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THE IMPACT OF ISO 9000 CERTIFICATION ON INTERNATIONALIZATION OF THE UNIVERSITY OF NAIROBI BY PATRICK OBONYO AGUTU A RESEARCH PROJECT SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION SCHOOL OF BUSINESS UNIVERSITY OF NAIROBI SEPTEMBER 2011
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ii DECLARATION This research project is my original work and has not been presented for examination in any other University Signature……………………………. Date……………………………….. PATRICK OBONYO AGUTU D61/75210/2009 This research project has been submitted for examination with my approval as University Supervisor. Signature……………………………. Date……………………………….. DR. JOHN YABS DEPARTMENT OF BUSINESS ADMINISTRATION SCHOOL OF BUSINESS UNIVERSITY OF NAIROBI
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iii ACKNOWLEDGEMENTS This Research Project has been made possible through the collective efforts of all my Lecturers at the University of Nairobi and my classmates with whom we have travelled in the continuing search for knowledge. I hereby acknowledge all their contributions. Special acknowledgement goes to my Supervisor Dr. John Yabs for his guidance and commitment for the completion of this project. I also acknowledge the Moderator Mr. E. Mududa and all the project Evaluators. I also acknowledge members of the University staff who provided valuable input to make the study possible. Special mention goes to Professor A. Mitema, Director, Centre for International Programs and Links, University of Nairobi.
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iv DEDICATION To my entire family for support and encouragement even when their social time had to be invested in this study.
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v ABSTRACT This study looks at the contribution of ISO 9000 in the Internalization process of the University of Nairobi. A case study approach was employed to gather data and provide the required information. ISO 9000 Certification continues to gain worldwide acceptance with over one million certifications to date. It has been described as representing a world consensus on standards with international participation of member bodies from countries all over the world. Implementation requires the commitment of resources in terms of personnel, finances and materials required to implement and sustain the quality management system. As resources are scarce with competing demands it is important to establish the accruing gains from implementing the system. The University of Nairobi obtained ISO Certification in the year 2008 and was subsequently recertified in July 2011 on completion of the initial three year certification period. As an institution that continues to undergo internationalization process as is the case with higher education institutions internationally, the contribution of quality standards to this process is important. In this study it was found that ISO 9000 is important especially with respect to Quality control, Corporate branding and image, International Grants funding, International programs and linkages and international student enrolment.