The Role of Information and Communication Technology in Strategy Implementation at Jamii Telecommunications Limited in Kenya

Abstract

The evolution of technology influences significantly the business by changing business operations. ICT is also gaining popularity and are increasingly used in regular operations of many companies, ranging from start-ups to large corporations. The objective of this study was to determine the role of ICT in strategy implementation at Jamii Telecommunications Limited (JTL) in Kenya. The study was expected to be of value to different stakeholders, for instance, the management and employees of JTL, the government as a policy maker and to scholars in the strategic management field. The study adopted a case study design as it provided detailed information about the subject. It was deemed appropriate to help conduct an in-depth study on the subject matter. The study collected data from the 7 managers from major departments at JTL which included: Network Operation Center, ICT, Finance, Transport, Sales, Maintenance Call centre and Service Delivery. The collected data was analysed through content analysis and presented in prose. The study established that JTL had adopted various ICT tools for the various operational functions. The ICT tools included hardware components, software components, and communications components. The company had accrued a number of benefits from the adoption of ICT tools such as improved communication both internally and externally. ICT also supported business processes hence it enabled the company to cut costs, improve efficiency and also create relationship with their customers. The study also found out that ICT played a strategic role in JTL, integration of ICT to business strategy implementation had also improved operations and enhanced innovations, efficiency and cost benefits; and also facilitated innovations and quality customer service hence the company gaining competitive advantage. The study concludes that use of ICT tools had enhanced communication in JTL and building of relationships, and supported business processes. The study also concludes that ICT play in implementation of strategies in JTL. ICT played a strategic role in JTL by improving interactions with customers, fostering innovations, streamlining marketing strategies and delivering valuable business insight geared towards improving business revenues and bottom line. The study concludes that there were some challenges that JTL experienced challenges while integrating ICT with the business strategies. They included lack of adequate financial resources, lack of expertise and capacity to develop an effective strategic plan for ICT, and lack of effective governance structures. The study recommends that there is need for increased training of the staff on the use of ICT tools in the organization. ICT knowledge has been identified as a key determinant of ICT adoption and effective implementation. The study also recommends that the firms‟ management should commit more financial resources to support integration of IC into the business as well as for training and hiring skilled staff who can efficiently use the technologies in the organization to effectively implement the strategies.