| dc.description.abstract | The objective of this research was to establish the strategies to enhance Efficiency and
Effectiveness in service organizations through use of Case study of the TSC.
Effectiveness and efficiency sets the benchmarks of any competitive service in any firm.
It is through the competitive delivery that customers' needs and wants are met. Strategies
to increase effectiveness and efficiency therefore form the epicenter of any service
organization like the TSC.
An interview guide was used to facilitate personal and in-depth interviews of the TSC
Secretariat and a few secondary school teachers. This was to establish the strategies used
by TSC to enhance leadership and strategic planning, customer service offered and
market focus .Secondary data was gathered through library material, TSC journals and
reports, media publications and various internet search engines.
The study is intended to be of help to the TSC management, TSC employees and the
Teaching fraternity.
Stratified random sampling was used where a sample of 15 respondents was drawn from
the TSC secretariat and 50 were drawn from the teachers' population. Data was gathered
using questionnaires with closed ended questions. Descriptive statistics such as
percentages and cross tabulations were used. Based on the survey findings data,
descriptive statistics were provided as well as conditions of the findings and
recommendations.
Survey results revealed that management of TSC was not fully involved in the planning
and direction setting of the firm. These managers also did not fully review the
performance of the firm, setting of goals and in continuous improvement. It also showed
that external customers (teachers) were not fully satisfied with the services provided by
TSC. Complaints received by the organization are not acted on promptly.
Recommendations made include the enhancement of customer satisfaction, through the
TSC management increased commitment in the leadership activities that entail planning,
continuous improvement, reviewing the organization's performance and setting goals.
The management should also integrate values and expectations into the organization's
leadership and management systems, including how the organization continuously learns
and improves and addresses its responsibilities to its customers, stakeholders and
employees.
The study suggests that further research should be conducted on other service firms and
comparison of the results made to establish the major areas of dissatisfaction in the
service industry. | en |
