Kenyatta University
Office of the Deputy Vice-Chancellor (Academic)
Expression of Interest for Customer/ Students Satisfaction
Introduction
Kenyatta University is a learning institution with a student population of 27, 307 (twenty seven thousand three hundred and seven) in Main, Parklands, Ruiru, Kitui, Mombasa, Nairobi City Centre, Nyeri and Kericho campuses. Programmes are offered under Open and Distant Learning, Holiday, Part time and Fulltime (Regular) modes of study.
The University wishes to engage the services of a consultancy firm to undertake a survey on customer satisfaction.
Objective
The objective of this survey will be to establish student satisfaction levels in the areas listed under Scope of Work in order to improve University services.
Scope of Work
The assignment will cover a sample of all students of Kenyatta University in all its campuses.
Specifically the consultancy firm will carry out:
A Students Satisfaction Survey to assess how they rate:
- Responses to Enquiries on admission, registration, fees balances and_examination results. Response timeliness and politeness by staff on admission, registration, fees balances and examination results in schools and departments.
- Recruitment/Admission: Courses offered, Level of advertisement of programmes and handling of application forms including timeliness, clarity and completeness of admission letters.
- Registration: Organization of registration process, fees payment and adequacy of information. Arrangement of units per level and clarity and adequacy of information from schools and departments on courses offered.
- Orientation: Orientation programme and process, adequacy and clarity of information offered during orientation and useful of orientation programme.
- Tuition/Teaching e.g. Relevance, adequacy and clarity of unit content, timeliness on coverage/ completion of tuition. Course outlines for units, Timetables._Lecturer's punctuality, competence, preparedness, friendliness, presentation and presentation skills/strategies of the lecturers. Affiliation to teaching departments/schools.
- Assessment i.e. Quality depth, relevance, promptness, preparation, adequacy, of administration of continuous assessment and feedback. Timeliness of Assessment Results.
- Support Systems such as Library services, Laboratories, Academic Advisory Services, Special needs, Co-curriculum activities, Graduation, Security on Campus and Students' Union
Expected Output
- An assessment report with recommendations will be expected at the end of the assignment.
Qualifications
The assignment requires the services of a consultancy firm with a mix of skills with relevant experience in Human Resource Management, Customer Care and Research. Specifically the Team Leader must have at least a Master's Degree in Statistics and/or Economics. All other Team Leaders must have at least a first degree.
Interested consulting firms with the relevant qualifications and experience in conducting surveys are hereby invited to submit their Expression of Interest. Consultants should also provide the followings:
- Relevant experience related to the assignment, track record and financial capability.
- Evidence of related jobs in the last three years.
- Qualifications and competence of key staff proposed for the assignment.
- Experience of key staff related to the assignment.
Interested consulting firms may write in confidence, giving the profiles of their firms' staff, evidence of experience and other relevant documents, in a plain sealed envelope clearly marked; "Expression of Interest for Conducting customer Satisfaction Survey" Kenyatta University should be delivered/addressed so as to reach the undersigned on or before 29th April 2010.
Or placed in Tender Box at the Main Administration Block at the Reception Desk.
Opening of Expression of Interest documents will take place at the University Boardroom in the presence of consultants who choose to attend on a date to be communicated to the applicants.
The Deputy Vice-Chancellor (Finance, Planning & Development)
Kenyatta University
P.O. Box 43844 - 00100 GPO
Nairobi
Committed to Creativity, Excellence & Self-Reliance
