Purpose – The purpose of this paper is to present the experience and impact of implementing the ISO 9001: 2008 Standard at the University of Nairobi, in relation to effectiveness on service delivery, operational performance, automation, implementation challenges and related emerging issues. Design/methodology/approach – The paper adopted a case study design approach based on qualitative analysis of internal audit reports, internal surveys and feedback, surveillance audits conducted by the certifying body, and rankings by external bodies, over a period of seven years. Findings – Significant achievements have been realized with regard to institutionalization of quality into the university processes, work environment, documentation and record management, customer satisfaction, infrastructure and facilities, use of ICT as a prime mover of performance improvement, and ranking of the university. Opportunities for improvement as well as critical success factors are presented. Practical implications – The paper reports successes that may encourage other institutions of higher learning that are not certified to implement Quality Management Systems (QMSs) according to ISO 9001 Standard by focusing on specific factors. Originality/value – This paper shows how an ISO 9001 certified QMS can improve internal institutional practices and avoid frequently experienced drawbacks.

Purpose – Savings and Credit Cooperatives (SACCOs) in developing countries require core banking Management Information Systems (MISs) to run their business, serve their clients and provide differentiated products and services to gain competitive advantage. Considering that SACCOs in Kenya lack the necessary resources to acquire the best information systems, the purpose of this paper is to evaluate MISs currently in use in the SACCO subsector to determine how well they are serving. Design/methodology/approach – Using the ISO/IEC 25010 Software Product Quality Model, the quality of MISs operated by 215 Deposit-Taking SACCOs in the Kenya was evaluated to determine their level of performance. Findings – The results indicated that the MISs currently in use by the SACCOs serve them well in terms of functionality, efficiency, reliability, ease of use and portability. However, vendor support, technical training and implementation process are a big concern to the SACCOs. Practical implications – The SACCOs in Kenya need not look for other MISs as the ones in use satisfied the condition required by the ISO/IEC 25010 Software Product Quality Model. The areas that require attention are vendor support services by entering into contracts technical training and service level agreement; and good project management in software implementation. Originality/value – The research addresses itself to one of the biggest setbacks faced by a fast growing subsector in adopting ICT with limited capacity and infrastructure.

Purpose There has been a high rate of failure among the Living Labs in Kenya resulting in the expected outcomes not fully realized. This paper aims to assess the sustainability of Living Labs in Kenya. Design/methodology/approach Based on the four capital method of sustainable development evaluation framework, data were collected through interviews and questionnaires from innovators, users and employees among the 25 living labs in Kenya. Findings The research found that some innovators are not familiar with the living labs, the living labs are innovative and prepared to survive in future, some labs have strategic plans on how to pursue future environment and have developed ways of choosing right people to incubate, inability to get enough funding from the host organizations and limited knowledge on the supervision level of the operations. A model is proposed that can be generalized to other living labs in developing countries. Research limitations/implications The study was done in Nairobi where most of the living labs are situated. Practical implications The study concludes by emphasizing on the user involvement during innovation process. There is need to expand the capacities of living labs to accommodate more people to ensure more innovations are supported at a time. The senior managers in charge of the living labs should increase the level of supervision to ensure that the labs are effective in their incubation efforts and institutionalize support of the host organization to the labs to ensure continued growth and expansion. Originality/value The findings of this study are of value to research community, the decision and policymakers as it seeks to document the current status of the living labs in the Kenya

Purpose The purpose of this paper is to determine the status, drivers, and barriers to data governance at the health professional regulatory authorities in Kenya. This study aims to develop a model that can be used to establish a formal data governance program at these regulatory authorities. Design/methodology/approach This study used data governance decision areas based on the study of Khatri and Brown (2010). Qualitative and quantitative research methods were used in this study to collect data. Findings This paper identified maintenance of quality of data, achieving customer satisfaction, ensuring data security and control, and achieving operational efficiency as the drivers of data governance at the regulatory authorities. The authorities are faced with lack of data governance awareness, lack of management ownership and support, as well as limited funding and resource allocations as barriers to data governance. This study proposed that for the authorities to increase their data governance, they need to identify their data as an asset, initiate more data quality management mechanism, restrict access to their data, create awareness, and increase management, ownership and support. Practical implications A data governance program for healthcare workforce data is necessary for healthcare planning which influences national policy in the healthcare and the overall delivery of health services in a country. Originality/value The paper proposes a model that health professional regulators in developing countries that are facing limited resources can be used to establish a formal data governance program.

There is a general consensus that governments, businesses and all individuals need to harness the power of Information and Communication Technology (ICT) and ICT enabled services for wider access and improved welfare standards. The requirements of MFI clients in regard to electronic banking (e- banking) have received limited attention in the reviewed literature. In Kenya, little is known and understood about the customers' requirements with emergence of e-banking. In this paper, the authors investigate the MFIs clients' e-banking requirements to align with the MFIs preparedness for sustainable success. Besides, it narrows the digital divide in provision of financial services to Kenyans. Findings from this study indicate that in Kenya, MFI clients are ready for e-banking. The paper finally recommends some possible solutions that MFIs could embrace towards successful implementation of e-banking.