Operations Strategy and Business Performance in the Mobile Phone Service Providers in Kenya
Abstract
Little research has been done on operations strategy employed in the mobile phone service
providers in Kenya and the link between operations strategy and business performance in the
organizations. The limited research that has been undertaken is deeply rooted in the business
sector and relates to the strategy development process. This study addressed this limitation.
The objective of this study was to establish operations strategy employed in the mobile
service providers in Kenya; establish business performance levels in the mobile service
providers in Kenya; and determine the relationship between operations strategy and business
performance in the mobile service providers in Kenya.The population comprised of all the
mobile phone service providers in Kenya, namely: Safaricom Limited, Airtel Networks Kenya
Limited, Orange Telkom Kenya Limited and Essar Telecom Kenya Limited.
All the four mobile phone service providers in Kenya were included in this study, hence the
study is a census. Questionnaire was used to collect data. Drop and pick method was used to
collect data. The benefit for using this method was that it was convenient for the respondents
to have ample time to fill it.The study established that operations strategy was used to a great
extent in all the four mobile service providers in Kenya. It was further realized that cost,
quality, flexibility and speed of provision of services affected business performance to a great
extent.
It emerged from the findings of the study that there is a link between operations strategy and
business performance among the four mobile phone service providers in Kenya. Operations
strategy was used to offer the companies improved business performance, more
loyalcustomers and an overall improvement of the business‟ standing in society. It was also
seen as a key determinant in shaping the future of the companies‟ in terms of business
continuity.
The study recommends that operations strategy should be formulated with business
performance in mind for mobile service providers in Kenya. The study also recommends that
relationship between operations strategy and business performance of mobile service
providers in Kenya should be enhanced to improve overall performance. The study finally
recommends thatorganizational synergy is needed to improve the relationship between
operations strategy and business performance.
Publisher
University of Nairobi