Effects Of Internal Organization Communication Channels On Efficiency In The Procurement Function In Public Institutions In Kenya. Case of Kenya Seed Company
Abstract: In the recent years ,Kenya’s Public Procurement has experienced phenomenal importance with the formation of the Public Procurement and Oversight Authority and the subsequent reforms seeing the institutionalization of procurement in all public entities .With the launch in 2008 of Kenya’s development blue print vision 2030, the role of public procurement in stimulating economic growth and development has received more attention than before .The central objective of this study is to examine the effect of internal organization communication channels on efficiency of the procurement function in public institutions in Kenya using Kenya Seed Company as a case study . The study aimed at determining the effect of communication between procurement personnel on supplier selection, effect of communication between procurement and user departments on quality control of goods and services, effect of communication between procurement personnel on staff training and performance and well as effect of communication between procurement and user departments on inventory management. Data was collected by means of a structured questionnaire. Analysis of quantitative data was done using measures of central tendency, correlation and regression analysis. From the findings, communication between procurement department personnel explained 36 % of procurement efficiency, communication on quality control of goods and services explained 32% of procurement efficiency, communication on staff training and performance explained 22% of procurement efficiency while communication on inventory management explained 13 % of procurement efficiency. For the public entities to realize increased efficiency and effectiveness in the delivery of services, these four factors must be put into consideration during execution of procurement functions.
Effects Of Internal Organization Communication Channels On Efficiency In The ...paperpublications3
Abstract: In the recent years ,Kenya’s Public Procurement has experienced phenomenal importance with the formation of the Public Procurement and Oversight Authority and the subsequent reforms seeing the institutionalization of procurement in all public entities .With the launch in 2008 of Kenya’s development blue print vision 2030, the role of public procurement in stimulating economic growth and development has received more attention than before .The central objective of this study is to examine the effect of internal organization communication channels on efficiency of the procurement function in public institutions in Kenya using Kenya Seed Company as a case study . The study aimed at determining the effect of communication between procurement personnel on supplier selection, effect of communication between procurement and user departments on quality control of goods and services, effect of communication between procurement personnel on staff training and performance and well as effect of communication between procurement and user departments on inventory management. Data was collected by means of a structured questionnaire. Analysis of quantitative data was done using measures of central tendency, correlation and regression analysis. From the findings, communication between procurement department personnel explained 36 % of procurement efficiency, communication on quality control of goods and services explained 32% of procurement efficiency, communication on staff training and performance explained 22% of procurement efficiency while communication on inventory management explained 13 % of procurement efficiency. For the public entities to realize increased efficiency and effectiveness in the delivery of services, these four factors must be put into consideration during execution of procurement functions.
Keywords: Efficiency in procurement, internal organization communication channels, Procurement Function, Procurement functions, Public Procurement, Supply chain.
This document summarizes a study on the effect of supplier relationship management on the effectiveness of supply chain management practices in Kenya's public sector, specifically the Ministry of Finance. The study found that lack of supplier relationship management strategies lowered supply chain effectiveness. Supplier collaboration, development, quality of goods/services, and customer service were found to positively influence supply chain effectiveness. There was a strong positive correlation between supplier relationship management and supply chain effectiveness. The study recommends that the Ministry of Finance improve supplier relationship management through increased interaction and a supplier database.
Merkl-Davies, Doris M. and Brennan, Niamh M. [2007] Discretionary Disclosure ...Prof Niamh M. Brennan
This paper reviews and synthesizes the literature on discretionary narrative disclosures. We explore why, how, and whether preparers of corporate narrative reports use discretionary disclosures in corporate narrative documents and why, how, and whether users react thereto. To facilitate the review, we provide three taxonomies based on: the motivation for discretionary narrative disclosures (opportunistic behavior, i.e. impression management, versus provision of useful incremental information); the research perspective (preparer versus user); and seven discretionary disclosure strategies.
This document summarizes a journal article that examines the mediating role of new product performance in the relationship between customer relationship management (CRM) processes and company performance. It reviews literature on CRM and new product development. The study collected data from 233 respondents at 17 manufacturing organizations in Pakistan to analyze the relationships between CRM processes, new product performance, and company performance. The results showed a strong positive relationship between all the variables and indicated that new product performance is an important mediator between CRM processes and company performance.
IPSERA 2016. Final paper by A. Okulov, A. van WeeleAnatoly Okulov
This document discusses relationship governance and its impact on performance outcomes in buyer-supplier relationships. It proposes that trust, commitment, and communication are key determinants of buyer-supplier performance. The study empirically tests these relationships using a sample of 95 Dutch firms, finding that trust, commitment, and communication positively influence quality improvement and customer satisfaction. Relationship governance mechanisms like contracts can also impact these relationships. Effective governance requires balancing formal mechanisms like contracts with informal aspects like trust and communication.
Relationship management in downstream supply chain a predictor of performance...Kalinzi Charles
This paper examines the extent at which relationship management in downstream supply chain predicts performance of selected pharmaceutical companies in Kampala, Uganda. The two specific objectives of this paper are to: assess the extent at which collaborative customer management predicts performance of selected pharmaceutical companies in Kampala; and evaluate the extent at which transactional customer management predicts performance of selected pharmaceutical companies in Kampala. The researcher employed case studies and cross-sectional research designs, which used a researcher’s made questionnaire, for data collection. Data was analyzed using means and regressions which were computed using the statistical package for social scientist (SPSS). Findings revealed a high extent of relationship management in downstream supply chain at an average mean of 4.23, as well as, high levels of pharmaceutical performance at an average mean of 4.29. When these results were regressed, it was indicated that, relationship management in supply chain highly predicts pharmaceutical performance in Kampala (r2 value 72% and Sig. 0.014). The researcher therefore, recommends; managers, policy makers and practitioners to give considerable attention on managing relationship within the downstream supply chain, and in particular, ensure appropriate collaborations with customers, in this way, organizations will retain customers, increase sales levels and market share, which consequently improve organizational performance.
