly define any methods used to
measure, analyze and act upon
the effectiveness of the processes.
The University has also ensured that:
a) It has established and uses appropriate methods to monitor
and measure products to
ensure conformity with product requirements.
b) These requirements include but are not limited to:
a) Public service pledges by the University, and
b) Commitments through University Service Charter.
c) In monitoring to ensure conformance with requirements, the
University has
established specific mechanisms for all the various products it
provides, such as
process checks, minimum compliance indicators, external audits,
and measuring
progress of the University programmes.
d) These measurements relate to the policies and objectives set,
as well as any service
specifications and commitments.
Page 13 of 33
-
7.1.5.2 Measurement, traceability
The university has determined and provided the resources needed
toensure valid and reliable results when monitoring or measuring is
used toverify the conformity of products and services to
requirements.
The university shall ensure that the resourcesprovided:
a) Are suitable for the specific type of monitoring and
measurementactivities being undertaken;
b) are maintained to ensure their continuing fitness for
theirpurpose.
The organization shall retain appropriate documented information
as evidenceoff it for purpose of the monitoring and measurement
resources.
7.1.5.2 Measurement and traceability
When measurement traceability is a requirement, the university
shall provide essential part of providing confidence in the
validity of measurement results, measuring equipment shall be:
a) calibrated or verified, or both, at specified intervals, or
prior to use, againstmeasurement standards traceable to
international or national measurementstandards; when no such
standards exist, the basis used for calibration orverification
shall be retained as documented information;
b) identified in order todetermine their status;
Page 14 of 33
-
7.1.6 Organizationalknowledge
The University has determined the knowledge necessary for the
operation of its processes
and to achieve conformity of products and services. This
knowledge shall be maintained
and made available to the extent necessary.
When addressing changing needs and trends, the University shall
consider its current
knowledge and determine how to acquire or access any necessary
additional knowledge
and required updates.
7.2CompetenceThe University shall:
a) Identify the necessary competency levels and needs of staff
performing tasks which
significantly affect the quality of its services;
b) Make arrangements to provide appropriate training or take
other actions to satisfy
those needs on a continuous basis. The training provided to
staff to meet any
competency levels needs shall be undertaken in accordance with
the University
established Staff Training and Development Procedure Number 8 in
the Human
Resource Procedure Manual.
c) Annually undertake assessment of staff performance, to
establish training needs for
staff in each department. These staff training needs shall then
form the basis for
the University annual training plan implemented as per the Staff
Training and
Development Procedure Number 8 in the Human Resource Procedure
Manual.
d) Retain appropriate documented information as evidence
ofcompetence
7.3Awareness
As a general rule, all newly recruited staff shall receive a
general induction and
orientation into the University and its activities. This
induction ensures that the
persons doing work under the University control are aware
of:
a) The Quality Policy
b) Relevant Quality Objectives
Page 15 of 33
-
c) Their contribution to the effectiveness of the Quality
Management System,
including the benefits of improved performance
d) The implications of not conforming with the quality
management requirements.
7.4Communication
7.4.1The University Top Management has established appropriate
communication
processes within the University, including communication on the
effectiveness of
the QMS.
7.5 Documented information
7.5.1 GeneralUoK has created all documentation required to
ensure effective planning, operation
and control of its processes. The QMS documentation is
structured into three levels:
Level1: Consists of the University default documentation that
describes the system
and the University policies required to control processes for
common
observance of the QMS. This Quality Manual, the University
Quality Policy
and the Interested Parties Manual form this level.
Level2: Consists of departmental operating procedures and other
procedures required
by ISO9001:2015 International Standard which explains how
policies set
forth in the Quality System Manual are to be implemented.
Level3: Consists of documented information that details
objective evidence of
operation of a process or procedures to support the QMS. They
may be
generated from or demanded by any of the other two levels. It
consists of
forms, worksheets, workbooks, registers, equipment, checklists
and minutes.
7.5.2 Creating and updating7.5.2.1 The University has
established and continually maintains this Quality
System. The Manual is the University overall framework
document
for the QMS. The Manual is designed to follow the clause
structure
of ISO 9001:2015 standard for easy interpretation and
implementation.
