Influence of Strategic Management Practices on Service Delivery by National Museums of Kenya

Abstract

Strategic management and its implementation has been used for improvement of performance. Strategic management is defined as the science and art of formulation, implementation, and evaluation of cross-functional decisions that enable an organization to achieve its objectives. Strategic management is an enabler for firms for their understanding of their strategic position and identification of the choices which are strategic for the future of the organization and management of strategy in action. Strategic management practices, which are central in the strategic management process, demands that the organization puts in place systems which are efficient to enable the organization to counter events which are unpredictable; and enable the organization in sustenance of their operations, minimization of the risks involved and efficient delivery of services. Service delivery is the process and activities that are undertaken by an organization with the aim of creation of value, and it includes performance to customers. The objective of the study was to determine strategic management practices adopted by the National Museums of Kenya and how adoption of the practices influences service delivery at the organization. This study employed a case study design and it was carried out in National Museums of Kenya, with interview guide used to solicit data on the four elements of strategic management process and service delivery. This study made use of data from primary sources and secondary sources. Collection of primary data was undertaken by having face to face interviews that were conducted by the researcher. The respondents for the study were seven senior managers of the organization involved in implementation of strategy. Data was recorded in form of notes during the interview process which was undertaken by the researcher. Content analysis was used for analysis of the data collected, where coding of the data was then undertaken by identifying categories, trends and themes based on relationships observed. Evaluation of the coding was done as per the study objective. Description of the themes and data patterns was then be undertaken. The study established that National Museums of Kenya has adopted different strategic management practices. These practices have influenced its pursuit of the mandate of provision of heritage and monument services for its consumers. These are in the four elements of strategic management process, which are situation analysis, formulation of strategy, strategy implementation, strategy evaluation and control. Adoption of strategic management practices has contributed to and affects service delivery of this public sector organization. The study found out many challenges and gaps which impacts the process and quality of service delivery. The major challenge was funding, among the resource requirements for implementation of strategy. Inadequate resources have let to compromise of accessibility and availability of services. The study recommends provision of adequate resources for programs and activities undertaken by the organization to enable effective implementation. Funding should be increased for improvement of quality of strategic management practices, which would ultimately impact delivery of services. The organization should endeavor to build the capacity of its employees in undertaking their duties. Continuous professional development is recommended. The organization should undertake training needs assessment to comprehensively determine capacity gaps. This should be followed by proper plan to address the gaps.