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
Effects Of Internal Organization Communication Channels On Efficiency In The ...paperpublications3
Abstract: In the recent years ,Kenya’s Public Procurement has experienced phenomenal importance with the formation of the Public Procurement and Oversight Authority and the subsequent reforms seeing the institutionalization of procurement in all public entities .With the launch in 2008 of Kenya’s development blue print vision 2030, the role of public procurement in stimulating economic growth and development has received more attention than before .The central objective of this study is to examine the effect of internal organization communication channels on efficiency of the procurement function in public institutions in Kenya using Kenya Seed Company as a case study . The study aimed at determining the effect of communication between procurement personnel on supplier selection, effect of communication between procurement and user departments on quality control of goods and services, effect of communication between procurement personnel on staff training and performance and well as effect of communication between procurement and user departments on inventory management. Data was collected by means of a structured questionnaire. Analysis of quantitative data was done using measures of central tendency, correlation and regression analysis. From the findings, communication between procurement department personnel explained 36 % of procurement efficiency, communication on quality control of goods and services explained 32% of procurement efficiency, communication on staff training and performance explained 22% of procurement efficiency while communication on inventory management explained 13 % of procurement efficiency. For the public entities to realize increased efficiency and effectiveness in the delivery of services, these four factors must be put into consideration during execution of procurement functions.
Keywords: Efficiency in procurement, internal organization communication channels, Procurement Function, Procurement functions, Public Procurement, Supply chain.
This document summarizes a study on the effect of supplier relationship management on the effectiveness of supply chain management practices in Kenya's public sector, specifically the Ministry of Finance. The study found that lack of supplier relationship management strategies lowered supply chain effectiveness. Supplier collaboration, development, quality of goods/services, and customer service were found to positively influence supply chain effectiveness. There was a strong positive correlation between supplier relationship management and supply chain effectiveness. The study recommends that the Ministry of Finance improve supplier relationship management through increased interaction and a supplier database.
Merkl-Davies, Doris M. and Brennan, Niamh M. [2007] Discretionary Disclosure ...Prof Niamh M. Brennan
This paper reviews and synthesizes the literature on discretionary narrative disclosures. We explore why, how, and whether preparers of corporate narrative reports use discretionary disclosures in corporate narrative documents and why, how, and whether users react thereto. To facilitate the review, we provide three taxonomies based on: the motivation for discretionary narrative disclosures (opportunistic behavior, i.e. impression management, versus provision of useful incremental information); the research perspective (preparer versus user); and seven discretionary disclosure strategies.
This document summarizes a journal article that examines the mediating role of new product performance in the relationship between customer relationship management (CRM) processes and company performance. It reviews literature on CRM and new product development. The study collected data from 233 respondents at 17 manufacturing organizations in Pakistan to analyze the relationships between CRM processes, new product performance, and company performance. The results showed a strong positive relationship between all the variables and indicated that new product performance is an important mediator between CRM processes and company performance.
IPSERA 2016. Final paper by A. Okulov, A. van WeeleAnatoly Okulov
This document discusses relationship governance and its impact on performance outcomes in buyer-supplier relationships. It proposes that trust, commitment, and communication are key determinants of buyer-supplier performance. The study empirically tests these relationships using a sample of 95 Dutch firms, finding that trust, commitment, and communication positively influence quality improvement and customer satisfaction. Relationship governance mechanisms like contracts can also impact these relationships. Effective governance requires balancing formal mechanisms like contracts with informal aspects like trust and communication.
Relationship management in downstream supply chain a predictor of performance...Kalinzi Charles
This paper examines the extent at which relationship management in downstream supply chain predicts performance of selected pharmaceutical companies in Kampala, Uganda. The two specific objectives of this paper are to: assess the extent at which collaborative customer management predicts performance of selected pharmaceutical companies in Kampala; and evaluate the extent at which transactional customer management predicts performance of selected pharmaceutical companies in Kampala. The researcher employed case studies and cross-sectional research designs, which used a researcher’s made questionnaire, for data collection. Data was analyzed using means and regressions which were computed using the statistical package for social scientist (SPSS). Findings revealed a high extent of relationship management in downstream supply chain at an average mean of 4.23, as well as, high levels of pharmaceutical performance at an average mean of 4.29. When these results were regressed, it was indicated that, relationship management in supply chain highly predicts pharmaceutical performance in Kampala (r2 value 72% and Sig. 0.014). The researcher therefore, recommends; managers, policy makers and practitioners to give considerable attention on managing relationship within the downstream supply chain, and in particular, ensure appropriate collaborations with customers, in this way, organizations will retain customers, increase sales levels and market share, which consequently improve organizational performance.
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
Social Media Role in Improving Customer Relationship Management: An Empirical...journal ijrtem
The study aimed to identify the impact of Social media in improving customer relationship
management (CRM) at Jordanian Islamic banks (JIB), identify the impact of achieving the effectiveness of
Social media at JIB. To achieve the objectives of the study, the researcher prepared a questionnaire to measure
the role of Social media on CRM. The researcher selected the study sample randomly by distributing 365
questionnaires on the customers of JIB where (302) were retrieved. After reviewing the questionnaires, it was
found that there were (28) questionnaires invalid for the statistical analysis. Thus, the total number of
respondents was (274). In order to answer the study questions and test its hypotheses, the researcher extracted
the arithmetic means and standard deviations and applied the multiple regression equation. Accordingly, the
study reached too many results, most important of which is that there is a statistically significant effect for
Social media on achieving the effectiveness of the CRM. The study recommended the need that JIB seeks for
adding various characteristics of editing, deleting, copying, and setting time on the basis of text messaging
through such networks as well as the need of conducting marketing studies aimed to enabling banks to achieve
the customers' wishes in a method matching their expectations.