Page 16 of 33
-
7.5.2.2TheManual:
a) Contains a description of the scope of the University QMS
(Seeclause4.3 above),
b) Makes reference at each section to the documented procedures
and documents
established for the effective application of the QMS, and
c) Provides a description of the interactions between the QMS
processes and how
they affect the UOK at large. (See9.2for the description of this
interaction.)
7.5.2.3 The Management Representative (MR) has been delegated
the
responsibility for the development and maintenance of this
Quality
Manual System and the related operational procedures to
demonstrate how the processes work in the University. The QMS
has
been authorized by the Vice Chancellor for use and issued by
the
MR.
7.5.2.4 All documents established for the application of the QMS
have been
authored and authorized as described inclause4.4above
7.5.3 Control of Documented information7.5.3.1The University has
established and continually maintains a system
level procedure entitled Control of Documents Procedure Number
1
in the Mandatory Procedures Manual which establishes and
defines
the controls needed for approving, reviewing, updating and
maintaining all documents within the QMS.
7.5.3.2 The University has also established and continually
maintains a
system level procedure entitled Control of Records Procedure
Number2 in the Mandatory Procedures Manual which establishes
and
defines the methods of identifying, collecting, indexing,
accessing, filing, storing, maintaining, retaining, protecting
and
disposing quality records.
8.0 Operation
8.1 Operational planning and control
8.1.1 Product Realization is the sequence of processes which are
needed to
provide and deliver and/or achieve the expected Product. The
planning
for Product Realization is undertaken to ensure it meets
customers’
requirements and that it is consistent with the QMS of the
University.
Page 17 of 33
-
8.1.2 The planning for Product Realization in the University is
undertaken at
departmental levels and is documented appropriately by the
respective
departmental procedures manuals. Each department has planned
and
developed the processes needed for Product Realization, which
are
consistent with the requirements of other processes.
8.1.3 The following are determined and documented
appropriately:
a) The Quality Objectives of the product (or project whenever
applicable) and product
requirements (e.g. timeliness, accuracy);
b) Process description documentation;
c) Resources and facilities required specific to the product to
be provided;
d) Verification and validation, monitoring, inspection/test
plans and criteria for
acceptance; and
e) Records for demonstrating confidence of conformity of
processes and the product
requirements.
8.2 Requirements for products and services
8.2.1 Customer Communication8.2.1.1 The University has
identified, established and implemented
effective arrangements and procedures for communicating with
her customers in relation to information regarding the
product
enquiries, contracts and orders (including changes and
amendments), customer feedback and complaints. These
arrangements are stated in the Communication Procedure
Number 1 in the Administration Procedures Manual.
8.2.1.2 In addition, the University customers or their
respective
representatives are provided full cooperation to interact,
make
visits and hold pertinent discussions, monitor and review
performance on the products requested through various
communication media.
Page 18 of 33
-
8.2.2 Determination of Requirements Related to the
Product8.2.2.1 The University is committed to meeting her
customers’
requirements. The University determines her product
requirements including customer specific requirements,
delivery and availability requirements and any necessary
support needs. This includes requirements which may not be
stated by the customer but which are necessary for the
product
intended or specified.
8.2.2.2 Each department has identified to the extent possible
the
requirements for each product provided and documented them
appropriately in their respective departmental procedures
manuals. These requirements include the requirements for
products offered to the internal customers (Departmental
staff).
8.2.2.3 Each department has established and maintained
documentation
that details:
a) The scope and product requirements, specified/stated and
implied by the customer
requirements including delivery and post-delivery activities for
each product in
form of a register of customer requirement;
b) The statutory and regulatory requirements and relevant public
product obligations
applicable to the product documented in the form of a register;
and
c)Any other requirements that may arise from time to time.
8.2.3 Review of Requirements for products and services8.2.3.1 It
is the University policy that prior to the commencement of
any product (either through a contractor tender or direct
orders)
requested to be provided to her customers, that a review of
the
product requirement is undertaken to clarify and/or ensure
that
any differences are resolved and that the University is able
to
meet these requirements. The output or records of such
reviews
Page 19 of 33
-
are maintained as defined/stated in respective departmental
procedures manuals.
