Business continuity planning, implementation and performance in Safaricom limited
Abstract
Business Continuity Planning (BCP) is a program which primarily assesses existing
operations, risks to these operations and the organizational preparedness incase this
operations are disrupted. It develops an integrated approach to ensure that critical
operations and processes continue to function after interruption e.g. due to an incident
or disaster. The purpose of this study was to evaluate Safaricom’s BCP process and its
performance and how it is related to the overall performance of its key services i.e.
M-PESA and M-Shwari, establish the challenges of implementing BCP at Safaricom
and establish the benefits of Safaricom's BCP process.The research design employed
in this study is descriptive case study of Safaricom the biggest telecommunications
company in Kenya. The study used both qualitative and quantitative data collection
methods. The study targeted a total of 37 employees in the company. Primary data
was collected using self administering questionnaires and one on one indepth
interviews. Data collected from this study was analysed with aid of Statistical
Package for Social Sciences (SPSS). The study found ou that BCP had been
successfully implemented at Safaricom for all key services which include M-PESA
and M-Shwari. Safaricom had benefited much from the implementation of BCP. The
study concluded that the steps for BCP process were followed at Safaricom. The
findings of this study could benefit not only Safaricom, but also other mobile service
providers. BCP process is found to be a critical function that involves many different
personnel and departments over multiple phases. Therefore the study recommends
that for entire BCP process to succeed the organization should include participation
from all levels of an organization, including an organization’s board of directors,
senior management, business and technology managers, and staff. Further research is
also recommended in the implementation of BCP for the other products especially on
Voice and data services. There is also need for further research extended to the other
mobile service providers.
Publisher
University of Nairobi