Utility of Gemba Kaizen Model On Public Sector Service Delivery in Nakuru Sub County, Kenya.

FELIX KISALU,

Jomo Kenyatta Universiry of Agriculture and Technology, Kenya Địa chỉ email này đã được bảo vệ từ spam bots, bạn cần kích hoạt Javascript để xem nó.

Kaizen 17

ABSTRACT

The reliance on management model has become a common practice in management institutions whether public, private or civil. Through sampling of 8 out of 24 Government departments this study examined the utility of Gemba Kaizen Model in government offices in Nakuru Sub County in Kenya.

This study sought to unravel the unique attributes that makes the model an ideal management approach especially in high volume and low budget public institutions in the third world countries like Kenya.

The appreciation of Public sector reforms and performance-based management has positioned the Kenyan public service as an ideal agency of study.

An analysis of public servants awareness, waste management policies, innovation and customer satisfaction variables were analyzed from the 80 respondents sampled among service seekers and public officers in Nakuru using primary data collection and analysis tools.

Karl Pearson’s Correlation Coefficients were used in testing the nature and strengths of the variables under study. A positive correlation was found between innovation waste management policies, continuous improvement and levels of service delivery in the sub county. 

The study offers policy and management proposals on performance based reward system, automation and continuous review of workplace systems and toolkits for improved service delivery.

It recommends further research on private and civil society institutions as well as re-invention of public service delivery systems in Kenya in tandem of Vision 2030 country targets. 

Key words: Gemba kaizen, innovation and service delivery.