Customer Quality Focus And Operational Performance Of Kenyan Government Owned Entities
Government Owned Entities in Kenya are constantly in the battle for improving their operational performance in order to improve wholly the organizational performance of the GOE. Aaker stated that an organization becomes more competitive through customer service that is delivered on time to meet the customer expectations. The Kenyan market, being dynamic in nature, drives GOEs to improve their service provision with the objective of being responsive to meet not only the changing market requirements, but also to satisfy their customers. The general objective of the study was to establish the level of impact of customer quality focus practices and operational performance in the improvement of services among Kenyan government owned entities (GOEs). This study was a descriptive survey design. The population of interest in this study was all commercial government owned entities in Kenya. Currently there are thirty four (34) commercial government owned entities in Kenya. Two kinds of data were used in this study, namely primary and secondary data. Primary data was collected directly from the respondents in all commercial government owned entities in Kenya. Secondary data was obtained from existing literature in previous research paper findings, journal articles, text books, newspapers, reports and conference proceedings and the commercial government owned entities publications and website. Data obtained from the field in raw form is difficult to interpret; such data must be cleaned, coded, and key punched into a computer and analyzed (Mugenda and Mugenda, 2003). Data collected, was tabulated and analyzed for purpose of clarity, using SPSS software. It is a computer program used for statistical analysis and has the ability to handle statistical presentation with array of formulas for ease of interpretation. Data was presented using tables, and pie charts to make them reader friendly. In addition, a multiple linear regression was used to test the relationship among variables (independent) on the on customer satisfaction using SPSS. The study concluded that the management of Kenyan government owned entities (GOEs) clearly communicates its goals and strategies to its employees. It is the role of management to create a vision of customer service and to communicate it clearly and repeatedly throughout the organization and, in particular, with the customer service representatives. Managers must impact that, buy in, and serve as big mirrors reflecting the customer service quality they expect. In relation to operational performance, the was an increased during the 2011-2014 period in relation to various aspects of the organization as a result of the quality measures such as; customer satisfaction, employee involvement in answering customer complaints, range of services, cost saving, capacity utilization, lead time, return on investment as well as information technology. The study also concluded that that customer quality focus had influenced the operations of commercial government owned entities in Kenya to the extent of; increase in employee‟s attitude towards quality, enabling the organization to focus on core competences of business and improving services. From the evidence of this research, the recommendations reached for this study, are that the success of customer quality focus practices depends on: Customer service training which gives agents the skills and knowledge needed to perform their jobs well. However, sometimes employees need additional assistance with skill adoption. It has been proven that long term behavioral change in staff will only happen as a result of quality training and effective coaching. Communication of strategy must include all employees, and the flow of communication needs to be in both directions: top-down and bottom-up communication must be in concert with one another.