Supply Chain Management and Service Delivery in Devolved Governments in Kenya: the Case of Makueni County

Abstract

Supply chain management (SCM) influences the time and quality of procured goods and services in an organization which has a bearing on the way that the organization interacts with its customers. Supply chain is an important element of organizational efficiency. It affects the way tasks are conducted towards the attainment of organizational objectives. A number of studies have been conducted on supply chain challenges and service delivery in organizations. The purpose of the study was to analyze supply chain management and service delivery in devolved units in Kenya using a case of Makueni County. This study was informed by two theories: The transaction costs theory and the Supply Chain Management/Systems Theory. This study adopted a descriptive research design. The study was concentrated on all the developed units in Makueni County (agriculture, transport, infrastructure, trade development and regulation, pre-primary education, health care and planning and development) as the target population. This study collected data using structured questionnaires, the primary data was collected through self-administered questionnaires. The study found out that information technology, value added process and management support had a positive influence on speed of service delivery. Information technology and value-added process had a positive influence on cost of service delivery. Information technology, value added process and management support had a positive influence on flexibility of service delivery. The study concludes that information technology had been partially implemented by the county government and had led to effective production and deliverance of services. Embracement of ICT had led to reduced time in serving clients enhancing better service delivery. The study established that county government had their own office spaces and vehicles. This led to cost saving in leasing the space and vehicles hence using the extra cost in investing on ICT. The study further concludes that the management held an average of 3 meetings per quarter year to establish the best course of action. The study recommends that the County Government of Makueni appreciates the way different aspects of supply chain influence delivery of services to citizens. The county government management ought to increase their budget on ICT implementation for better services delivery and for increased efficiency. The policy makers especially in the Ministry of devolution ought to influence the government in formulation and implementation of supply chain management in the county. Policy makers in the county government of Makueni ought to ensure that the staffs employed to work in their respective departments are competent enough to produce effective results. Policy makers ought to ensure that all of the offices have embraced the use of IT.