Sustainable Operational Excellence Initiatives and Service Delivery Among Public Universities in Kenya

Abstract

Sustainable operational excellence initiatives and service delivery lead to the convergence of quality; an element that many organizations wish to thrive and exist on as a competitive strategy. Traditional business ideas aligned with operational excellence were mostly event-driven to yield one-off high results; on the contrary sustained competitive advantage is required for overall and long-term success. With increased global competition organizations are under immense pressure to excel on multiple competitive dimensions. Service delivery in Kenyan public universities may be termed as poor, inefficient, and ineffective; clearly, those terms portray a deplorable state of the institutions that are meant to coordinate the national demands of a country. In the quest to remain competitive and be ranked among the best globally; Kenyan public universities are streamlining their processes to ensure exquisite service delivery. This study seeks to establish the effect of sustainable operational excellence initiatives on service delivery in Kenyan public universities. Public universities in Kenya are owned by the government and they offer educational services to both citizens and non-citizens. This study will begin by demystifying the concept of sustainable operations excellence initiatives, service delivery, and public universities in Kenya. Then examine how service delivery has been implemented in Kenyan public universities. A literature review will be carried out on the subject matter, data collection, and analysis as well to draw a conclusion. This study adopts descriptive research and will determine the effect of sustainable operational excellence service delivery among public universities in Kenya. The target population will be drawn from 35 public universities in Kenya. The study will adopt a random sampling technique, coming up with a sample design of 6 public universities and a descriptive analysis. The instruments of research will include a structured questionnaire to acquire insight into the subject under study. Data will be analysed to determine the correlation between sustainable operational excellence initiatives and service delivery. Achieving sustainable operational excellence and service delivery certainly takes time more so in public universities with different ideologies in the manner of running the institutions while still having a clear focus on its mandate of disseminating in-depth knowledge.