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MASENO UNIVERSITYISO 9001: 2008QUALITY MANUALNo. MSU/QMMASENO UNIVERSITYDocument No: MSU/QMRevision: 1Effective: 1 st November 2010Maseno University, Private Bag Maseno. 1Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMTable of ContentREVISION AND APPROVAL LOG 5QUALITY POLICY 6QUALITY OBJECTIVES 7MASENO UNIVERSITY IN BRIEF 8ORGANIZATION CHART 101. INTRODUCTION 111.1 General 111.2 Process Approach 111.3 Major General Processes 122. SCOPE 132.1 General 132.2 Application 133 NORMATIVE REFERENCE DOCUMENTS 144 TERMS AND DEFINITIONS 155 QUALITY MANAGEMENT SYSTEM 165.1 General Requirements 165.2 Documentation Requirements 165.2.1 General 165.2.2 Quality Manual 165.2.3 Control of Documents 175.2.4 Control of Records 176. MANAGEMENT RESPONSIBILITY 186.1 Management Commitment 186.2 Customer Focus 18Maseno University, Private Bag Maseno. 2Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM6.3 Quality Policy 186.4 Planning 186.4.1 Quality Objectives 186.4.2 Quality Management System Planning 186.5 Responsibility, Authority, and Communication. 196.5.1 Responsibility and Authority 196.5.2 Management Representative 196.5.3 Internal Communication 196.6 Management Review 196.6.1 General 196.6.2 Review Input 196.6.3 Review Output 207. RESOURCE MANAGEMENT 217.1 Provision of Resources 217.2 Human Resources 216.2.1 General 216.2.2 Competence, Awareness and Training 217.3 Infrastructure 217.4 Work Environment 218. PRODUCT REALIZATION 238.1 Planning for Product Realization 238.2 Customer-Related Processes 238.2.1 Determination of Requirements Related to the Service/Product 238.2.2 Review of Requirements Related to the Service/Product 238.2.3 Customer Communication 248.3 Design and Development 248.4 Purchasing 248.4.1 Purchasing Process 248.4.2 Purchasing Information 248.4.3 Verification of Purchased Products and Services 248.5 Production and Service Provision 258.5.1 Control of Production and Service Provision 258.5.2 Validation of Processes for Production and Service Provision 258.5.3 Identification & Traceability 258.5.4 Customer Property 258.5.5 Preservation of Product 25Maseno University, Private Bag Maseno. 3Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM8.6 Control of Monitoring and Evaluation Tools 269. MEASUREMENT, ANALYSIS AND IMPROVEMENT 279.1 General 279.2 Monitoring and Measurement 279.2.1 Customer Satisfaction 279.2.2 Internal Audit 279.2.3 Monitoring and Measurement of Processes 279.2.4 Monitoring and Measurement of Product 279.3 Control of Nonconforming Product 289.4 Analysis of Data 289.5 Improvement 289.5.1 Continual Improvement 289.5.2 Corrective Action 289.5.3 Preventive Action 29Maseno University, Private Bag Maseno. 4Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMRevision and Approval LogDateChanges01/11/2010 Reviewed Quality Policy01/11/2010 Inserted Quality Objectives01/11/2010 Inserted Brief History of Maseno University01/11/2010 Added Reference Documents01/11/2010 Expunged table of exclusionsAPPROVALSVice-Chancellor:Management Representative:Date: 1 st November 2010Maseno University, Private Bag Maseno. 5Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMQUALITY POLICY" Maseno University is committed to quality through teaching, research and development; providingon time services to foster and develop academic excellence in basic and applied research at all levelsof study by training practice oriented manpower, who can contribute effectively to social, intellectualand academic development in the community, the nation and the community of nations. TheUniversity is committed to communicating exhaustively with its customers, and internally with itsemployees, to continually improve its services, products, processes, methods, and the workenvironment to ensure each customer is receiving the highest quality service in compliance withstatutory and other regulatory requirements at the committed cost and on time. "In order to realize this commitment the University Management will monitor and review its quality performancefrom time to time through implementation of an effective quality management system based on ISO 9001:2008standard.Vice-Chancellor:Maseno University, Private Bag Maseno. 6Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMQUALITY MANAGEMENT OBJECTIVES1. To implement an effective quality management system based on ISO 9001:2008 by establishingprocedures to enhance access to quality university education and support undertaking of researchand development2. To strengthen linkages for community services, extension and outreach by offering timely servicethrough reaching out to the community using well thought out research and outreach programmes.3. To maintain efficient and effective communication between members of staff and universitycustomers to improve performance of internal administrative and institutional support structures4. To increase the income base to fund programmes and expand the physical infrastructure of theuniversity to facilitate provision of the highest quality service or product at committed cost and ontime.5. To continuously monitor and review performance of university structures and systems to ensurecontinual improvement of our services to our customers.Maseno University, Private Bag Maseno. 7Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALMASENO UNIVERSITY IN BRIEFNo. MSU/QMMaseno University’s history begun with the merging of Maseno Government Training Institute (GTI) with SiribaTeacher's Training College to form Maseno University College as a Constituent College of Moi University. Thisled to its subsequent gazetting in October 1990 crowning the two institutions’ several decades of meritoriousexistence. It became a full-fledged University 11 years later, in 2001.Maseno University currently has three Campuses, a College and a Constituent College. Siriba Campus andCollege Campus are both in Maseno Township 25km from Kisumu on the Busia road. The core activities andcentral administration of the University takes place on these two Campuses. The third Campus, City Campus,is located in Kisumu City Campus College, a College of Maseno University.Kisumu City Campus College (former City Campus) became a College of Maseno University in December2010. The College is within the Central Business District of Kisumu City and shall provide an opportunity fornew degree programs in Law and Architecture.Maseno University has continued to grow from its humble beginnings as a constituent College of MoiUniversity in the 1990s. The facilities to meet the growth in number of students and staff have continued to bea major challenge for the University due to its location in a rural environment. The University is alsostrategically placed within the Great Lakes Region. This is a region that has significant challenges andopportunities for socio-economic development. These challenges include endemic diseases and socio-politicalupheavals. On the other hand untapped minerals and a diversity of culture and language provide opportunitieswhich can be exploited for socio-economic development.Right from inception in February 2001 the University has made significant strides towards creating andmaintaining a functional environment in which academic and auxiliary activities take place with minimumdisruption. The single most important factor contributing to this success has been the nurturing of financialdiscipline which has been achieved through putting in place appropriate control systems, accountability andtransparencyMaseno University is looking forward to a much more orderly growth and expansion as the Institution positionsitself to be the “University of Choice” for both undergraduate and post-graduate students seeking selfactualizationin higher education. The University has restructured its programmes to embrace InformationTechnology (IT) in all disciplines. All Maseno University students are fully computer literate as they go out intothe job market.Maseno University, Private Bag Maseno. 8Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMThe University continues to focus on need: to design curricula that incorporate courses which can equip the students with the skills for self reliance; to have a planned university growth which does not unnecessarily duplicate the already existingprogrammes in other public universities; to restructure the existing courses to reduce compartmentalization; to evolve a university with unique characteristics.Our Core Values:Maseno University,Undertakes to being an equal opportunity institution,Commits to excellence and relevance,Dedicates itself to quality assurance in all its services, andEnsures integrity, transparency and accountability in all its dealings,Maseno University, Private Bag Maseno. 9Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALORGANIZATION CHARTNo. MSU/QMMaseno University, Private Bag Maseno. 10Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMINTRODUCTION 11.1 GeneralThis Quality Manual specifies requirements and policy for Maseno University used to address customersatisfaction, to meet customer and applicable regulatory requirements and to meet ISO 9001:2008requirements.1.2 Process ApproachMaseno University has adopted the process approach to quality management, as described in this manual.Figure A is a conceptual illustration of the process approach at Maseno UniversityContinual Improvement of the Quality ManagementSystemManagementResponsibilityCustomer RequirementsResourceManagementMeasurementAnalysis andImprovementCustomer SatisfactionINPUTProductRealizationOUTPUTMaseno University, Private Bag Maseno. 11Tel 0722203411

