ABSTRACT

With the influence of internal and external factors, Huduma (Service) Centres operating in Kenya have continued to experience deteriorating performance due to issues of strategy implementation. Formulation of good strategies is not a reflection that implementation will take place. Effective implementations of strategy give organizations a competitive edge in the local and global business environments. Successful strategy implementation has been correlated with organizational performance. The aim of this study was to determine strategy implementation practices on the performance of Huduma (Service) Centres in Kenya. The objectives of the study were to: establish the effect of employee training, leadership and communication on performance of Huduma (Service) Centres in Kenya. The study adopted descriptive and exploratory research designs. Theories that were adopted to inform the study included resource based theory, human capital theory and Ricky Griffins theory. The study adopted a census approach during data collection where information was collected from all (130) employees working in 5 Huduma Centres operating in Nairobi City County, Kenya which included; GPO Huduma Centre, Makadara Huduma Centre, Kibera Huduma Centre, Eastleigh Huduma Centre and City Square Huduma Centre. Primary data was collected using questionnaires. Data collected was analyzed using descriptive and inferential statistics. Regression analysis was conducted at 95% confidence level and 5% significance level. Before conducting regression analysis diagnostic tests which include normality, linearity, homogeneity and multicollinearity were conducted to confirm fitness of the model. Data analysed was presented in form of tables and figures. The study revealed there exists a positive significant relationship between employee training, leadership, communication and performance of Huduma Centres despite a few challenges. The study concludes that unless Huduma Centres top management should review employee training policies, engage leaders with relevant knowledge improving performance would a challenging task. To improve communication, top leaders should adopt decentralized structures which facilitates top down and upward communication among workers. The study recommends that top management of Huduma Centres should seek to equip their employee with relevant training on strategy implementation, enhance a culture that promotes employees to leadership positions based on performance and replace centralized structures with decentralized structures to facilitate communication among all stakeholders during strategy implementation.