1. Introduction
Records management can be one of the drivers for service innovation for public and
non-profit organisations. The ability of an organisation to capture, store, manage,
access, and use information about consumers' needs, preferences, complaints, and
suggestions can lead to the discovery of new ways of delivering value to the
consumers for improved consumer satisfaction.
Research objective
To identify the role of records management in ensuring service innovation and
consumer satisfaction in public and non-profit organisations.
Problem statement
Delivering quality services in the most effective and efficient manner is the main
objective of public and non-profit organisations (Abuki, 2014). Achieving this objective
remains one of the biggest challenges of public and non-profit organisations. This is
largely due to the continued changes in the business environment, which often leads
to changes in consumers' needs and preferences.
Documenting these changes can be one of the best ways that an organisation can
use to manage and take advantage of the opportunities presented by the changes.
However, most public and non-profit organisations fail to understand the importance
of recording or documenting their consumers' needs, demands, preferences, and
suggestions and therefore often miss out on innovative opportunities presented by
records management activities.
Methodology
The study utilised a mix method, implying that data was collected using qualitative
and quantitative data collection instruments. According to Saunders, Thornhill and
Lewis (2009:197), using a mixed method approach adds to the validity and reliability
of the research based on the notion that data is collected using two different methods
simultaneously. The specific instruments used included a questionnaire and an
interview. Data was collected from one public organisation and one non-profit
organisation. Microsoft Excel was used to analyse and present the data.
Findings
The study revealed that the effective management of records in public and non-profit
organisations can enable the development of new and better services for consumers,
thereby improving consumer satisfaction. The data collected through a questionnaire was
combined with data that was collected through face-to-face interviews. The findings
indicate that records management can be used to ensure accountability (85%), support
decision making (80%), improve consumer satisfaction (80%), and ensure service
innovation (75%). It was also found that effective records management in public and non-
profit organisations can help in the development of consumer oriented services through
the provision of valuable information about the changes in consumer trends and
preferences. These findings are illustrated in figure 1.
Conclusion
The study concluded by arguing that organisational records can be used as a strategic
tool aimed at developing new services and ensuring consumer satisfaction. Thus, the
creation, storage, maintenance, and use of records in public and non-profit
organisations can help develop new and consumer-oriented services necessary for
consumer satisfaction.
References
Abuki, J. B. (2014). The role of records management in public service delivery in County Governments in Kenya: A case study of KISII County Government Headquarters. A research project presented in partial fulfilment for the award of Master of Library and Information science, Department of
library and Information science, University of Nairobi.
Saunders, M.N.K. Lewis, P. & Thornhill, A. (2009). Research methods for business students. (6th ed). Harlow, United Kingdom: FT Prentice Hall.
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Records management and
decision making
Records management and
accountability
Records management and
consumer satisfaction
Records management and
service innovation
Records management roless1
Records management as a tool for service innovation
Authors: Mr. Mokoena & Professor Tanya du Plessis
The authors would also like to acknowledge the contribution made by Mr. R. Risinga.