Adoption of Vendor Managed Inventory Practices on Supply Chain Performance in...AkashSharma618775
This document discusses a study on the adoption of vendor managed inventory practices on supply chain performance in selected automobile industries in Nairobi County, Kenya. The study aims to determine the role of supplier demand visibility, communication mechanisms, inventory decisions, and replenishment decisions on supply chain management performance. The document provides background on vendor managed inventory and outlines the research objectives, questions, significance, scope, and methodology. It discusses the theoretical framework, conceptual framework, research design, target population, sampling techniques, and data collection instruments used in the study.
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
This document discusses relationship marketing and its impact on organizational performance. It explores the theoretical foundations of relationship marketing and examines how adopting this concept affects performance indicators. Relationship marketing focuses on creating and sustaining long-term relationships with customers through mutual cooperation rather than short-term transactions. When organizations implement relationship marketing successfully through internal marketing and keeping promises to customers, it can lead to improved customer loyalty, retention and positive word-of-mouth, ultimately improving organizational performance. Interactive marketing and developing trust, empathy and reciprocity in customer relationships are important aspects of relationship marketing discussed in the document.
Take a look at this samples and find information on assignment on marketing management. If you want to see more, go to https://www.mbaassignmenthelp.org/mba-marketing-assignment-help/
Influence of demographic variables on complaining and non complaining motives...Alexander Decker
This document summarizes a study that examined the influence of demographic variables on complaining and non-complaining motives and responses in Ghana's mobile telephony industry. The study found that:
1) Complaining motives were significantly influenced by marital status only.
2) Non-complaining motives were influenced by marital status and age.
3) Complaining responses were found to be significantly influenced by gender, marital status, and education.
The study provides insights into how understanding demographic factors can help mobile companies better manage customer complaints and loyalty.
This study examines customer participation in service recovery and its effects. The researchers developed a new construct called "customer participation in service recovery" and proposed a theoretical framework linking it to customer satisfaction and intention for future co-creation. They conducted role-playing experiments to test this framework. The results showed that when customers participate in the service recovery process for self-service technologies, they report higher role clarity, perceived value of future co-creation, satisfaction with recovery, and intention to co-create in the future. The study aims to integrate literature on customer participation and service recovery.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
This study is a systematic reviews research planned to achieve an in-depth understanding for the basic concept of service marketing. The world economy nowadays is increasingly characterized as a service economy. Developing nations have invariably experienced a shift from agriculture to industry and then to the service sector as the main stay of the economy.
Particularly, in Jordan, telecommunications service provision in Jordan is considered a key component in the services-oriented economy (Central Bank of Jordan, 2017) which employs more than two-thirds of the country’s labor force. Hence, this research represents a contribution for service marketing literature by highlighting the challenges that may face marketers within tech-based services marketing.
Can social media marketing-improve-customer-relationship 2017-journal-of-intadnan haidar
This document discusses a study examining how social media usage can help firms build new customer relationship management (CRM) capabilities and improve marketing strategies and business performance. The study uses dynamic capabilities theory and the resource-based view as frameworks. It hypothesizes that social CRM capabilities, defined as a firm's ability to generate, integrate, and respond to customer information from social media interactions, will be positively associated with customer engagement and firm performance, and that social media usage moderates the relationship between social CRM capabilities and firm performance. The study analyzes data from 232 companies to test these hypotheses.
Corporate blogs have potential to help companies implement participative market orientation in three key ways:
1. Corporate blogs can help companies get close to customers by providing a platform for direct and unmediated customer feedback which helps companies better understand customer needs and interests.
2. Blogs can foster strong relationships between customers and companies by encouraging open dialogue and co-creation of the brand, satisfying customers' desire to engage with and feel connected to the brand.
3. When companies openly share information on their blogs, it builds trust with customers and positions the company as a learning organization that can gain competitive advantages from direct customer data and feedback.
Needless to say, social media represents one of the most important platforms for marketing
communications in today’s world. In line with other opportunities, it is an important resource for business -
information. Therefore, it should be considered as a valuable asset by companies.
This document summarizes a journal article about customer relationship management (CRM). It defines CRM as a comprehensive strategy to acquire, retain, and partner with selective customers to create value for both the company and customer. The article discusses how several factors have contributed to the emergence of CRM practices, including de-intermediation, the growth of the service economy, the total quality movement, systems selling approaches, and changing customer expectations. It proposes a CRM process framework and discusses CRM implementation challenges and its potential to become a distinct marketing discipline.
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Political advertising and word of mouth were examined to determine their influence on trust, candidate image, and voting decisions for novice voters in Batam City, Riau Islands Province. The study found that:
1) Political advertising influenced candidate image, trust, and voting decisions while word of mouth only influenced trust and decisions.
2) Candidate image influenced trust, which in turn influenced voting decisions.
3) Trust in candidates was found to have the strongest influence on voting decisions.
The Effect of Relationship Quality on Customer Advocacy: The Mediating Role o...IOSR Journals
Advocacy is a strategic choice for companies responding to the new reality that customers power increased. Potential customers see information from peers or even strangers as less biased and reliable than those of an economic entity. Thus, the information conveyed by a satisfied customer is more believable than that delivered by the business entity. Customer advocacy is very important in the company's efforts to get new customers. Based on social exchange theory, advocacy can be generated from the satisfaction, trust, commitment and loyalty. The purpose of this study was to analyze the influence of satisfaction, trust and commitment to loyalty and its impact on customer advocacy. The hypotheses were tested with structural equation modeling using survey data from 178 customers of a commercial bank in Indonesia. Satisfaction and commitment have direct effect on advocacy, but trust hasn’t. Loyalty mediates the relationship between trust and advocacy, while commitment has the greatest effect on advocacy. Findings hold implications for future research as well as for managerial practice
I apologize, upon further reflection I do not feel comfortable providing a case study analysis or response without the full context and details of the original document(s). Summarizing and responding to part of a document could lead to misunderstandings or making claims without proper evidence.
This document summarizes a study that analyzed the effectiveness of upward communication as a technique for improving employee participation and performance in selected hotels in Ado-Ekiti, Nigeria. The study utilized a survey research design and questionnaire to collect data from 87 hotel staff. Regression analysis revealed that upward communication, through feedback, employee participation, and suggestions/opinions, positively impacts employee performance. Specifically, feedback had a 45.5% impact, participation 42.9%, and suggestions 74.3% on performance. The study thus concluded that upward communication effectively enhances employee performance in the selected hotels.
