Operations Strategy and Business Performance in the Mobile Phone Service Providers in Kenya

Abstract

Little research has been done on operations strategy employed in the mobile phone service providers in Kenya and the link between operations strategy and business performance in the organizations. The limited research that has been undertaken is deeply rooted in the business sector and relates to the strategy development process. This study addressed this limitation. The objective of this study was to establish operations strategy employed in the mobile service providers in Kenya; establish business performance levels in the mobile service providers in Kenya; and determine the relationship between operations strategy and business performance in the mobile service providers in Kenya.The population comprised of all the mobile phone service providers in Kenya, namely: Safaricom Limited, Airtel Networks Kenya Limited, Orange Telkom Kenya Limited and Essar Telecom Kenya Limited. All the four mobile phone service providers in Kenya were included in this study, hence the study is a census. Questionnaire was used to collect data. Drop and pick method was used to collect data. The benefit for using this method was that it was convenient for the respondents to have ample time to fill it.The study established that operations strategy was used to a great extent in all the four mobile service providers in Kenya. It was further realized that cost, quality, flexibility and speed of provision of services affected business performance to a great extent. It emerged from the findings of the study that there is a link between operations strategy and business performance among the four mobile phone service providers in Kenya. Operations strategy was used to offer the companies improved business performance, more loyalcustomers and an overall improvement of the business‟ standing in society. It was also seen as a key determinant in shaping the future of the companies‟ in terms of business continuity. The study recommends that operations strategy should be formulated with business performance in mind for mobile service providers in Kenya. The study also recommends that relationship between operations strategy and business performance of mobile service providers in Kenya should be enhanced to improve overall performance. The study finally recommends thatorganizational synergy is needed to improve the relationship between operations strategy and business performance.