Page 20 of 33
-
8.2.4 Changes to requirement for products and services
Where there are changes to the product requirements, the
respective officer ensures that all pertinent documentation
and
records are amended and that the changes are made known to
all relevant staff involved in the process.
8.3 Design and Development of products and services
8.3.1 General
The University has established, implemented and maintained a
design
and development process to ensure subsequent provision of
products
and services.
8.3.2 Design and Development Planning
8.3.2.1 The University offers teaching and learning activities
for the
various products it provides. The design and development
process is typically initiated by the internally designed
courses.
8.3.2.2 The University plans and controls as appropriate the
design and/
or development of her products to determine the stages in
the
design and development processes, to review, verify and
validate the activities relevant to each stage and the
responsibilities and authorities for the activities. This
may
include appointment of a multidisciplinary committee or
departmental working groups to manage the process.
8.3.2.3 In addition, effective communication and clarification
of
responsibilities is ensured through the managing of the
interfaces between the different groups involved. The
outputs
from design planning are presented to the appropriate
committee of the University for approval and subsequently
updated as required as the design or development progresses.
Page 21 of 33
-
8.3.3 Design and Development Inputs
The product requirements inputs are defined and documented.
These include
departmental and performance requirements, applicable legal and
regulatory
requirements, information derived from similar previous
designs(where applicable),
and any other requirements which are necessary. These inputs are
reviewed for
adequacy and any incomplete, unclear, ambiguous or conflicting
requirements are
resolved.
8.3.4 Design and development controls
The University has applied controls to the design and
development
process to ensure that:
a) The results to be achieved are defined;
b) Reviews are conducted to evaluate the ability of the results
of
design and development to meet requirements;
c) Verification activities are conducted to ensure that the
design and
development outputs meet the input requirements;
d) Validation activities are conducted to ensure that the
resulting
products and services meet the requirements for the
specified
application or intended use;
e) Any necessary actions are taken on problems determined
during
reviews or verification and validation activities;
f) Documented information of these activities is retained.
8.3.5 Design and Development OutputsThe outputs from the
design/development process are documented in away that
verification against the design/development inputs is possible.
All output documents
are approved prior to offering of the courses.
8.3.6 Design and Development Changes8.3.6.1 Systematic reviews
of the design/development are conducted at
appropriate stages in order to evaluate the ability of the
design/development results to fully satisfy the requirements
and
to highlight any problems and agree on follow-up actions.Page 22
of 33
-
8.3.6.2 The staff involved in these design review includes
representatives of those departments concerned with the
stage
under review. Results of reviews and actions records are
documented appropriately.
8.3.6.3 Verification is performed to make certain that the
design/development output meets the inputs. Results and
subsequent actions are recorded.
8.3.6.4 Validation is performed according to planned
arrangements to
ascertain that the resultant product meets the requirements
intended.
8.3.6.5 Where applicable, this is completed before
implementation of
the product delivery to the customer but where this is not
practical then partial validation, to the extent it is
applicable, is
performed. Results of validation and subsequent actions are
recorded and maintained.
8.3.6.6 The design/development changes, including evaluation
of
effects on changes to component parts on product delivery,
are
identified, documented and controlled.
8.3.6.7 The changes are validated as required, and approved
before
being implemented. Results of change reviews and subsequent
actions are documented and records kept appropriately.
8.4 Control of externally provided processes, products and
services
8.4.1 GeneralThe University procurement processes ensure that
products or services which are
procured conform to the current Public Procurement and Asset
Disposal Act of 2015
and its regulations.
The University shall determine the controls to be applied to
externally provided
processes, products and services when:
a) the type and extent of control exercised are according to
the
aforementioned act.
