FACTORS INFLUENCING BUSINESS PROCESS IMPROVEMENT AT NAIROBI CITY WATER AND SEWERAGE COMPANY IN NAIROBI COUNTY
PDF version

 

Business process improvement is the holy grail of any company's operations. Many
companies that undergo a process improvement programme have found that the
application of process improvement techniques has lead to significant improvements in
operational areas. The adoption of process improvement techniques has been inspired by
the dramatic improvements demonstrated by such techniques as Lean, Value Stream
Mapping, Process Mapping, 5S, Six Sigma, Kaizen and DMAIC. In order to be effective
and efficient, process improvement approaches need to be closely integrated with strategy
and other organizational elements such as culture, top management commitment and staff
motivation. Despite these numerous strategies to improve the processes at Nairobi City
Water and Sewerage Company, its performance has been wanting. This study therefore
sought to determine the extent to which people issues, technology, strategy, management
commitment and organizational culture has affected the business process improvement at
the company. The purpose of the study was to determine factors effecting business
process improvement at Nairobi City Water and Sewerage Company in Nairobi County.
A descriptive research design was used this study. The target population of this study was
the 119 management staff working at Nairobi Water Company. The study used a census
approach. The study used both primary and secondary data. Primary data was obtained
through self-administered questionnaires with closed and open-ended questions.
Secondary data was collected by use of desk search techniques from published reports
and other documents. Descriptive statistics and regression analysis were used to analyze
the data. The study findings showed that all the five variables explained 79% of the
business process improvement at Nairobi City Water And Sewerage Company. The study
found that technology had the greatest effect on the business process improvement at
Nairobi City Water And Sewerage Company followed by management commitment, then
organizational culture and staff related issues in that order while organizational strategy
had the least effect. The study found that the education and training provided in Nairobi
City Water and Sewerage Company was not evaluated in terms of expectations and
impact on the effectiveness and efficiency of the organization. This study recommends
that Nairobi City Water and Sewerage Company should fully adopt technology in
decision support and databases so as to enhance the business process improvement.