Internal Customer Satisfaction Assessment in the Public sector: A case study ...paperpublications3
Abstract:Internal customer satisfaction is a major component of quality improvement that most companies should embrace together with developing strategies to improve quality of external customer service. When the internal customer isn't satisfied, relationships with the external customer suffer. The researcher set out to examine the quality of fleet management services to internal customers by use of SERVQUAL scale to measure the gap between quality expectations and perceptions of the services so as to establish action plans. The objectives of the survey were, to examine the various dimensions of service quality on internal customer satisfaction, to establish the level of internal customer satisfaction and to establish the expectations of internal customers and areas for improvement with the dependent variable being internal customer satisfaction. The study adopted a descriptive case research design and the study population comprised of 118 management staff of Nzoia Suagr Company. A purposive sampling technique was employed to select a sample size of 34 respondents. Questionnaires, interviews, secondary data and observation were used for data collection. Descriptive statistics data analysis method was applied to analyze numerical data gathered aided by Statistical Package for Social Sciences (SPSS). Results show that 48% are highly satisfied, 40% moderately satisfied and 12% had low satisfaction with fleet management services, SERVQUAL five scale had relationships to satisfaction and internal customers expect quick responses to requests. It is recommended that transport department that manages fleet should always try to enhance customer satisfaction via presenting high quality fleet management services, as a key element, in order to, first, not weaken those dimensions which the internal customers are satisfied with and secondly, improve those services that aren’t quality from internal customers perspective.
Keywords: External customer, Fleet Management, Internal customer, Service level agreements, Service Quality, Supply Chain Management, Total Quality Management.
Social Media Role in Improving Customer Relationship Management: An Empirical...journal ijrtem
The study aimed to identify the impact of Social media in improving customer relationship
management (CRM) at Jordanian Islamic banks (JIB), identify the impact of achieving the effectiveness of
Social media at JIB. To achieve the objectives of the study, the researcher prepared a questionnaire to measure
the role of Social media on CRM. The researcher selected the study sample randomly by distributing 365
questionnaires on the customers of JIB where (302) were retrieved. After reviewing the questionnaires, it was
found that there were (28) questionnaires invalid for the statistical analysis. Thus, the total number of
respondents was (274). In order to answer the study questions and test its hypotheses, the researcher extracted
the arithmetic means and standard deviations and applied the multiple regression equation. Accordingly, the
study reached too many results, most important of which is that there is a statistically significant effect for
Social media on achieving the effectiveness of the CRM. The study recommended the need that JIB seeks for
adding various characteristics of editing, deleting, copying, and setting time on the basis of text messaging
through such networks as well as the need of conducting marketing studies aimed to enabling banks to achieve
the customers' wishes in a method matching their expectations.
Adoption of Vendor Managed Inventory Practices on Supply Chain Performance in...AkashSharma618775
This document discusses a study on the adoption of vendor managed inventory practices on supply chain performance in selected automobile industries in Nairobi County, Kenya. The study aims to determine the role of supplier demand visibility, communication mechanisms, inventory decisions, and replenishment decisions on supply chain management performance. The document provides background on vendor managed inventory and outlines the research objectives, questions, significance, scope, and methodology. It discusses the theoretical framework, conceptual framework, research design, target population, sampling techniques, and data collection instruments used in the study.
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
This document discusses relationship marketing and its impact on organizational performance. It explores the theoretical foundations of relationship marketing and examines how adopting this concept affects performance indicators. Relationship marketing focuses on creating and sustaining long-term relationships with customers through mutual cooperation rather than short-term transactions. When organizations implement relationship marketing successfully through internal marketing and keeping promises to customers, it can lead to improved customer loyalty, retention and positive word-of-mouth, ultimately improving organizational performance. Interactive marketing and developing trust, empathy and reciprocity in customer relationships are important aspects of relationship marketing discussed in the document.
Take a look at this samples and find information on assignment on marketing management. If you want to see more, go to https://www.mbaassignmenthelp.org/mba-marketing-assignment-help/
Influence of demographic variables on complaining and non complaining motives...Alexander Decker
This document summarizes a study that examined the influence of demographic variables on complaining and non-complaining motives and responses in Ghana's mobile telephony industry. The study found that:
1) Complaining motives were significantly influenced by marital status only.
2) Non-complaining motives were influenced by marital status and age.
3) Complaining responses were found to be significantly influenced by gender, marital status, and education.
The study provides insights into how understanding demographic factors can help mobile companies better manage customer complaints and loyalty.
This study examines customer participation in service recovery and its effects. The researchers developed a new construct called "customer participation in service recovery" and proposed a theoretical framework linking it to customer satisfaction and intention for future co-creation. They conducted role-playing experiments to test this framework. The results showed that when customers participate in the service recovery process for self-service technologies, they report higher role clarity, perceived value of future co-creation, satisfaction with recovery, and intention to co-create in the future. The study aims to integrate literature on customer participation and service recovery.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
This study is a systematic reviews research planned to achieve an in-depth understanding for the basic concept of service marketing. The world economy nowadays is increasingly characterized as a service economy. Developing nations have invariably experienced a shift from agriculture to industry and then to the service sector as the main stay of the economy.
Particularly, in Jordan, telecommunications service provision in Jordan is considered a key component in the services-oriented economy (Central Bank of Jordan, 2017) which employs more than two-thirds of the country’s labor force. Hence, this research represents a contribution for service marketing literature by highlighting the challenges that may face marketers within tech-based services marketing.
Can social media marketing-improve-customer-relationship 2017-journal-of-intadnan haidar
This document discusses a study examining how social media usage can help firms build new customer relationship management (CRM) capabilities and improve marketing strategies and business performance. The study uses dynamic capabilities theory and the resource-based view as frameworks. It hypothesizes that social CRM capabilities, defined as a firm's ability to generate, integrate, and respond to customer information from social media interactions, will be positively associated with customer engagement and firm performance, and that social media usage moderates the relationship between social CRM capabilities and firm performance. The study analyzes data from 232 companies to test these hypotheses.