MASENO UNIVERSITY1.3 Major General ProcessesQUALITY MANUALNo. MSU/QMCONTINUAL IMPROVEMENT OF QUALITY MANAGEMENT SYSTEMTEACHING RESEARCH & EXTENSIONDVC A&FStaff Administration, FinancialServices, Procurement of good & Services,Transport Services, Legal affairs, Maintenance ofPlant & Equip, Security Services, PublicRelations, Staff Welfare, ICT ServicesINPUTSPROCESSESDVC AAAdmission of students, Management ofexaminations, Training Hotel, CurriculumDevelopment & Review, StudentsWelfare Services, Library Services,GraduationDVC PRESLinkages & Collaboration,Development of capital works, Farmservices, Central services, Qualitymanagement systems, Monitoringand EvaluationOUTPUTSQUALIFIED GRADUATESNote: Specific MASENO UNIVERSITY processes are described in level II and level III documentation.Maseno University, Private Bag Maseno. 12Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMSCOPE 22.1 GeneralThis document specifies requirements for a quality management system where Maseno University :a) Demonstrates its ability to provide consistent services and products that meets customer andapplicable regulatory requirements.b) Addresses customer satisfaction enhancement through the effective application of the system,including processes for continual improvement and the assurance of conformity to customer andapplicable regulatory requirements.2.2 ApplicationMaseno University engages in teaching, research, outreach and human resource development. The Universityhas no exclusions.Maseno University, Private Bag Maseno. 13Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMNORMATIVE REFERENCE DOCUMENTS 3Reference StandardsISO 9001:2008NOTE: Documents related to this manual include all procedures with the prefix “MSU/WWW/WW/OP/XX”,(where WWW - Division, WW – department, OP-operations procedures & XX – number) compulsory and workprocedures of QMS used in the organization.Maseno University, Private Bag Maseno. 14Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMTERMS AND DEFINITIONS 4NOTE: The terms used in this Manual describe the supply-chain are as follows:SUPPLIER ORGANIZATION CUSTOMERPRODUCT: Result of services, for example qualified graduatesSERVICE/PRODUCT: Same as Product, above.PRODUCTION: Act of producing a service or product whether on Maseno University premises or on acustomer site.OPERATIONS: Act of providing direction and support services to Production (see above). May also includeproduction in certain contexts.Maseno University, Private Bag Maseno. 15Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMQUALITY MANAGEMENT SYSTEM 55.1 General RequirementsMaseno University establishes, documents, implements, maintains and continually improves a qualitymanagement system in accordance with the requirements of ISO 9001:2008.To implement the quality management system, Maseno University:a) Identifies the processes needed for the quality management system and their applicationthroughout the University;b) Determines the sequence and interaction of these processes as shown in 1.3 Major GeneralProcesses;c) Determines criteria and methods required to ensure the effective operation and control of theseprocesses;d) Ensures the availability of resources and information necessary to support the operation andmonitoring of these processes;e) Monitors, measures and analyzes these processes, andf) Takes action necessary to achieve planned results and continual improvement.Maseno University manages all processes in accordance with the requirements of ISO 9001:2008.5.2 Documentation Requirements5.2.1 GeneralThe Quality Management System includes:a) Documented quality policy and objectivesb) Quality manualc) Documented Level II procedures as required by ISO 9001:2008d) Documents (Level II & Level III) needed to ensure the effective planning, operation, and controlof the processese) Records as required per MSU/MR/OP/02The extent of documentation is in accordance with the size of the University, types of activities, complexity ofprocesses and their interaction as well as the competence of personnel.5.2.2 Quality ManualThis quality manual has been established and maintained to include:a) The scope of the quality management system, including details and justification for anyexclusions, are identified in section 1.2 of this document;b) Reference to documented procedures made in this manual, at the end of each section;c) A description of the interaction between the processes of the quality management systemThis manual is maintained as a controlled document.Maseno University, Private Bag Maseno. 16Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM5.2.3 Control of DocumentsDocuments required for the quality management system are controlled as per MSU/MR/OP/01. Records are aspecial type of document and are controlled as per section 4.2.4. Documented procedure MSU/MR/OP/02 hasbeen established:a) To approve documents for adequacy prior to issue;b) To review, update as necessary and re-approve documents;c) To ensure that the changes and the current revision status of documents are identified;d) To ensure that relevant versions of applicable documents are available at points of use;e) To ensure that documents remain legible and readily identifiable;f) To ensure that documents of external origin are identified and their distribution controlled;g) To prevent the unintended use of obsolete documents, and to apply suitable identification tothem if they are retained for any purpose;h) Documents in the system prior to 30 th June 2008 are grandfathered as approved. Where nototherwise specified, the document effective date may be considered as five (5) days after theapproval date shown on the document.5.2.4 Control of RecordsAll records are kept as per Control of Records procedure MSU/MR/OP/02 to provide evidence of conformity tothe requirements and the effective operation of the quality management system. Records are to be legible,readily identifiable and retrievable. MSU/MR/OP/02 defines controls needed for the identification, storage,protection, retrieval, retention and disposition.Reference Documents:MSU/QM Quality ManualMSU/MR/OP/01 Control of DocumentsMSU/MR/OP/02 Control of RecordsMSU/MR/OP/03 Internal Quality AuditMSU/MR/OP/04 Non-Conforming productsMSU/MR/OP/05 Corrective ActionMSU/MR/OP/06 Preventive ActionsMSU/QMS/WP Work ProceduresMaseno University, Private Bag Maseno. 17Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMMANAGEMENT RESPONSIBILITY 66.1 Management CommitmentThe Vice-Chancellor provides evidence of commitment to the development and implementation of the qualitymanagement system by:a) Communicating to every associate at Maseno University the importance of meeting customer aswell as statutory and regulatory requirements. Several channels of communication will be usedincluding training, employee meetings, postings on website and bulletin boards, etc.; e.g.Message from Top Management on the ISO section of university website.b) Establishing our quality policy and quality objectives; (sections 5.3 & 5.4.1)c) Conducting management reviews; (section 5.6)d) Ensuring the availability of necessary resources by reviewing the workload6.2 Customer FocusThe Vice-Chancellor ensures that the customer needs and expectations are determined (procedureMSU/VC/PR/OP/01), converted into requirements, and met with the aim of achieving customer satisfaction,per section 7.2.1 and 8.2.1 of this manual.6.3 Quality PolicyThe Vice-Chancellor has defined and approved the University’s quality policy as shown in this manual. Thispolicy has considered the following:a) The need to be appropriate to the purpose of Maseno University;b) The need to include a commitment to meeting requirements and to continual improvement ofQMS;c) The need to provide a framework for establishing and reviewing quality objectives;d) The need to be communicated and understood within the University by training and posting onbulletin boards;e) The need to be reviewed annually for continuing suitability.The quality policy is a controlled document and is displayed on appropriate public locations in the University.6.4 Planning6.4.1 Quality ObjectivesBefore the start of each calendar year, the Vice-Chancellor reviews and approves the quality objectives toensure they are measurable and consistent with the quality policy and that they include the commitment tocontinual improvement. These quality objectives are established with input from employees and managers.Quality objectives are reviewed at Management Review meetings and updated if required.6.4.2 Quality Management System PlanningThe QMS Plan includes QMS Documentation, and Records. The Management Representative ensures thatchange is conducted in a controlled manner and that the integrity of the quality management system and itsobjectives are maintained during this change as per MSU/MR/OP/01Maseno University, Private Bag Maseno. 18Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM6.5 Responsibility, Authority, and Communication.6.5.1 Responsibility and AuthorityOur Organization Chart is described on page 8 of this manual. It identifies functions (and cross-functions)within Maseno University. The responsibility chart is posted within the University to communicate and facilitateeffective quality management. The Quality Manager is the Management Representative. Maseno Universityhas defined the detailed responsibilities in the form of job descriptions, which are maintained by the Registrar(Administration).6.5.2 Management RepresentativeThe Vice-Chancellor has appointed the Registrar Administration as the management representative who,irrespective of other responsibilities, has the responsibility and authority for:a) Ensuring that processes of the quality management system are established, implemented andmaintained;b) Reporting to top management on the performance of the quality management system, includingneeds for improvement;c) Ensuring the promotion of customer requirements throughout Maseno University.d) Acting as liaison with external parties on matters relating to the quality management system.6.5.3 Internal CommunicationThe Vice-Chancellor identifies communication processes (e.g., memos, e-mail, fixed and cell phones, otheroral communication, and employee meetings) to ensure