Page 23 of 33
-
b) the University uses only those suppliers that are of adequate
quality to
sustain confidence in the products she provides.(as per
preocurement
procedures)
Page 24 of 33
-
8.4.2 Type and extent of control
ItistheUniversitypolicytoundertakeverificationofallpurchasedproductsonreceipt
oratthesupplier’spremises.Thecriteriausedduringinspectionshallbedependent
on the
purchase information provided and products specification
documents.
8.4.3 Information for external providersProcurement
documentation contains adequate information describing the product
being
purchased, including where appropriate the requirements for the
approval or qualification of
the product itself, the procedures and processes, equipment and
personnel, and QMS
requirements. All users ensure that specified requirements
contained in the purchasing
documents are adequate before they are released.
8.5 Production and Service Provision
8.5.1 Control of Production and Service Provision
8.5.1.1
TheUniversityplansandprovidesherproductsundercontrolledconditionsthat
include where applicable:
a) use of suitable equipment and technologies;
b) available information on product requirements e.g. Customer
needs;
c) availability of appropriate standards of product and
procedures/instructions;
d) availability and use of appropriate monitoring and measuring
devices;
e) implementation of monitoring and measuring activities.
8.5.1.2 Each department has documented the applicable controls
in the operating
procedures manuals.
8.5.1.3 The service processes whose output cannot be verified by
monitoring,
including any processes where faults or deficiencies may not
become apparent
untilaftertheresults,arevalidated.Validationisundertakentodemonstrate
the
capability of the processes to achieve the required results.
8.5.1.4
TheUniversityhasdefinedarrangementsforvalidationwherevalidationapplies,
which include criteria methodologies to be used, what records
are needed and
anyrevalidationrequirements.Thisisstatedanddocumentedappropriately
in the
respective department procedures manuals.
8.5.2 Identification and Traceability
Page 25 of 33
-
The University identifies her products appropriately throughout
Product Realization
by means which are suitable to the service. The status of the
result of service expected
with regard to monitoring and measuring requirements is
identified to the extent
possible or where it is appropriate and documented.
8.5.3 Property belonging to customers or external providers
8.5.3.1
TheUniversityexercisescarewithcustomer’spropertywhileitisunderher
control or being used.
8.5.3.2 Customer property is identified, verified, protected
and/or safeguarded as
appropriate. Should any customer property be damaged, lost or
used for any
other reason, the customer will be contacted, consent requested
and records
maintained.
8.5.4 PreservationThe University preserves the conformity of
products during internal processing and
delivery
totheintendeddestination.Thispreservationincludesidentification,handling,
packaging, storage and protection of materials such as
textbooks, and equipment.
8.5.5 Post-delivery
activitiesTheUniversityshallmeetrequirementsforpost-deliveryactivitiesassociatedwith
products and services.
Indeterminingtheextentofpost-deliveryactivitiesthatarerequired,theUniversity
shall consider;
a. Statutory and regulatory requirements
b. The potential and desired consequences associated with its
products and
services
c. The nature, use and intended lifetime of its products and
services
d. Customer requirements
e. Customer feedback
8.5.6 Control of changes
The University shall review and control changes for production
or service provision to
the extent necessary to ensure continuing conformity with
requirements.
The University shall retain documented information describing
the results of the review
of changes, the person(s)authorizing the change, and any
necessary actions arising
from the review.
8.6 Release of products and services
Page 26 of 33
-
The University shall implement planned arrangements, at
appropriate stages, to
verify that the product and service requirements have been
met.
The release of products and services to the customer shall not
proceed until the
planned arrangements have been satisfactorily completed, unless
otherwise
approved by a relevant authority and, as applicable, by the
customer.
The University shall retain documented information on the
release of products
and services. The documented information shall include:
a. Evidence of conformity with the acceptance criteria;
b. Traceability to the person(s) authorizing the release.
8.7 Control of nonconforming outputs
8.7.1 The University ensures that a product which does not
conform to product
requirements is identified and controlled to prevent its
unintended use or
delivery. The controls and related responsibilities and
authorities for dealing with
nonconforming products are defined in the Control of
Nonconforming Product
Procedure Number 4 in the Mandatory Procedures Manual.
