Responses to changes in the external environment in service industry: a case study of Teachers Service Commission

Abstract

This management research has two major objectives, to establish changes in the external environment that TSC consider having great impact on its operations and to determine TSC's response to the changes in the external environment. This is a case study whose respondents comprise of the departmental heads of the organization .The primary and secondary data collection methods were applied. Personal interviews were carried out and questioners were used to collect primary data. Content analysis method was used for data analysis. The findings of the study were that TSC has been severely affected by the changes in the external environment, which have been analyzed in the areas of the political, economic social/cultural, and technological. In conclusion the organization has adopted both strategic and operational responses in order to offer effective service to the teachers Recommendations for policy and practice are that the organization should be set free from political interference in order for it to offer efficient services to its clients. Technological advancement should be enhanced to promote efficiency in the organization's operations. The organization should have a direct funding and not rely on funding from the Ministry of Education and have attractive remuneration for the teachers.