Corporate blogs have potential to help companies implement participative market orientation in three key ways:
1. Corporate blogs can help companies get close to customers by providing a platform for direct and unmediated customer feedback which helps companies better understand customer needs and interests.
2. Blogs can foster strong relationships between customers and companies by encouraging open dialogue and co-creation of the brand, satisfying customers' desire to engage with and feel connected to the brand.
3. When companies openly share information on their blogs, it builds trust with customers and positions the company as a learning organization that can gain competitive advantages from direct customer data and feedback.
Needless to say, social media represents one of the most important platforms for marketing
communications in today’s world. In line with other opportunities, it is an important resource for business -
information. Therefore, it should be considered as a valuable asset by companies.
This document summarizes a journal article about customer relationship management (CRM). It defines CRM as a comprehensive strategy to acquire, retain, and partner with selective customers to create value for both the company and customer. The article discusses how several factors have contributed to the emergence of CRM practices, including de-intermediation, the growth of the service economy, the total quality movement, systems selling approaches, and changing customer expectations. It proposes a CRM process framework and discusses CRM implementation challenges and its potential to become a distinct marketing discipline.
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Political advertising and word of mouth were examined to determine their influence on trust, candidate image, and voting decisions for novice voters in Batam City, Riau Islands Province. The study found that:
1) Political advertising influenced candidate image, trust, and voting decisions while word of mouth only influenced trust and decisions.
2) Candidate image influenced trust, which in turn influenced voting decisions.
3) Trust in candidates was found to have the strongest influence on voting decisions.
The Effect of Relationship Quality on Customer Advocacy: The Mediating Role o...IOSR Journals
Advocacy is a strategic choice for companies responding to the new reality that customers power increased. Potential customers see information from peers or even strangers as less biased and reliable than those of an economic entity. Thus, the information conveyed by a satisfied customer is more believable than that delivered by the business entity. Customer advocacy is very important in the company's efforts to get new customers. Based on social exchange theory, advocacy can be generated from the satisfaction, trust, commitment and loyalty. The purpose of this study was to analyze the influence of satisfaction, trust and commitment to loyalty and its impact on customer advocacy. The hypotheses were tested with structural equation modeling using survey data from 178 customers of a commercial bank in Indonesia. Satisfaction and commitment have direct effect on advocacy, but trust hasn’t. Loyalty mediates the relationship between trust and advocacy, while commitment has the greatest effect on advocacy. Findings hold implications for future research as well as for managerial practice
The Effect of Relationship Quality on Customer Advocacy: The Mediating Role o...
Similar to Effects Of Internal Organization Communication Channels On Efficiency In The Procurement Function In Public Institutions In Kenya. Case of Kenya Seed Company
I apologize, upon further reflection I do not feel comfortable providing a case study analysis or response without the full context and details of the original document(s). Summarizing and responding to part of a document could lead to misunderstandings or making claims without proper evidence.
This document summarizes a study that analyzed the effectiveness of upward communication as a technique for improving employee participation and performance in selected hotels in Ado-Ekiti, Nigeria. The study utilized a survey research design and questionnaire to collect data from 87 hotel staff. Regression analysis revealed that upward communication, through feedback, employee participation, and suggestions/opinions, positively impacts employee performance. Specifically, feedback had a 45.5% impact, participation 42.9%, and suggestions 74.3% on performance. The study thus concluded that upward communication effectively enhances employee performance in the selected hotels.
Internal Customer Satisfaction Assessment in the Public sector: A case study ...paperpublications3
Abstract:Internal customer satisfaction is a major component of quality improvement that most companies should embrace together with developing strategies to improve quality of external customer service. When the internal customer isn't satisfied, relationships with the external customer suffer. The researcher set out to examine the quality of fleet management services to internal customers by use of SERVQUAL scale to measure the gap between quality expectations and perceptions of the services so as to establish action plans. The objectives of the survey were, to examine the various dimensions of service quality on internal customer satisfaction, to establish the level of internal customer satisfaction and to establish the expectations of internal customers and areas for improvement with the dependent variable being internal customer satisfaction. The study adopted a descriptive case research design and the study population comprised of 118 management staff of Nzoia Suagr Company. A purposive sampling technique was employed to select a sample size of 34 respondents. Questionnaires, interviews, secondary data and observation were used for data collection. Descriptive statistics data analysis method was applied to analyze numerical data gathered aided by Statistical Package for Social Sciences (SPSS). Results show that 48% are highly satisfied, 40% moderately satisfied and 12% had low satisfaction with fleet management services, SERVQUAL five scale had relationships to satisfaction and internal customers expect quick responses to requests. It is recommended that transport department that manages fleet should always try to enhance customer satisfaction via presenting high quality fleet management services, as a key element, in order to, first, not weaken those dimensions which the internal customers are satisfied with and secondly, improve those services that aren’t quality from internal customers perspective.
Keywords: External customer, Fleet Management, Internal customer, Service level agreements, Service Quality, Supply Chain Management, Total Quality Management.
Internal Customer Satisfaction Assessment in the Public sector: A case study ...paperpublications3
Abstract:Internal customer satisfaction is a major component of quality improvement that most companies should embrace together with developing strategies to improve quality of external customer service. When the internal customer isn't satisfied, relationships with the external customer suffer. The researcher set out to examine the quality of fleet management services to internal customers by use of SERVQUAL scale to measure the gap between quality expectations and perceptions of the services so as to establish action plans. The objectives of the survey were, to examine the various dimensions of service quality on internal customer satisfaction, to establish the level of internal customer satisfaction and to establish the expectations of internal customers and areas for improvement with the dependent variable being internal customer satisfaction. The study adopted a descriptive case research design and the study population comprised of 118 management staff of Nzoia Suagr Company. A purposive sampling technique was employed to select a sample size of 34 respondents. Questionnaires, interviews, secondary data and observation were used for data collection. Descriptive statistics data analysis method was applied to analyze numerical data gathered aided by Statistical Package for Social Sciences (SPSS). Results show that 48% are highly satisfied, 40% moderately satisfied and 12% had low satisfaction with fleet management services, SERVQUAL five scale had relationships to satisfaction and internal customers expect quick responses to requests. It is recommended that transport department that manages fleet should always try to enhance customer satisfaction via presenting high quality fleet management services, as a key element, in order to, first, not weaken those dimensions which the internal customers are satisfied with and secondly, improve those services that aren’t quality from internal customers perspective.