8.7.2 In the case of a nonconformity directly involving the
customer, the University
shall provide for:
a) contingency plans,
b) transfer of the customer’s needs to other programmes,
c) development of improvement plans and agendas for subsequent
fiscal periods, and
appropriate strategies of conflict management.
9.0 Performance evaluation
9.1 Monitoring, Measurement, Analysis and Evaluation
9.1.1 General9.1.1.1
TheUniversityhasplansandimplementsmonitoring,measurement,analysisand
improvement processes needed to:
a) demonstrate conformity of the product,
b) ensure conformity of the QMS, and
c) continually improve the effectiveness of the QMS.
Page 27 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUAL
9.1.1.2 Monitoring and measurement shall allow the University to
demonstrate that
the
servicessheprovidesconsistentlymeettheneedsofhercustomers,andthather
QMS conforms to all relevant requirements.
9.1.1.1 As such, the effectiveness of the QMS shall be improved
continually in
accordance with the will of the customers. Monitoring and,
where
appropriate, measurement shall relate to the full range of
products provided
and the production/service provision processes within the
University.
9.1.1.2 Monitoring and measurement shall also relate to the QMS
processes,
including the policies and objectives established, which reflect
the
priorities of the University.
9.1.2 Customer satisfaction9.1.2.1 As one of the measurements of
the performance of the
QMS, the University monitors information relating
to customer perception as to whether the organization
has fulfilled customer requirements.
9.1.2.2 The methods used for the monitoring of customer
satisfaction shall be selected so as to provide meaning
full information regarding customer satisfaction as well
as their priorities. This information shall include suitable
indicators to demonstrate progress and trends in customer
satisfaction.
9.1.2.3 The University shall determine and implement
appropriate methods for acting upon the customer
satisfaction information, including communicating these
results to interested parties.
9.1.2.4 The monitoring and measurement of customer
satisfaction shall include:
a) Direct surveys of
customers, b) Focus
group meetings,
C) Customer communication records, and
D) Records from the complaints and complements and Suggestion
Boxes.
9.1.3 Analysis and evaluation
Page 28 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUAL9.1.3.1 The University
determines, collects and analyses
appropriate data to demonstrate the suitability and
effectiveness of the QMS and to evaluate where continual
improvement of the QMS can be made.
9.1.3.2 Wherever possible, the data shall be obtained from
information systems that already exist within the
University. These include:
a) Management Review data,
b) Information received from administrative personnel and
the
customer, c) Review of the service requirements,
d) Service performance
data, e) Supplier
evaluations,
f) Satisfaction surveys of customers and other interested
parties, g) Results of audits,
h) Monitoring and measurement at the beginning, during and at
the end of
processes, i) Service identification,
j) The verification and validation of the methods used for the
monitoring and
measurement, and
k) Information on non-conforming outputs.
9.2 Internal audit
The University shall conduct internal audits at planned
intervals.
9.2.1 The internal audit process provides the University with
information on the extent to which the QMS is meeting requirements
and its effectiveness
in meeting objectives and customer requirements.
9.2.2 The Top Management promotes a proactive internal audit
culture.
These quality management system audits are distinguished from
other
Internal audits typically performed in the University, such as
those which relate to use of public funds.
9.2.3 The University shall perform bi- annual internal quality
audit at planned intervals based on the relative importance of the
various services, Processes and functions, as well as any changes
and other concerns in
the processes and the performance of the QMS.
Page 29 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUAL9.2.4 A documented
procedure is established to define the steps involved in
the internal audits, including determining the audit
methodology, scope
and criteria that will be used and the reporting of audit
results.(Refer to
The Internal Audit Procedure in the Mandatory Procedures
Manual)
9.3 Management review
9.3.1 General
The University Top Management, Academic and Administrative Heads
of
Departments and other Section Heads shall review the QMS at
Management
Review Meetings. These reviews shall assess the continuing QMS
suitability,
adequacy and effectiveness.
9.3.2 Management review inputs
The Management Reviews shall assess opportunities for
improvement and
evaluate any needs for changes to the QMS, including changes to
the Quality
Policy and Quality Objectives.
