| dc.description.abstract | Business process outsourcing refers to an Organization that contract with another
company to provide services that might otherwise be performed by in-house employees.
Many large Organizations now outsource jobs such as call center services, Cleaning,
Security, e-mail services, and payroll. BPO involves business process management and
outsourcing. Business process management utilizes technology aimed at revamping the
process, trimming down unnecessary steps, and eliminating redundancies. The objective
of the study was to establish implementation challenges of BPO strategy at the Ministry
of Transport in Kenya. The researcher adopted a descriptive case design. The researcher
used both primary and secondary data. Primary data was collected using an interview
guide while the secondary data was mainly collected from periodicals, publications,
economic reviews, annual company accounts and commercial sources. The target
population comprised of the Senior Deputy Secretary, Senior Assistant Director SCM,
Office Superintendent, Chief Finance Officer, Principal Accounts Control and ICT
Assistant Director. Content analysis was used to analyze the data that is of qualitative
nature. Ministry of Transport has adopted Strategic Plan 2008-2012 with an aim of
reducing costs, improve operations, overcome lack of internal capabilities, keep up with
competitors, gain competitive advantage, improve capabilities and improve customer
service. The Kenyan public sectors especially the Ministry of Transport and other
Outsourcing Organization should use the study to benefit the organization by formulating
strategies to counter the challenges of BPO strategy and enhance successful
implementation of BPO. The government and policy makers should get insight from the
study in formulating policies regarding regulatory requirements of the Kenyan
outsourcing firms that will promote successful implementation of BPO in the
organization. The academicians should use that the study as a basis upon which further
studies on business process of outsourcing could be researched. The findings should
contribute to professional extension of existing knowledge in business processing
outsourcing by providing literature on challenges of BPO implementation, it would also
help the Government of Kenya to institute policies to streamline the outsourcing process
in the Public and Private sector so as to avoid the aforementioned challenges encountered
during the Outsourcing process. | en |
