Operations Modernization Strategies and Service Delivery Among Non-commercial State Owned Entities in Kenya

Abstract

Operations Modernization is key to the improvement of service delivery to a firm. Modernization strategies need to be put in place by firms to steer the firms into achieving excellence in service delivery. Service delivery entails speedy, cost effective and efficient way to ensure customer satisfaction. Use of effective operations modernization strategies by a firm enables the firm to be more efficient at delivering its services. Non-commercial state owned entities offer public services to Kenyan citizens. These entities are state funded and most of the services they offer are monopolistic in nature. The entities therefore tend to be less efficient in service delivery as they lack motivation to be competitive. Lack of the main competitive objectives of a firm do not apply to them: that is, profitability and threat from competitors. In order to achieve excellence in service delivery, the firms need to adopt strategies on operations modernization. The study will begin by understanding the concept of operations management, modernization strategies, service delivery, and non-commercial state owned entities in Kenya. Then examine how service delivery in non-commercial state owned entities are impacted. Review of literature of previous work done on the subject, collect and analyse data in order to draw a conclusion.