| dc.description.abstract | Strategic management practices are a combination of actions relating to strategic analysis,
formulation, implementation and monitoring in order to achieve some desired goals.
These actions are collective in nature and they offer support to managers and guide them
on how to keep in touch with the external environment by showing them certain critical
paths of development. Service delivery on the other hand is the act of providing services
to customers. It is imperative that these services meet the established standard of care in
terms of criteria and exhibit characteristics of being acceptable, accessible, available,
affordable and accommodative. The study was aimed at establishing the role of strategic
management practices on enhancing service delivery in the Judiciary of Kenya. The
research design that was used was a case study of the Milimani Law Courts. The
researcher used primary sources of data collection to conduct the study. The primary data
was collected using an interview guide which facilitated the interviewees into giving
more details about the research objective respectively. The interviewees of the study were
officers of the civil registry, judges and magistrates. The collected data was examined for
completeness and clarity and was analyzed using content analysis. The responses that
were generated by the interviewees were recorded and categorized in accordance with the
identified themes. The study established that the Judiciary had adopted different strategic
management practices which enhanced service delivery. The study ascertained that
Milimani law Courts undertakes situation and problem analysis as part of environmental
scanning practices. In terms of strategy formulation, the study established that the
judiciary had established a strategic direction with a clear vision, mission and core values
that facilitated the institution’s achievement of its strategic goals and objectives which
indeed enhanced the services it delivered. In implementation of the strategy, the study
established that Milimani Law Courts had a well established organization culture and
structure that enhanced service delivery. The study established further that despite the
fact that Milimani Law Courts developed good plans to facilitate the administration of
justice, there were challenges in their implementation that affected the quality of services
which the institution delivered with resources allocation by the judiciary and financial
capacity being cited to be insufficient. Another challenge was the shortage of judicial
officers. The study also established that Strategy evaluation was undertaken through
monitoring of the institution's Performance with technical capacity of some of the judicial
officers being cited as the major challenge in adopting these practices since they affected
the quality of the legal reports. The study concluded that the judiciary had adopted
different strategic management practices in pursuit of the institution’s mandate to provide
independent, accessible, fair and even responsive fora for dispute resolution and the
development of jurisprudence. The study further made recommendations for the
institution that were based on the findings. These recommendations included but are not
limited to; capacity building through training of the RHC and RLC at Milimani law
courts in order to improve their performance thus ensuring that justice is served
effectively and efficiently. | en_US |
