Effect of Strategy Implementation on Service Delivery in Government Corporations: A Case of Kenya Bureau of Standards

Abstract

Successful strategy implementation is a key for any organization's survival. Many governmental corporations around the globe cannot sustain their competitive advantages, despite having a robust strategy formulation process, because they have not done sufficient assessment of strategy implementation on service delivery. Considering the higher failure rates in implementation of strategies in these corporations, more attention should be given by their executives to implementing the strategy. Several reasons are frequently offered for lack of effectiveness in service delivery. While this field of research has attracted significant research interests and subsequently added quality theories and models in the western world, this topic has not attracted much attention in Africa. Hence, this study sought to assess strategy implementation on service delivery of Government corporations, a case of Kenya Bureau of Standards (KEBS). There are two objectives for this project; to establish the effect of leadership on service delivery in KEBS and the effect of staff commitment on service delivery in KEBS. The study adopted a descriptive survey design. The targeted population was 997 and the sample size of 100 respondents working at the KEBS head office where employees were divided into three categories; Top level leadership staff, Mid-level leadership staff and junior staff. Questionnaires were used to obtain data, which was analyzed by the use of descriptive statistics. Correlation and regression analysis was used to assess the relationship between strategy implementation and service delivery. The study found out that leadership and staff commitment has a positive and significant effect on service delivery in KEBS. Thus the study concluded that leadership and staff commitment positively affect service delivery at the Kenya Bureau of Standards. The study recommended that the leadership and staff commitment at Kenya Bureau of Standards should remain fully committed throughout strategy implementation process so as to improve on service delivery.

Keywords: Leadership, Staff commitment, Service delivery and Kenya Bureau of Standards