The Challenges Of Implementation Of The Balanced Scorecard Strategy At Safaricom Kenya Limited
Abstract
The purpose of this study was to find out the challenges of implementation of the
balanced scorecard at Safaricom Kenya limited. The objective of the study was to find
out the challenges faced by Safaricom Company in the BSC strategy implementation,
how these challenges were overcome and the benefits of the BSC in the organization. To
achieve this objective, a case study design was used where qualitative data was collected
and analyzed in order to provide useful information as well as recommendations for
further studies. In pursuit of its strategic objective, that is, to be a leader in provision of
comprehensive range of telecommunication services under one roof: mobile and fixed
voice as well as data services on a variety of platforms, Safaricom Company has
incorporated the BSC in implementation of its strategies. There were commendable
efforts to solve challenges during implementation of the BSC strategy. The findings show
there were commendable efforts to solve challenges during implementation of the BSC
strategy. The implementation process included all members. Continuous training and
development and monitoring of the activities to analyze the progress of the
implementation process were also noted. With change comes resistance which can be
detrimental if it is not handled properly. Training and development is vital for growth,
transition and adaptation of new business processes. The support for innovation also
gives a competitive edge. Good leadership also proves an important factor in the success
of strategy implementation. It is also important that communication be both from top to
bottom and from bottom to top. Communicating the progress of the implementation
process ensures that good behavior is encouraged and is consistent with the strategy in
pursuit of its strategic objective. Challenges to effective strategy implementation research
areas have been widely embraced in the developing countries. Given that this study only
covered challenges of the balanced scorecard that affect strategy implementation process
at Safaricom, a telecommunication company in the private sector, studies need to be done
on challenges of the implementation of the balanced scorecard for organizations in the
public sector.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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