Leaning the process of final certificate collection in tertiary institutions in Nigeria

Chianu Dibia, Ifechukwude Dibia

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Purpose - Education is the bedrock of every development. Therefore the quality of Education a people receive and the level of efficiency in the processes that leads to achieving this sound Education makes it a worthwhile venture. Tertiary Education in Nigeria has been fraught with a lot of challenges in the past two decades. The challenges range from poor funding to corruption from both external and internal administrators, and also from poor attitude to work to inefficient and sometimes mediocre processes in the institutions. This paper looks at the non-value adding activities and the customers’ view of the process of obtaining final Certificates in Public and Private Tertiary Institutions in Nigeria and proffers a Lean solution to the existing process.

Design/Methodology/Approach - This paper adopts a quantitative research approach using information generated from questionnaires returned from an extensive survey.

Findings - The findings show that the voice of the customer in this process does not matter to the administrators whose focus is on the non-value adding activities. The mostly unsatisfied customers (students) spend as much as 3 years waiting, dissipate so much energy and resources (worth NGN22,893 or more) in going through non-value adding activities within most administrative processes in Nigerian tertiary institutions. The findings also show that the process is broken but can actually be fixed if real effort is made to serve the customers (students) better.

Research limitations/implication - This paper is limited in terms of the methodology adopted, therefore to increase the validity of its findings, further research would be conducted involving a larger sample and inclusive of other research methods.

Originality/value - This paper provides a practical view of the customers’ voice in a process which affects both Public and Private owned Tertiary Institutions in Nigeria.
Original languageEnglish
Title of host publicationProceedings of the Fifth International Conference on Lean Six Sigma, Heriot Watt University, Edinburgh
PublisherHeriot Watt University
Number of pages16
ISBN (Print)0947997016, 978-0947997014
Publication statusPublished - 30 Jun 2014
EventFifth International Conference on Lean Six Sigma - Heriot Watt University, Edinburgh, United Kingdom
Duration: 30 Jun 20141 Jul 2014


ConferenceFifth International Conference on Lean Six Sigma
Country/TerritoryUnited Kingdom


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