Business process re-engineering and performance of public service commission, Kenya
| dc.contributor.author | Kariuki, Rose Njeri | |
| dc.date.accessioned | 2024-09-04T06:42:30Z | |
| dc.date.available | 2024-09-04T06:42:30Z | |
| dc.date.issued | 2023-12 | |
| dc.description | Business process re-engineering and performance of Public Service Commission, Kenya Kariuki Rose Njeri A research project submitted to the school of Businesses, economics and Tourism in partial fulfillment of the requirements for the award of degree of master of business administration (strategic management) of Kenyatta University, December 2023 Supervised Reuben Njuguna | |
| dc.description.abstract | The business environment in all industries is increasingly facing a host of challenges because of the rising customer expectations, globalization effects and technological advancements. Business process re-engineering (BPR) is a process based on a fundamental re-thinking and the radical re-designing of business processes with an aim of achieving rapid progress while focusing on service delivery, quality, cost reduction and the overall performance of an organization. The purpose of this study was analysing the BPR implementation and performance of Public Service Commission (PSC), Kenya. The objectives were: to examine the extent to which organizational structure, information technology, change management and employee training affects performance in the PSC, Kenya. The study was anchored on Resource Based View, Open Systems, Kurt Lewin’s Change Model and Dynamic Capabilities theories. The study employed a descriptive research approach, with questionnaires used to collect data and the data analysed using SPSS software. Both descriptive and inferential statistics were used in the analysis. 12 Top Management, 80 Senior Management 222 Technical Cadre and 98 Skill Operational Cadre. The sample size was 202 respondents. The researcher employed structured questionnaires as a means of collecting data from the study participants. The survey was pilot tested for reliability and validity. Twenty people, or 10% of the total sample size, were selected at random from the Commission's membership to fill out the surveys.The study found that organizational structure significantly effects changes in performance of PSC, Kenya. The study found that Information Technology significantly affects performance of PSC, Kenya. The study found that change management significantly affects organizational performance. The study concluded that employee training insignificantly affects performance of PSC, Kenya. The study findings concluded that knowledge, skills and ability obtained through training significantly affected productivity. The study demonstrated that the effective implementation of organization structure and change management played a significant role in the development of a valuable information technology system, leading to enhanced organizational performance. The study recommends that public sector organizations that intend to improve service delivery should drastically change the business processes since it will result to business process improvements and service delivery. The study recommends that it is imperative for top management in the public sector to maintain their support and dedication towards Business Process Reengineering (BPR) by effectively allocating and directing the required resources. The responsibility of coordinating training programs for officers engaged in national government functions at the county level should always lie with the County Human Resource Advisory Committee | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/28714 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Business process re-engineering and performance of public service commission, Kenya | |
| dc.type | Thesis |