The Management Review inputs as contained in clause 9.3.2 of
ISO9001:2015
shall form the agenda items for the review meeting.
9.3.3 Management ReviewOutputs
9.3.3.1Duringthese Review meetings, the management shall
identify
appropriate actions to be taken regarding the following
issues:
a) Opportunities for improvement;
b) Any need for changes to the quality management system;
c) Resource needs.
9.3.3.2 Responsibility for required actions is assigned to
members of the
Management
Review Team. Any decisions made during the meeting, assigned
actions, and their due dates shall be recorded in the minutes of
the
Management Review.
10 Improvement
10.1General
10.1.1
TheUniversityshallcontinuallyimproveherabilitytoconsistentlyprovide
conforming products. This shall be a systematic process
improvement through
Page 30 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUALthe involvement of all
personnel to identify the need for change and establish
improvement projects within their scope of activity.
10.1.2 In cases where there have been changes of
responsibilities and authority, the
improvement processes shall consider previous initiatives and
decisions in
order to assure the continuity, effectiveness and efficiency of
the products
provided.
10.1.3 Methods to identify potential improvements shall be based
on, but not limited
to the following information sources:
a) Internal evaluations of the understanding of the Quality
Policy by
University personnel,
b) Performance in the achievement of QualityObjectivesc) Process
performanceresults,
d) Inputs from customers and from other interested parties such
as,
government, and e) analysis of interactions with other local
authorities or with
other levels of
government.
10.1.4 The continual improvement process shall consider any
complaints
received from customers, the results of QMS audits and the
acceptance criteria
of the results. It shall also consider there source availability
required in order
that the improvements may come into effect.
10.2 Nonconformity and corrective action
10.2.1TheUniversity takes action to eliminate the cause of
non-conformities in order to
prevent recurrence. Corrective actions are appropriate to the
effects of the non-
conformities encountered. The procedure on Corrective Action in
the
Mandatory Procedures Manual defines requirements for:
a) Reviewing non-conformities (including customer
complaints), b) Determining the causes of
nonconformities,
c) Evaluating the need for action to ensure that nonconformities
do not
recur, d) Determining and implementing action needed,
e) Maintaining records of the results of action
taken, and f) Reviewing corrective action taken.
Page 31 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUAL10.2.2Analysis of
non-conformities is designed to identify the root causes of
non-
conformities before applying the corrective actions.
Nonconformities include
but are not limited to: a) Causes of non-conforming outputs,
b) Objectivesnot met,
c) Deviations from the University programmes and plans,
d) Unacceptable results from the review, verification,
validation and
modification of the design and development of the University
service,
e) Poorperformance rates,
f) Complaints of the customer and/or other identified
interested
parties, g) Unsatisfactory results of audits, and
h) Non-conformities identified in the monitoring and measurement
of
processes and services of the University.
The Corrective Actions shall be documented, recorded and
properly
communicated to ensure their effective implementation.
10.3 Continualimprovement
10.3.1The University shall continually improve her ability to
consistently provide
conforming products. This shall be a systematic process
improvement through
the involvement of all personnel to identify the need for change
and establish
improvement projects within their scope of activity.
10.3.2In cases where there have been changes of responsibilities
and authority, the
improvement processes shall consider previous initiatives and
decisions in
order to assure the continuity, effectiveness and efficiency of
the products
provided.
10.3.3 Methods to identify potential improvements shall be based
on, but not limited
to the following information sources:
a) Internal evaluations of the understanding of the Quality
Policy by University
personnel,
b) Performance in the achievement of Quality Objectives,
c) Process performance results,
d) Inputs from customers and from other interested parties such
as,government,and
e) Analysis of interactions with other local authorities or with
other levels of Government.
Page 32 of 33
-
QUALITYMANAGEMENT SYSTEM BASEDONISO 9001:2015
CURRICULUMIMPLEMENTATION PROCEDURESMANUAL
The continual improvement process shall consider any complaints
received from
customers, the results of QMS audits and the acceptance criteria
of the results. It shall
also consider the resource availability required in order that
the improvements may
come into effect.
Page 33 of 33
