Challenges Faced by Kenya Sugar Board in Implementing Strategy on Service Delivery to Sugar Cane Millers in Kenya

Abstract

A company’s strategy is management’s action plan for running the business and conducting its operations. Strategy on service delivery is thus an important element of this management process. For global business market acceleration, business must respond to customers faster than ever with value added products and services, while they struggle to maintain temporary competitive advantage. The study was guided by the main objective which was to identify the challenges of implementation of strategy on service delivery by Kenya Sugar Board to Sugar Millers and to determine possible solutions to these Challenges. It utilized a case study on the Kenya Sugar Board. The target population was the managerial personnel at KSB and a total of eight representatives (one from eight sugar factories). Primary data was collected by the use of interview guide. Findings show that the board was mandated to carry out various roles in the sugar industry and acting as the proxy between the various stakeholders and the government. There are various challenges that the Board is faced with which include the lack of adequate finances for implementation of projects, inadequate skills and expertise by the personnel and the general laxity and reluctance among various players/stakeholders. It is recommended that KSB incorporates other business analysis techniques in its service delivery strategy to millers. The Board needs to find more sources of funds for the implementation of service delivery and taking personnel to training or workshops to enhance their skills in the service provision to the stakeholders in the sugar sector