Browsing by Author "Muchemi, Anne"

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    Change Management Practices and Performance of the National Police Service in Uasin Gishu County, Kenya
    (IJCAB Publishing Group, 2020) Wakonyo, Elias Njoroge; Muchemi, Anne
    In order for implementation of change to be executed successfully in any organization, the human capital should, as a matter of necessity, accept and support the change. Change management practices support behavioral and organizational adjustments thus ensuring that change is accommodated and sustained in the organization. The National Police Service (NPS) faces a myriad of challenges today, pushing the Government to embark on a comprehensive transformational programme within the service with the aim of enhancing performance. With these security sector reforms in progress, successful implementation of change is necessary in order for the objectives of the change to be attained. Crime rate, public safety and efficient utilization of available police resources remain a major concern in the country, pointing out to the fact that the intended level of police performance is yet to be realized. This study purposed to investigate how the practices used to manage change can impact the delivery of services of the National Police Service in the County of Uasin Gishu. It used the descriptive and explanatory research design. Targeted population was 1,055 junior National Police officers in Uasin Gishu County. The sample comprised of 158 respondents. Structured questionnaires were employed as the main tool of data collection. Descriptive and inferential statistics were used to analyze the data collected. The findings indicate that employee involvement has a significant positive effect on performance of the National Police Service in Uasin Gishu, effective communication has a significant positive effect on performance of the National Police Service in Uasin Gishu and senior management support has a significant positive effect on performance of the National Police Service in Uasin Gishu County. The findings support the chaos theory theoretical foundation that a small change in organizational practices has the ability to result to huge changes in future outcomes. The recommendations are that the National Police service should involve employees in all stages of the reform process in order for successful change management implementation to be realized and improve performance. To ensure successful change implementation in the National Police Service, employees should be given enough time to share their ideas about change and there should also be effective communication on the objectives of the change. The management of the National Police Service should commit to the change process by leading the process and striving to help employees understand how the changes will affect them personally in order to minimize their anxiety and reduce resistance.
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    Customer Service Management Strategy and Service Delivery in Public Water Service Providers in Nakuru County, Kenya
    (International Journal of Research and Innovation in Social Science, 2023-12-20) Kairu, Andrew; Muchemi, Anne
    Service quality means the degree to which a service meets or exceeds the expectations of its customers especially the public water service providers which helps to improve the image of the organization. Improving access to water supply and proper sanitation is key to poverty elimination and achieving sustainable development goals. Yet, accessing water for many urban and rural poor individuals remain very poor in Nakuru County. The study sought to determine the effect of customer service management strategy on service delivery in public water service providers in Nakuru County, Kenya. The study was informed by Actor Network Theory. This study used explanatory research design and targeted population of 117 respondents from Nawassco, Naivawassco, Naruwassco water service provider companies in Nakuru. A census method was used to get the respondents. Primary data was collected using questionnaires where drop and pick method will be utilized. Results showed that respondents agreed that customer service management strategy influenced service delivery in public water service providers of Nakuru County, Kenya. Regression analysis showed that customer service management strategy influenced service delivery positively and significantly. The study concluded that customer service management strategy in public water service providers is crucial for ensuring customer satisfaction, managing reputation, maintaining service quality and reliability, efficient complaint handling, community engagement, continuous improvement, and regulatory compliance and recommended enhancement of the service structure in the public water service providers since by implementing an effective service structure, organizations can optimize their customer service operations, drive customer loyalty, and achieve competitiveness in the market.