communication is taking place regarding theeffectiveness of the quality management system. Urgent communications are handled through oralcommunication, cell phones, and e-mail. Management Review minutes, audit report summary, andperformance information are sent by e-mail to heads of department. Departmental meetings shall proffercommunication on the QMS and customer operating issues as well as improvement opportunities todepartmental staff.6.6 Management Review6.6.1 GeneralThe Management Representatives and Quality Management Secretariat review the quality managementsystem approximately every six months to ensure its continuing suitability, adequacy and effectiveness. Thereview includes assessing opportunities for improvement and the need for changes to the quality managementsystem. This shall be carried out through Quality management internal Audits as per MSU/MR/OP/03. Thereviews are recorded and maintained for three years, including quality policy and quality objectives.6.6.2 Review InputThe following input is reviewed:a) Audits results (third party, customer audits, regulatory audits, internal audits, special process &other audits);b) Feedback from customers (complaints, survey results, meeting minutes, issues resulting fromcustomer communications);c) Process performance and service/product conformity;d) Status of preventive and corrective actions;e) Follow-up actions from previous management reviews;f) Changes that could affect the quality management system;g) Any other recommendations for improvement;h) Input from employees;Maseno University, Private Bag Maseno. 19Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMi) Other inputs/comments from attendees6.6.3 Review Output6.6.3.1 The output from the management review is meeting minutes, which will include decisions and actionsrelated to the:(a) Improvement of the effectiveness of the quality management system and its processes;(b) Improvement of service/product related to customer requirements; and(c) Resource needs.6.6.3.2 The Management Representative will follow up on past due action itemsReference Documents:MSU/QM Quality ManualMSU/MR/OP/01 Control of DocumentsMSU/MR/OP/02 Control of RecordsMSU/MR/OP/03 Internal Quality AuditMSU/MR/OP/04 Non-Conforming productsMSU/MR/OP/05 Corrective ActionMSU/MR/OP/06 Preventive ActionsMSU/QMS/WP Work ProceduresMaseno University, Private Bag Maseno. 20Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMRESOURCE MANAGEMENT 77.1 Provision of ResourcesUniversity Management reviews resource needs regularly depending on operation workload. Theorganizational resources needed are provided to implement and maintain QMS and its effectiveness and alsoto enhance customer satisfaction.7.2 Human Resources7.2.1 GeneralPersonnel performing work affecting service/product quality shall be competent on the basis of applicableeducation, training, skills and experience.7.2.2 Competence, Awareness and Training (MSU/A&F/ADMIN/OP/01)The Deputy Vice Chancellors, Deans, Directors, Department Chairs and Section Heads at Maseno Universityshall:a) Identify competency needs for personnel performing activities affecting quality using jobdescriptions;b) Provide training or taking other actions (e.g., coaching, communication, reading) to satisfy theseneeds when training is required;c) Evaluate the effectiveness of the actions taken;d) Ensure that employees are aware of the relevance and importance of their activities and howthey contribute to the achievement of the quality objectives;e) Maintain appropriate records of education, training, skills and experience.7.3 InfrastructureThe University management (VC & DVC’s) determines, provides and maintains the infrastructure needed toachieve the conformity of service/product to requirements, including, as applicable:a) Buildings, workspace and associated utilities;b) Process equipment, (both hardware and software);c) Supporting services (such as transport and communication).d) Work environment7.4 Work EnvironmentThe Deputy Vice Chancellors determines and manages the work environment (e.g. facilities and supportingitems/services) and conducts a yearly audit to achieve service/product conformity to requirements. This auditincludes: (a) infrastructure, (b) health & safety, (c) housekeeping and (d) work ethicsReference Documents:MSU/QM Quality ManualMSU/MR/OP/01 Control of DocumentsMSU/MR/OP/02 Control of RecordsMSU/MR/OP/03 Internal Quality AuditMSU/MR/OP/04 Non-Conforming productsMSU/MR/OP/05 Corrective ActionMaseno University, Private Bag Maseno. 21Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMMSU/MR/OP/06 Preventive ActionsMSU/QMS/WP Work ProceduresMaseno University, Private Bag Maseno. 22Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMPRODUCT REALIZATION 88.1 Planning for Product RealizationMaseno University plans and develops the processes needed for service/product realization. Planning of theserealization processes is consistent with the other requirements of the Maseno University Quality ManagementSystem. In planning the processes for realization of service/product, Maseno University has determined thefollowing, as appropriate:a) Quality objectives and requirements for the service/product, section 5.4.1;b) The need to establish processes and documentation, and provide resources specific to theservice/product, section 6.1;c) Verification, validation, monitoring, inspection and test activities, specific to the service/productand the criteria for service/product acceptance;d) The records necessary to provide that the realization of the processes and resultingservice/product meets requirements.Note: Quality Management Documentations and service charter describes how the processes and resourcesof the quality management system are applied for a specific service/product.8.2 Customer-Related Processes8.2.1 Determination of Requirements Related to the Service/ProductMaseno University determines:a) Service/product requirements specified by the customer, including the requirements for deliveryb) Service/product requirements not specified by the customer but necessary for specified orintended use where known and; e.g in MSU/AA/OP/01c) Statutory and regulatory requirements related to the service/product;d) Any additional requirements determined by the organization.8.2.2 Review of Requirements Related to the Service/ProductMaseno University reviews the customer requirements MSU/VC/PR/01, MSU/AA/ACA/01, MSU/AA/ACA/02,MSU/AA/ACA/02, MSU/AA/OP/01 – Customer Related Processes. This review is conducted prior to thecommitment to supply a service/product to the customer (e.g. Development of appropriate curriculum beforeadmission of students:a) Service/product requirements are defined;b) Order requirements differing from those previously expressed (e.g. admission criterion) areresolved;c) Maseno University has the ability to meet defined requirements.The results of the review and subsequent follow-up actions are recorded (section 4.2.4). Whereservice/product requirements are changed, Maseno University ensures that relevant documentation isamended, and communicates any changes to relevant personnel to ensure they are made aware of thechanged requirements.Maseno University, Private Bag Maseno. 23Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM8.2.3 Customer CommunicationMaseno University determines and implements effective arrangements for communicating with customers inrelation to:a) Service/Product e.g Courses and degrees offered in our Faculties and Schoolsb) Inquiries, contracts or order handling, including amendments by Sales or Customer Service;c) Customer feedback, including customer complaints to Customer Service through MSU/VC/PR/018.3 Design and DevelopmentDesign & Development does not apply to calibration services. Normally, Maseno University does not designproduct for services. If service business needs to design product, Design & Development procedureMSU/PRES/PLANNING/OP/03 will be followed.8.4 Purchasing8.4.1 Purchasing ProcessMaseno University has established purchasing processes to ensure purchased product or service conforms torequirements. Maseno University:a) Evaluates and selects its suppliers based on their ability to supply product or service inaccordance with our requirements;b) Defines the type and extent of control to be exercised depending upon the type of product orservice (Major or Minor), the impact of purchased product or service on the quality of finalservice/product, and previously demonstrated capability and performance of vendors.The results of evaluations and necessary actions are maintained.8.4.2 Purchasing InformationPurchase Orders and other documents contain information describing the product to be purchased, includingwhere appropriate:a) Requirements for approval of product, procedures, processes, equipment, and personnelb) Quality management system requirements.Purchasing ensures the adequacy of specified requirements contained in the purchasing documents prior totheir release.8.4.3 Verification of Purchased Products and ServicesMaseno University identifies and implements plans and the activities necessary for verification of purchasedproduct. Where Maseno University or its customer proposes to perform verification activities at the supplier’spremises, we specify the intended verification arrangements and method of product release in the purchasinginformation.Maseno University, Private Bag Maseno. 24Tel 0722203411

