Browsing by Author "Ndiritu, Doris"

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    Strategic Management Practices and Organizational Performance of Business Process Outsourcing Companies in Nairobi City County, Kenya
    (Kenyatta University, 2025-05) Ndiritu, Doris
    Business process outsourcing is becoming integral in the modern era where businesses lay more emphasis on principal functions amid competing needs. To ensure effective flow of other operations, companies opt to outsource on-core activities such as marketing, customer relationship management, recruitment and selection, supply chain management among other operations. This has seen a surge in business process outsourcing companies, which are the companies offering the outsourced services. The performance of these companies however has been declining, despite the growing market. This therefore motivated this study that sought to assess the effect of strategic management practices on performance of Business Process Outsourcing entities in Nairobi County, Kenya. Specifically, this study sought to evaluate the effect of strategic leadership on performance of business process outsourcing organizations in Nairobi County, Kenya, to examine the effect of strategic planning on performance of business process outsourcing organizations in Nairobi County, to determine the effect of resource mobilization on performance of business process outsourcing organizations in Nairobi County, and to evaluate the effect of strategic corporate culture alignment on performance of business process outsourcing organizations in Nairobi County, Kenya. The study was anchored on path-goal theory, strategic choice framework, Durkhem’s culture theory, Resource dependence theory, and the balanced scorecard model. This study utilized descriptive approach (design) and it targeted 1257 employees drawn from the 118 business process outsourcing companies in Nairobi County. Using sampling formula, the study sampled 113 respondents. A questionnaire was utilized to obtain data, which was pilot-tested using 12 participants drawn from business process outsourcing companies in Kiambu and Machakos Counties prior to administration to the respondents. Reliability test using Cronbach’s alpha at a 0.70 threshold and face validity, content validity and construct validity tests were carried out and the results established that the questionnaire was reliable and valid. The obtained data was analysed using SPSS version 27, where descriptive and inferential statistics were utilized. Outcomes attained from this assessment were captured through embrace of frequency tables and charts. It was evident that strategic leadership significantly and positively influenced continued success among Kenya’s business process outsourcing companies (β = 0.303; P=0.000<0.05). The findings further revealed that strategic planning significantly and positively influenced performance of business process outsourcing companies in Kenya (β = 0.212; P=0.007<0.05). Resource mobilization was also found to significantly and positively influence the success among business process outsourcing companies in Kenya (β = 0.214; P=0.006<0.05). On Strategic culture alignment, the findings revealed that aligning the organizational culture with the strategic goals of the organization significantly and positively influenced performance of business process outsourcing companies in Kenya (β = 0.232; P=0.015<0.05). The study concluded that strategic management practices had not been effectively embraced among most of the business process outsourcing companies, and this affected their performance. The study recommended that there is need for the business process outsourcing companies to integrate key strategic management practices including embrace of strategic leadership, strategic planning and resource mobilization so as to enhance their performance.
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    Strategic Management Practices and Organizational Performance of Business Process Outsourcing Companies in Nairobi County, Kenya.
    (Journal of Economic, Accounting and Management, 2025-03) Ndiritu, Doris; Anyieni, Abel
    Purpose the study sought to assess the effect of strategic management practices on performance of Business Process Outsourcing entities based in Nairobi County, Kenya. This was motivated by decreasing performance and growth of BPOs, despite the growing demand of outsourced services by local and international corporates. Methodology this study utilized descriptive research design and it targeted 1257 employees drawn from the 118 business process outsourcing companies in Nairobi County. Using sampling formula, the study sampled 113 respondents. A questionnaire was utilized to obtain data, which was analysed using descriptive and inferential statistics. Results, The findings revealed that strategic leadership, strategic planning, resource mobilization, and strategic culture alignment although not effectively upheld by most of the surveyed BPOs were significant in stimulating the performance of the BPOs. Practical Implications for Economic Growth and Development, While it is evident that business process outsourcing is essential in steering growth and efficiency in other sectors, the BPOs have not been performing well, exposing the overall economy as their downfall would see loss of jobs and decline on government revenue. It is therefore essential for the managers of the BPOs to proactively integrate strategic management practices to adequately and rapidly respond to changes external environment thus steering their continued performance