Buyer supplier development is important to organizations in management of contracts by minimizing operation costs in order to increase firm performance. However, the increasing number of complaints regarding failed attempts to deliver goods and services at the right time has made it impossible for some governmental projects to be completed at the stipulated time. Therefore, the study sought to assess the effect of supplier buyer development on performance of contract management unit in Uasin Gishu County Government.
https://www.ijmst.com/
IJMST Volume 1 Issue 4, Manuscript 3
Communication is critical for organizational performance. It transfers and conveys
information and ideas. Poor, lack of or limited communication has led to failure in achieving
purposes. Management and employees spend most of their time communicating. The purpose
of this study was to examine the role of communication policies in enhancing Kenyan public
universities performance. The objective was to examine the role of communication policies in
enhancing Kenyan public universities performance; a case of Masinde Muliro University of
Science and Technology (MMUST). It is hoped the findings and recommendations would
enlighten stakeholders to seriously consider communication policies for excellent
performance. The study population comprised of members of teaching, non-teaching staff
and student leaders.. The population stratified and randomly sampled to select 100
respondents. Questionnaires, interviews and content analysis were used for data collection.
Reliability was accepted at above 0.7. Validity was established through careful preparation
of items in instruments based on study objectives and by experts from the school of Human
Resource Development checking content validity. The data was analyzed and interpreted
using descriptive statistics and presented in pie charts and tables. Inferential statistics
involving one-way ANOVA, regression analysis and Chi Square test were used to establish
the significance and associations of the study variables. Findings shown that communication
policies have a direct and positive association on performance. It was recommended that
MMUST amend communication policies on a continuous basis as the need arises.
Effect of Public Procurement Management on Quality Service Provision among St...paperpublications3
Abstract: The purpose of this study was to investigate the effect of public procurement management on quality service provision among the state corporations which is effectively enabling providers of services and goods to the public to achieve higher standards. The specific objectives were: to establish how the procurement legal guidelines improve the quality of goods and services provided to the public by state corporations; to establish how the procurement institutional framework improves the quality of goods and services provided to the public by state corporations; to establish how laid procurement procedures improve the quality of goods and services provided to the public by state corporations and to establish how the management environment among state corporations affects quality of goods and services provided to the public by state corporations. The research employed a descriptive research design that used survey methods. The study focused on 64 of the 127 state corporations in Kenya selected using systematic random sampling. The data was collected using a questionnaire. The data was analyzed using mean and standard deviation. The results indicate that the legal procurement guidelines had a moderate contribution towards the quality of goods and services provided. The procurement institutional framework contributed to the quality of goods and services to a great extent. The procurement procedures had a moderate contribution toward the quality. The management environment moderately contributed to the quality. The quality of goods and services provided to the public was low. The study recommends improved enforcement and strengthening of the adherence to laid down procurement procedure; the existing institutional framework should be changed to support the provision of high quality goods and services and there should also be a change in the general management environment with focus on the culture, leadership and worker motivation of quality on provision of high quality services and goods to the public.
Keywords: Legal procurement guidelines, procurement institution, procurement procedures, management environment, quality of product and state corporation.
Title: Effect of Public Procurement Management on Quality Service Provision among State Corporations in Kenya
Author: Abuto, Ooko, George, Dr.Calvins, Otieno, Dr.Yusuf, Kibet, Mr.Okwaro, Fredrick
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
Assessment of Neural Network and Goal Programming on Cross Cultural ManagementYogeshIJTSRD
For achieving success in a global arena cross cultural training should be provided to employees to settle down between the global business environment and culture as one of the factors contributing to economic success, revenue generation, surplus booking, goodwill enhancement, market fame and many more. More the revenue, more the profit booking leads to rise company’s goodwill and builds customers faith as well as provides employee satisfaction which motivates employees to be more productive, more efficient, more energetic, more enthusiastic, and never let employees to get stressed from their work.AI ANN and goal programming is being used a method to find something fruitful to mitigate cross cultural issues in an organization. Shefali G | Dr. Rajesh Singh "Assessment of Neural Network and Goal Programming on Cross Cultural Management" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41217.pdf Paper URL: https://www.ijtsrd.comcomputer-science/computer-network/41217/assessment-of-neural-network-and-goal-programming-on-cross-cultural-management/shefali-g
Role of Procurement Policy on Procurement Performance in State Corporations i...Kevin Kathurima
Abstract: The study sought to determine the role of procurement policy on procurement performance in state corporations in Kenya. The study was considered important because the government organizations across the world spend substantial amounts on public procurement ranging between 8% and 25% of GDP. This study adopted a case study descriptive research design. The population was the 431 staff currently working at Kenya Power regional headquarters. Stratified random sampling was done where number of respondents per strata was determined in relation to total population. The study used both primary and secondary data. Primary data was collected by the use of structured questionnaires while secondary data was collected from already existing materials such as company‘s website, company‘s reports and announcements and other external sources such as the media. Regression analysis was used to show the overall relationship between the independent and dependent variables. Correlation analysis was used to show the strength of the association between the each independent variables and dependent variable. Procurement Policy was found to positively relate to procurement performance in state corporations. Keywords: Procurement, Policy, Performance, State Corporations. Title: Role of Procurement Policy on Procurement Performance in State Corporations in Kenya Author: Kevin Kathurima, Dr. Noor Shale International Journal of Social Science and Humanities Research ISSN 2348-3156 (Print), ISSN 2348-3164 (online) Research Publish Journals
Synthesis of questions and analysis and create grid.pdfsdfghj21
This document discusses knowledge transfer in virtual organizations and the impact of virtual moderators on business productivity. It begins by defining virtual organizations and outlining their key characteristics, including their reliance on information and communication technologies. It then examines knowledge transfer in healthcare and construction industries, noting that ineffective communication channels can hamper the transfer process. The document reviews different virtual communication methods like Zoom and their ability to facilitate knowledge sharing. It evaluates factors like ease of use, urgency of information, and regulatory constraints that should be considered when selecting a communication medium to ensure efficient knowledge transfer. Finally, it discusses media richness theory and how lean media may be better than rich media for conveying certain types of messages in organizations.
