CUEA Reinforces Shared Responsibility for Quality During Customer Service Week

By Judy simatwa, CUEA Gaba campus

As institutions across the country marked Customer Service Week from October 5 to 11, 2026, the Catholic University of Eastern Africa (CUEA), through its Internal Quality Auditors at the AMECEA Gaba Campus, conducted follow-up activities in sections audited between September 22 and 24, 2026.

The exercise underscored a key principle of the university’s Quality Management System, guided by ISO 9001:2015: quality is a shared responsibility that extends beyond the Quality Assurance office to every department and staff member.

The university emphasises that quality must be embedded in all its operations, including teaching and examinations, admissions, facilities management, procurement and student services. A shortcoming in any section can affect the institution’s overall performance and service delivery.

Under this approach, management provides leadership, heads of departments ensure compliance with established procedures, and every staff member is expected to uphold quality standards by doing things right the first time.

A key message from the exercise was the importance of proper documentation and adherence to procedures, captured in the reminder: “If it is not documented, it was not done. And if it was not done right, it affects us all.”

Staff and faculties were encouraged to move away from the perception that quality assurance is solely the responsibility of the Quality Assurance office and instead embrace individual accountability for maintaining standards across the university.

The message reinforced the university’s Internal Quality Assurance slogan: “Quality is Everybody’s Business. I am Quality. You are Quality. We are CUEA Quality.”

Through the follow-up activities, CUEA reaffirmed its commitment to fostering a quality culture in which every member of the university community contributes to continuous improvement, effective service delivery and institutional excellence.