Every individual has a role in realizing quality

Timothy Kipchumba (BBIT IV)

A commentary on quality by Timothy Kipchumba, a BBIT IV student."Creating a culture of continuous improvement" reads the University mission statement. The phrase refers to the personal contribution everybody can and should make to better quality in the University. Management, students, and staff - every member of Strathmore University fraternity - can make a personal contribution to quality.

The culture of continuous improvement involves continually challenging self, work practices and processes, the input and effort one gives. It begins with an individual's attitude. Japanese call it Kaizen. It is best captured by the maxim: Excellence is not a skill, it is an attitude.

What can we as individuals do to improve quality at the University?

Giving Feedback. If we take the initiative to give feedback for service we get, for a flaw we notice, we give the most contribution to quality. There is always an opportunity to give feedback and act on feedback. This can be in class, at the cashiers, at the dean's office, at the help desks, to the lecturers, at faculty level etc.

Personal discipline. If we care to get it right, we will definitely play a role towards getting the best for ourselves and the University. "Disciplining yourself to do what you know is right and important, although difficult is the highroad to pride, self-esteem, and personal satisfaction," Margaret Thatcher said.

Continuing learning improves our chances of continuous improvement. Toyota is famous for the learning enterprise model. They embrace the analogy "always empty cup ready to receive".

It is a funny thing about life; if you refuse to accept anything but the best, you will often get it.