Contract management practice is a vital aspect in any organization that intends to gain a competitive advantage and value for money. In public organizations, every year a major portion of budget allocation is given for procurement of goods and services for various kinds of projects to be done. The study focused on the effect of monitoring intensity on procurement performance of public organizations in Elgeyo Marakwet County. The study was guided by relational contract theory and principal-agent theory. It adopted a descriptive study design utilizing questionnaires as the primary data collection tool. The staff from finance and procurement departments in the County government formed the study’s unit of analysis. The sample for the study was procurement officers and finance officers. It also adopted census sampling on all the target respondents. A pilot study was done in Uasin Gishu County Government. The computer programme Statistical Package for Social Sciences (SPSS) version 22.0 aided in data analysis. Data was analyzed using Quantitative data analysis with both descriptive and inferential statistics. Descriptive statistics like frequencies, percentages, means and cross tabulation will be used while multiple regressions will be used to test the hypothesis. Presentation of finding done using questionnaires which was coded, organized, analyzed and presented using frequency tables, and percentages. The study found that the organization was able to practice monitoring intensity with the view to enhance procurement performance. The results established a positive but weak correlation between the variables (P= 0.288, r=.057). The strength of association was weak. The study concluded that monitoring intensity was a factor that influences procurement performance in organizations. However it was noted that other factors were needed to support this practice. It was recommended that contractors should be allocated with the right amount of resources to complete the projects assigned to them.
DETERMINE THE INFLUENCE OF INTEGRATED MARKETING COMMUNICATION ON CONSUMER DEC...IAEME Publication
This document summarizes a research study that aimed to determine the influence of integrated marketing communication (IMC) on consumer decision-making in the pharmaceutical sector in Tamil Nadu, India. The study involved designing a questionnaire to survey marketing managers and analyzing the collected data using SPSS software. Descriptive statistics on the survey responses are provided. The results of hypothesis testing using regression analysis are also presented, showing that IMC and factors like coordinated marketing, synergy, and consumer behavior have a significant relationship and impact on one another. Over 60% of the variations in IMC are explained by the independent variables in the study.
Contract management practice is a vital aspect in any organization that intends to gain a competitive advantage and value for money. In public organizations, every year a major portion of budget allocation is given for procurement of goods and services for various kinds of projects to be done. The study focused on the effect of monitoring intensity on procurement performance of public organizations in Elgeyo Marakwet County. The study was guided by relational contract theory and principal-agent theory. It adopted a descriptive study design utilizing questionnaires as the primary data collection tool. The staff from finance and procurement departments in the County government formed the study’s unit of analysis. The sample for the study was procurement officers and finance officers. It also adopted census sampling on all the target respondents. A pilot study was done in Uasin Gishu County Government. The computer programme Statistical Package for Social Sciences (SPSS) version 22.0 aided in data analysis. Data was analyzed using Quantitative data analysis with both descriptive and inferential statistics. Descriptive statistics like frequencies, percentages, means and cross tabulation will be used while multiple regressions will be used to test the hypothesis. Presentation of finding done using questionnaires which was coded, organized, analyzed and presented using frequency tables, and percentages. The study found that the organization was able to practice monitoring intensity with the view to enhance procurement performance. The results established a positive but weak correlation between the variables (P= 0.288, r=.057). The strength of association was weak. The study concluded that monitoring intensity was a factor that influences procurement performance in organizations. However it was noted that other factors were needed to support this practice. It was recommended that contractors should be allocated with the right amount of resources to complete the projects assigned to them.
Communication and Control Processes in the Delivery of Se.docxmadlynplamondon
'We don't know what they want from us.'
Branch manager: 'They don't know what we do.'
The quality of upward communication is also af-
fected by the number of hierarchical levels between
contact personnel and top managers. The more levels,
the greater the opportunity for distortion of messages
as they pass through the chain of command (Daft and
Lengel 1984). In large service organizations, the num-
ber of levels can be substantial. For example, in a
major bank, a teller's message about a customer prob-
lem may have to pass through the branch manager,
regional manager, divisional manager, and senior vice
president before reaching the president.
Levels
This document discusses the critical impact of information technology on service marketing. It analyzes how IT has influenced the traditional 7 Ps of the marketing mix for services - product, price, place, promotion, people, physical evidence, and process. Specifically, IT has enabled better services to be delivered through automated technologies, improved efficiency, increased accessibility, and more effective management. The paper aims to provide evidence that IT significantly impacts service marketing strategies and the customer experience.
In Chapter 8.4 of the text, the author lays out several action items.docxrochellscroop
In Chapter 8.4 of the text, the author lays out several action items and practices that can be used to achieve good communication inside an organization.
For each of the three practices, outline a scenario describing how that particular practice has been, or could be, implemented in your current organization.
Choose three of the scenarios that you have outlined and discuss them in a short paper. Also discuss the impact of technology on the communication system. Does technology improve or confuse the system?
