Strategies to enhance efficiency and effectiveness in service organisations: a case study of Teachers Service Commission
Mutembei, Dorine K
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The objective of this research was to establish the strategies to enhance Efficiency and Effectiveness in service organizations through use of Case study of the TSC. Effectiveness and efficiency sets the benchmarks of any competitive service in any firm. It is through the competitive delivery that customers' needs and wants are met. Strategies to increase effectiveness and efficiency therefore form the epicenter of any service organization like the TSC. An interview guide was used to facilitate personal and in-depth interviews of the TSC Secretariat and a few secondary school teachers. This was to establish the strategies used by TSC to enhance leadership and strategic planning, customer service offered and market focus .Secondary data was gathered through library material, TSC journals and reports, media publications and various internet search engines. The study is intended to be of help to the TSC management, TSC employees and the Teaching fraternity. Stratified random sampling was used where a sample of 15 respondents was drawn from the TSC secretariat and 50 were drawn from the teachers' population. Data was gathered using questionnaires with closed ended questions. Descriptive statistics such as percentages and cross tabulations were used. Based on the survey findings data, descriptive statistics were provided as well as conditions of the findings and recommendations. Survey results revealed that management of TSC was not fully involved in the planning and direction setting of the firm. These managers also did not fully review the performance of the firm, setting of goals and in continuous improvement. It also showed that external customers (teachers) were not fully satisfied with the services provided by TSC. Complaints received by the organization are not acted on promptly. Recommendations made include the enhancement of customer satisfaction, through the TSC management increased commitment in the leadership activities that entail planning, continuous improvement, reviewing the organization's performance and setting goals. The management should also integrate values and expectations into the organization's leadership and management systems, including how the organization continuously learns and improves and addresses its responsibilities to its customers, stakeholders and employees. The study suggests that further research should be conducted on other service firms and comparison of the results made to establish the major areas of dissatisfaction in the service industry.