Service Operations Strategies and Operational Performance of Petroleum Companies in Kenya

Abstract

To have a competitive edge, petroleum companies must find the right combination of resources and strategies that enable them to stay ahead of their competitors. This study sought to investigate operation strategies and operational performance of Petroleum Companies in Kenya. The key points of focus were, first, to determine the specific operation strategies employed in these companies; and secondly, to evaluate their effect on operational performance of the organizations. A descriptive research design method was adopted where the sample population constituted major oil companies in Kenya. The mode of data collection was via questionnaires. Analysis and presentation of findings was based on the descriptive and inferential statistics computed. From the findings, it is evident that the dimensions of service operation strategies identified can positively influence operational performance if properly implemented. Consequently, my recommendations based on the findings are as follows, Petroleum firms in Kenya should establish appropriate back and front office service techniques to ensure there is more impact on operational performance. Secondly, I recommend that processes and workflow should be improved to ensure there is convenient flow of operations within petroleum companies. More resources should be devoted towards establishment of frameworks that will facilitate efficient processes and workflow in the organizations. I propose similar recommendations for information systems and customer participation. Details of all the findings and recommendations from the study are provided in this report.