Impact of Implementation of Feeder Based Business Unit as an Operations Strategy on Performance in Kenya Power and Lighting Company, Kisumu County, Kenya

Abstract

Operations strategy is implemented in order to improve the performance of the operations. The objective of this study was to determine the impact of implementation of Feeder Based Business Unit as an Operations strategy on performance in Kenya Power and Lighting Company, Kisumu County. This was a case study and data was gathered through conducting face to face interviews and documents to verify the information gathered from interviews. Data from primary sources was collected through use of an interview guide and secondary data was collected using a secondary data collection form. The target number for the interviews was six but five interviewees were interviewed which represents 83% response rate. The data analysis method used for the primary data was content analysis and the secondary data was analyzed through use of the paired t-test method to determine statistical significance. The study found that after implementation of the Feeder Based Business Unit as an Operations strategy the number of breakdowns and the response time to customer complaints reduced, however, the data on number of customer complaints was not broken down to county level and therefore it was not analyzed, the major challenge to implementation of the strategy was inadequate human resources, vehicles, tools and equipment, the study also found out that challenges had been addressed through formal appointment of Feeder Based Business In-Charges, provision of resources though still not adequate, regular meetings to brief employees. The study concludes that there is a positive impact between the implementation of the Feeder Based Business Unit as an Operations strategy and performance in Kenya Power and Lighting Company, Kisumu County since the number of breakdowns reduced and the improvement was statistically significant from the observed data, the computed value of while the tabulated value . The response time to breakdowns also reduced though the improvement was not statistically significantfrom the observed data, the computed value of while the tabulated value . The study recommends continuous monitoring of customer complaints in order to improve customer experience, provision of adequate resources to support the implemented strategy, effective communication to all employees when a new strategy is implemented and employee involvement. The study suggests that further research be conducted on the impact of implementation of the Feeder Based Business Unit as an Operations strategy in other counties of Kenya Power and Lighting Company so as to get representative information from many interviewees since this research focused on Kisumu County only