MASENO UNIVERSITY8.5 Production and Service ProvisionQUALITY MANUALNo. MSU/QM8.5.1 Control of Production and Service ProvisionMaseno University controls production and service provisions per MSU/MR/OP/XX andMSU/WWW/WW/OP/XX (where WWW-Division, WW – department, XX-number) under controlled conditions.Controlled conditions include, as appropriate:a) The availability of information that describes the key characteristics of the service/product;b) The availability of work instructions, as necessary;c) The use of suitable equipment;d) The availability and use of monitoring and measurement devices;e) The implementation of monitoring and measurement;f) The implementation of defined processes for release, delivery and applicable post-deliveryactivities.8.5.2 Validation of Processes for Production and Service ProvisionMaseno University validates any production and service processes where the resulting output cannot beverified by subsequent measurement or monitoring. This includes any processes where deficiencies maybecome apparent only after the product is in use or the service has been delivered. Validation shalldemonstrate the ability of these processes to achieve planned results.Maseno University has defined arrangements for these processes that include the following, as applicable:a) Defined criteria for review and approval of the processes;b) Approval of equipment and qualification of personnel;c) Use of specific methods and procedures;d) Requirements for records;e) Re-validation.8.5.3 Identification & TraceabilityMaseno University identifies the product by suitable means and ensures traceability for example throughalumni association. Status is identified with respect to measurement and monitoring requirements fortraceability. Maseno University controls and records the unique identification of the product where traceabilityis a requirement.8.5.4 Customer PropertyCare will be exercised while customer property is under control of or being used by Maseno University, and istreated the same as purchased material. The management will identify, verify, protect and safeguard customerproperty (including intellectual property given in confidence) provided for use or incorporation into the product.Occurrence of any customer property that is lost, damaged or otherwise found to be unsuitable for use isrecorded and reported to the customer.8.5.5 Preservation of ProductMaseno University follows the appropriate methods/instructions to preserve product conformity to customerrequirements during internal processing and delivery to the intended destination. This includes identification,handling, packaging, storage and protection. Preservation also applies to the constituent parts of a product.Maseno University, Private Bag Maseno. 25Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM8.6 Control of Monitoring and Evaluation ToolsMaseno University identifies the measurements to be made as well as the monitoring and evaluation toolsrequired to assure service/product conformity to specified requirements (section 7.2.1). Monitoring andEvaluation tools used are controlled to ensure that measurement capability is consistent with the Monitoringand Evaluation requirements. Where applicable, Monitoring and Evaluation tools are:a) Reviewed periodically or prior to use, against tools traceable to international or nationalstandards; where no such standards exist, the basis used for measurement is recorded;b) Updated as necessary;c) Identified to enable measurement status to be determined;d) Safeguarded from changes that would invalidate the measurement resulte) Automated to have the results of their measurements recorded.f) Tracked to have the validity of previous results re-assessed if they are subsequently found to beout of track, and corrective action taken.Software used for Monitoring and Evaluation of specified requirements is validated prior to first use andreconfirmed as necessary.Reference Documents:MSU/QM Quality ManualMSU/MR/OP/01 Control of DocumentsMSU/MR/OP/02 Control of RecordsMSU/MR/OP/03 Internal Quality AuditMSU/MR/OP/04 Non-Conforming productsMSU/MR/OP/05 Corrective ActionMSU/MR/OP/06 Preventive ActionsMSU/QMS/WP Work ProceduresMaseno University, Private Bag Maseno. 26Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QMMEASUREMENT, ANALYSIS AND IMPROVEMENT 99.1 GeneralMaseno University defines, plans (section 7.1) and implements the monitoring, measurement, analysis, andimprovement processes needed to assure conformity and achieve continual improvement of theservice/product and the quality management system. This includes the determination of the need for, and useof, applicable methodologies including statistical techniques.9.2 Monitoring and Measurement9.2.1 Customer SatisfactionMaseno University monitors information relating to customer perception (as to whether we have met customerrequirements) as one of the measurements of performance of the quality management system. Themethodologies for obtaining and using this information are described in procedure MSU/VC/PR/01.9.2.2 Internal AuditMaseno University conducts internal audits every six months to determine whether the quality managementsystem conforms to the requirements of ISO 9001: 2008 and has been effectively implemented andmaintained.Maseno University develops the audit plan bi-annually, taking into consideration the status and importance ofthe activities and areas to be audited as well as the results of previous audits. The audit plan