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    Effect of Performance Management on Quality Service Delivery of National Government Administration Offices, Nakuru County, Kenya
    (IJPAMR, 2024) Ongere, Brian Mamboleo; Muchemi, Anne
    Despite the National Government Administrative Officers of Kenya making diligent efforts to address dissatisfaction with public services by revising their performance contracting policy, these attempts have consistently fallen short of meeting public expectations. The specific objective outlined below formed the basis of this research project: assessing the influence of performance management on quality service delivery of national government administration offices, Nakuru County Kenya. The Resource-Based View theory and SERVQUAL Model were the theories used in this study. This study used descriptive research approach. The 111 National Government Administration officers in Nakuru County were target population for this study. The research employed census technique in order to incorporate all individuals of the target group. Data collection was done using questionnaires, and the information obtained was quantitative in nature. The piloting process aided in enhancing the validity of the study instrument by identifying potentially confusing components and refining them. Cronbach's Alpha was utilized as an indicator of internal consistency. A pilot study was conducted in Nyamira County. A dependability threshold of values greater than 0.7 was employed. The data collected was predominantly quantitative in nature. The analysis of the quantitative data was performed using SPSS version 25 (Statistical Package for Social Sciences). The study encompassed both descriptive and inferential statistical techniques. Descriptive statistics involved the use of percentages, frequencies, measures of central tendency (mean), and measures of dispersion (standard deviation). The analysis of the study revealed a positive correlation between performance management and the quality service delivery of national government administration offices, Nakuru County Kenya with a Pearson correlation coefficient of r = 0.006 and a significance value of 0.959. Furthermore, a positive relationship was found between the effect of career development on quality service delivery of national government administration offices at Nakuru County, Kenya, with a correlation coefficient of r = 0.141 and a significance value of 0.205. Furthermore, a significant association was noted between effect of training on quality service delivery of national government administration offices Nakuru County Kenya (r = 0.332, sig-value = 0.002). Finally, there was a positive correlation between the effects of compensation on quality service delivery of national government administration offices Nakuru County Kenya (r = 0.248, sig-value = 0.024). Based on the findings, several conclusions were drawn: that majority of respondents believe that process inefficiencies can be identified by considering employee views on the accuracy and fairness of performance management procedures. The adoption of 360-degree feedback for performance monitoring might not effectively cover all essential components of an efficient performance. management system. The study concluded that the assertion that on-the-job training programs are more likely to enhance employee capability suggests that practical, hands-on learning experiences contribute significantly to skill development. This type of training is considered more effective compared to theoretical or classroom-based approaches. The study recommends that a similar study to be done on the influence of human resource policies on service delivery in Kenya. This study recommends that other researchers should explore on other sustainable Human Resource Management practices that can influence performance of organizations in the public service sector. Future studies could also explore the relative importance of human resources management practices across East African countries.
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    Factors affecting strategy implementation in social security organizations in Kenya: a case of the National Social Security Fund
    (2013-01-03) Gacheru, Caroline Wanjiru; Bett, S.K.; Muchemi, Anne; Kilika, James
    The current study is an assessment of the factors affecting strategy implementation in social security institutions. A case study ofNSSF was taken. Strategy implementation is an enigma in many companies. The problem is illustrated by the unsatisfying low success rate (only 10 to 30 percent) of intended strategies. The institutions objectives are somehow dissipated as the strategy moves into implementation and the initial momentum is lost before the expected benefits are realized. The objective of the current study is therefore to establish whether organizational structure, culture, leadership, resources and politics are affecting strategy implementation. The population of the study was 1660 employees of NSSF. Sampling targeted 10.4 percent of the total population of employees. Stratified random sampling was used to select the 173 employees from three strata namely, top management, middle management and unionisable employees. The study adopted a descriptive case study research design. Data was analyzed by the use of descriptive statistics and inferential analysis. Specifically, means, frequencies and percentages were used. Factor Analysis and Correlation analysis was used to extract the relevant factors and their relationship with strategy implementation. The findings were presented in tables, figures and graphs. Findings indicated that the organization leadership at NSSF is not effective and this may have led to poor strategy implementation. The culture at NSSF was not conducive for strategy implementation and this may have led to poor strategy implementation. The organization structure at NSSF was inconsistent with strategy implementation and this may have led to poor strategy implementation. The management of organization resources at NSSF is not effective and this may have led to poor strategy implementation. The organization politics at NSSF are not conducive for strategy implementation and this may have contributed to the poor implementation of strategy. The study suggests that the study should be replicated in the private sector institutions that deal with retirement savings. This would yield results for comparison between private and public institutions.
