Strategic Plan Implementation and Service Delivery Atnational Hospital Insurance Fund (Nhif), Nairobi, Kenya

Abstract

The study sought to establish the link between strategic plan implementation and service delivery at National Hospital Insurance Fund. A case study research design was adopted from a single source which was NHIF. The target population for the study was 7senior management staff at NHIF. The study used both primary data and secondary data. Primary data was collected trough an interview guide which used face to face interviews. Secondary data sources used were previous documents or materials to supplement the data received from questionnaires. The study used an interview guide to collect qualitative data that was analysed through content analysis and then presented in pros form. The study concludes that leadership play a significant role in determining the organizational service delivery. The study also concludes that organization structure affects the service delivery at NHIF. The study also concludes that resource allocation has very important implications on the ability and pace of strategic plan implementation and hence service delivery. The study concludes that there are some challenges faced in the implementation of strategic plan at NHIF such as; lack of communication between the strategy formulators and the employees. The study recommended that the management should offer support to the department and employees responsible for the implementation of the plan. The management should also develop an organizational structure which is aligned to the new strategic plan so as to enhance service delivery. NHIF should hire competent employees that have the right skills, altitudes and capabilities to drive through the implementation of strategic plan process. The management should develop a good communication system to spread information to employees. The management team at NHIF should provide adequate resources which will see through the implementation process of the strategic plan.