Strategies for Improvement of Records Management in Enhancing Quality of Services in Institutions of Higher Learning: A Focus on Moi University, Kenya

Abstract

Public as well as private organizations are increasingly realizing that sound records management is linked to service delivery. However, Institutions of higher learning are yet to realize the role of records management to quality service delivery. This may be due to lack of policy frameworks on management, destruction of records and inadequate qualified staff among others. This makes success of such institutions impossible.  This paper aims at rolling out strategies towards improving management of records in institutions of higher learning to enhance quality services. Challenges are identified and ways and strategies for improvement of records management to enhance quality of services suggested for the Institution. The author utilized a comprehensive Service Quality Gap Model and the Records Continuum Model. Applying both qualitative and quantitative approach, data was collected through face to face interviews and questionnaires. The sample size was 78 respondents drawn from Moi University, Kenya. The study established that records management aspect is not well developed thus undermining quality service delivery. The study 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.

Keywords: Records management, Strategy, service delivery, quality management, higher learning institutions.