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    An Investigation of the Effects of the Alternative Business Channel Diversification Strategies on the Performance of Equity Bank Branches in Nyeri County
    (Kenyatta University, 2015-03-20) Karanja, Nyingi Daniel; Muchemi, Anne; Wambua, P.; Bett, Shadrack
    Use of technology and keeping track with updated technology enables an organization to compete favorably in the competitive market. Alternate business channels can give financial institutions superior competitive advantage. The study investigated the effects of the Alternative Business Channel diversification strategies on the performance of Equity Bank branches in Nyeri County. The study aimed at providing solution to problems that would prevent the use of Alternative Business Channels for the gain of superior market share.' Literature review was obtained from previous relevant research studies, scholarly journals, and academic books by several authors, existing theories and other relevant sources. The study adopted a census research design. The census population under study included twenty five (25) management staff and thirty (30) active Equity Bank agents making a total census population of 55. This study was carried out with the administration of questionnaires to the 55 respondents on a drop and later pick basis. Quantitative data was analyzed using measures of central tendency such as mean,mode and median. While qualitative data was analyzed using content analysis. Data was presented using tables, charts and graphs. The findings of this study indicated that all the channels under study affected the performance of Equity Bank in a positives manner. The findings indicated that ATMs to a very great extent, reduced congestion in the banking halls, enhanced convenience levels of the customers by offering 24/7 service and reduced operational cost of the bank. Another significant proportion of the respondents indicated that ATM' s increased revenue generation base and also enhanced the image of the bank. In regard to Eazzy 24/7 it was also found that Eazzy 24/7 encouraged many customers to make their own financial transactions instead of visiting the bank. This in turn enables the bank to gain competitive advantage in the market. The service was found to have created an additional income generating activity for the bank as well as expanding the banking platform to the current and potential customers of the bank. The study also found out that the role of agency banking was regarded highly by the customers as well as by the Equity Bank. It was found from the respondents that agency banking influenced the growth of Equity business by expanding its marketing base, enhanced service delivery, promoted customer outreach program and enhanced capacity utilization at Equity Bank branches. The findings from the study indicated that points of sale have contributed to generation of extra revenues to the bank. This adoption of technology in the banking sector was contributing to enhanced overall performance of the bank. The study therefore recommended that Equity Bank should continue to invest significantly in technology in order to reap from these numerous advantages. New software's, new processes, new products and bench marketing practices will continue to be of critical to the banking industry.
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    Outsourcing Human Resource Services and the Organizational Performance of Commercial Banks in Nakuru City, Kenya
    (International Journal of Management Studies and Social Science Research, 2023) Nafula, Neddy; Muchemi, Anne
    Kenyan commercial banks face significant challenges in terms of performance, particularly in relation to profitability, capital adequacy, asset quality and customer satisfaction. The Kenyan banking sector has experienced rapid growth over the past decade, but this has also led to increased competition and pressure on banks’ performance. This study established the effect of outsourcing human resource services and the organizational performance of commercial banks in Nakuru City, Kenya. The study was anchored on resource based view theory. The study used explanatory research design. Twenty eight (28) licensed commercial banks in Nakuru City were targeted. Purposive sampling was used to sample the branch managers, credit managers and operational managers in the twenty eight (28) licensed commercial banks in Nakuru City making a sample size of 84 respondents. Data was collected using structured questionnaires. Statistical Package for Social Sciences (SPSS) software aided in analysis of the quantitative data collected where analysis was conducted using both descriptive and inferential statistics. The results indicated that there was a positive and significant correlation between outsourcing human resource services (r=0.295, p=0.013) and performance of commercial banks. The regression results show a positive and significant effect of outsourcing human resource services (β = 0.041, Sig. = 0.046) on performance of commercial banks which implies that outsourcing HR services affects performance of commercial banks positively. The study concludes that the outsourcing HR services allows banks to tap into the expertise and specialized knowledge of HR service providers who have experience in managing these complex HR processes and recommends commercial banks in Nakuru City to outsource employee relations services since they can help maintain confidentiality and impartiality in sensitive employee-related matters.