Perception of Kenya Power and Lightning Company Employees Towards Business Process Management as Implemented by the Company During the Restructuring

Abstract

Kenya Power and Lighting Company(KPLC) is a limited liability company operating in Kenya, with the sole purpose of transmitting and distributing electrical energy to its customers. The Government of Kenya approved the restructuring of the company in the year 2000, and this was coordinated by a Restructuring Task Force`within the company working in collaboration with Price Water house Coopers a consultants in the new process arrangement which was essentially a Business Process Management arrangement de-centralization of services was realized through reduced levels of hierarchy in the management structure, thus making the customer's proximity to top-level management closer. The objective of this study was to determine the perception of Kenya Power and Lighting Company employees towards the new Process Management as implemented by the company during the restructuring. A questionnaire that dwelt on the various dimensions of Business Process Management was administered to 165 number sample of employees, in the process seeking their perceptions to the various dimensions of Business Process Management in relation to Kenya Power and Lighting Company at the time of restructuring. Data analysis was done using descriptive statistics by use of frequency tables, means of the various parameters as well as standard deviation...