is revised aftereach audit and updated if needed. The audit criteria, scope, frequency and methods are defined. Audits areconducted by personnel other than those who perform the activity being audited. Procedure MSU/MR/OP/03 –Internal Audit identifies the responsibilities and requirements for conducting audits, recording results andreporting to management. Responsible managers take timely corrective action on deficiencies found duringthe audit. Follow-up actions include the verification of the implementation of corrective action, and thereporting of verification results.9.2.3 Monitoring and Measurement of ProcessesMaseno University applies suitable methods for monitoring and, where applicable, measurement of the qualitymanagement system processes. These methods will demonstrate the ability of the processes to achieveplanned results. When planned results are not achieved, correction and corrective action will be taken, asappropriate, to ensure conformity of the product.9.2.4 Monitoring and Measurement of ProductMaseno University measures and monitors the characteristics of the service/product to verify thatrequirements for the service/product are met. This is carried out as planned at appropriate stages of theservice/product realization process (section 7.1). Evidence of conformity with the acceptance criteria isdocumented. Records will indicate the authority responsible for release of service/product.Product release and service delivery will not proceed until all the specified activities have been satisfactorilycompleted, unless otherwise approved by the customer.Maseno University, Private Bag Maseno. 27Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM9.3 Control of Nonconforming ProductMaseno University ensures that service/product which does not conform to requirements is identified andcontrolled to prevent unintended use or delivery. These activities and responsibilities are defined indocumented procedure MSU/MR/OP/04 – Control of Nonconforming Product. Records of the nonconformitiesand actions taken are kept per MSU/MR/OP/02 Control of Records.Nonconforming service/product is corrected and subject to re-verification after correction to demonstrateconformity. When nonconforming product is detected after delivery or use has started, Maseno Universitytakes appropriate action regarding the consequences of the nonconformity.9.4 Analysis of DataMaseno University determines, collects and analyzes appropriate data to determine the suitability andeffectiveness of the quality management system and to identify improvements that can be made using thequality objectives and service charter. This includes data generated by monitoring and measurement activitiesand other relevant sources.Maseno University analyzes this data to provide information on:a) Customer satisfaction and/or dissatisfaction (section 8.2.1);b) Conformity to service/product requirements (section 7.2.1);c) Characteristics of trends of processes and service/products including opportunities for preventiveaction, andd) Suppliers.9.5 Improvement9.5.1 Continual ImprovementMaseno University improves the effectiveness of the quality management system through the use of thequality policy, objectives, audit results, analysis of data, corrective and preventive action and managementreview.9.5.2 Corrective ActionMaseno University takes corrective action to avoid and eliminate the cause of nonconformities in order toprevent recurrence. Corrective action is to be appropriate to the impact of the nonconformities encountered.The documented procedure for corrective action, MSU/MR/OP/05 - Corrective & Preventive Actions, definesrequirements for:a) Reviewing nonconformities (including customer complaints);b) Determining the causes of nonconformities;c) Evaluating the need for actions to ensure that nonconformities do not recur;d) Determining and implementing the corrective action needed;e) Recording results of action taken;f) Reviewing of corrective action taken.Maseno University, Private Bag Maseno. 28Tel 0722203411

MASENO UNIVERSITYQUALITY MANUALNo. MSU/QM9.5.3 Preventive ActionMaseno University identifies preventive action to avoid and eliminate the causes of potential nonconformitiesto prevent occurrence. Preventive actions taken are appropriate to the impact of the potential problems.The documented procedure for preventive action, MSU/MR/OP/06, defines requirements for:a) Determining potential nonconformities and their causes;b) Evaluating the need for action to prevent occurrence of nonconformities;c) Determining and implementing action needed;d) Recording results of action taken;e) Reviewing of preventive action taken.Reference Documents:MSU/QM Quality ManualMSU/MR/OP/01 Control of DocumentsMSU/MR/OP/02 Control of RecordsMSU/MR/OP/03 Internal Quality AuditMSU/MR/OP/04 Non-Conforming productsMSU/MR/OP/05 Corrective ActionMSU/MR/OP/06 Preventive ActionsMSU/QMS/WP Work ProceduresMaseno University, Private Bag Maseno. 29Tel 0722203411