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.