By: Mwanamvua Abdallah

Despite the nationwide financial challenges facing universities, the Technical University of Mombasa (TUM), under the leadership of Vice Chancellor Prof. Laila Abubakar, is making a significant impact by empowering its workforce, even with limited resources. The university's Human Resource department regularly organizes training to enhance staff skills, promoting professional growth and ensuring the delivery of high-quality, internationally recognized services to the public.

A recent example was a four-day training, from June 16-19, 2025, specifically for frontline staff. This program focused on vital skills such as the professional preparation, handling, and presentation of official documents (reports and meeting minutes), alongside fostering a customer-centric culture and reinforcing essential office etiquette. The training was expertly conducted by Dr. Scholastica Ratanya, a TUM Senior Lecturer and Chairperson of the Department of Business Administration.

Prof. Joseph Rasowo, Deputy Vice Chancellor for Administration, Finance, and Planning (AFP), officially opened the training, emphasizing its crucial timing. He noted that customers are now more informed about their rights and expectations, asserting that TUM must become a "game-changer" in service delivery, setting a new standard for others to emulate. Dr. Shivani Patel, Registrar Administration and Planning, also spoke, recognizing that such refresher courses directly improve output and service quality. She powerfully reminded the frontline staff of their direct influence: "Documents speak, but people speak louder.”