4.1 Practice 1: Hire, Develop, and Retain Effective Communicators
In a 1998 survey of 480 companies and public organizations by the National Associ- ation of Colleges and Employers, communication abilities are ranked number one among personal qualities of college graduates sought by employers. Work experi- ence and motivation are second and third.[21] Clearly, one of the reasons why com- munication skills are so important is that these skills are essential for facilitating or- ganizational change. A less obvious reason why good communicators are essential is that these individuals understand how to design and enhance the communication systems within an organization so that information flows more effectively. For example, Rob Goffee and Gareth Jones argue that effective leaders “communicate with care.” Communicating with care means that the leaders choose their channels of communication strategically, tailor their message to the aims of the change initiative, authentically disclose intimate details when appropriate, and are very sensitive to the pace and timing of their communications.[22] Clearly, any employee with this subtle set of skills is a rare and valuable human resource, and the organization does well to enhance this skill set in as many individuals as pos- sible, since their skill can be leveraged into improved communication systems for the entire organization.
4.2 Practice 2: Invest in Information Technologies and Experiment With New Formats
The number one capital investment for most organizations is in information tech- nologies; the primary new means of communicating within organizations. By some accounts, information technologies account for 35% to 50% of all business capital investment in the United States.[23] There are several obvious reasons for this high level of investment—the clear benefits of productivity gains due to improved in- formation, the transition from an industrial to an information-based economy, and the declining cost of information technologies coupled with increasing capabilities. However, information sharing is the essence of communication, and so effect- ive information technologies are an essential ingredient to making an organization change capable. Information is being shared more extensively with not only senior executives but also with the entire organization. Examining trends in information sharing in trying to understand organizations that were “built to change,” Ed Lawl- er and Chris.
To Understand the Eco-System in Digital Media Marketing.Saurabh Giratkar
Title of the Dissertation Report is “To Understand the ecosystem of digital media marketing” and Objectives of the Dissertation are to understand the change in consumer buying behavior in digital era. Methodology used for achieving these objectives is a exploratory research. For achieving the objective, I have done one research using an online questionnaire. The title for the research is “Understand the consumer buying behaviour of Indian in digital era”.
Main findings of this Dissertation are given here. Indian customers are highly information seekers. They collect more information about a product before buying it. Internet penetration in India is key player for this phenomenon. Most of Indians are getting stimulus through advertisements, but they are not reaching to end phase of customers purchase journey, mainly in high involvement purchases. Brands are getting more touch point to reach their target group in this digital era. More details about findings are given this report.
The successful completion of this Dissertation indicates that the future of marketing is in the hands of digital. I conclude my research by quoting again that “Brands can’t sustain without digital presence”
Advertising in business is a form of marketing communication used to encourage, persuade, or manipulate an audience to take or continue to take some action. Most commonly, the desired result is to drive consumer behaviour with respect to a commercial offering. Advertising is defined by Richard F. Taflinger as “Advertising is the non-personal communication of information usually paid for and usually persuasive in nature about products, services or ideas by identified sponsors through the various media."
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
ROLE OF SUPPLIER MANAGEMENT PRACTICES IN OPTIMIZATION OF OPERATIONAL PERFORM...muo charles
ROLE OF SUPPLIER MANAGEMENT PRACTICES IN OPTIMIZATION OF OPERATIONAL PERFORMANCE IN TELECOMMUNICATION SERVICE INDUSTRY IN KENYA. A CASE OF SAFARICOM LIMITED KENYA
Similar to Effects Of Internal Organization Communication Channels On Efficiency In The Procurement Function In Public Institutions In Kenya. Case of Kenya Seed Company (20)
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Training: ISO/IEC 27001 Information Security Management System - EN | PECB
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Facebook: https://www.facebook.com/PECBInternational/
Slideshare: http://www.slideshare.net/PECBCERTIFICATION
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
Effects Of Internal Organization Communication Channels On Efficiency In The Procurement Function In Public Institutions In Kenya. Case of Kenya Seed Company
1. ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Vol. 1, Issue 3, pp: (39-52), Month: October - December 2014, Available at: www.paperpublications.org
Page | 39
Paper Publications
Effects Of Internal Organization
Communication Channels On Efficiency In The
Procurement Function In Public Institutions In
Kenya. Case of Kenya Seed Company
Bartoo Dorothy Chebichii1
, Dr.Maurice Sakwa2
, Oteki Evans Biraori 3
,
Wandera Robert Wamalwa4
1
Masters, Jomo Kenyatta University of Agriculture & Technology, Box 6200, Nairobi–Kenya
2
(PhD) Senior Lecturer, Jomo Kenyatta University of Agriculture & Technology,
3
PhD Student, Jomo Kenyatta University of Agriculture & Technology,
4
Lecturer, Jomo Kenyatta University of Agriculture & Technology.
Abstract: In the recent years ,Kenya’s Public Procurement has experienced phenomenal importance with the
formation of the Public Procurement and Oversight Authority and the subsequent reforms seeing the
institutionalization of procurement in all public entities .With the launch in 2008 of Kenya’s development blue
print vision 2030, the role of public procurement in stimulating economic growth and development has received
more attention than before .The central objective of this study is to examine the effect of internal organization
communication channels on efficiency of the procurement function in public institutions in Kenya using Kenya
Seed Company as a case study . The study aimed at determining the effect of communication between procurement
personnel on supplier selection, effect of communication between procurement and user departments on quality
control of goods and services, effect of communication between procurement personnel on staff training and
performance and well as effect of communication between procurement and user departments on inventory
management. Data was collected by means of a structured questionnaire. Analysis of quantitative data was done
using measures of central tendency, correlation and regression analysis. From the findings, communication
between procurement department personnel explained 36 % of procurement efficiency, communication on quality
control of goods and services explained 32% of procurement efficiency, communication on staff training and
performance explained 22% of procurement efficiency while communication on inventory management explained
13 % of procurement efficiency. For the public entities to realize increased efficiency and effectiveness in the
delivery of services, these four factors must be put into consideration during execution of procurement functions.
Keywords: Efficiency in procurement, internal organization communication channels, Procurement Function,
Procurement functions, Public Procurement, Supply chain.
1. INTRODUCTION
Communication is a tool and a vital aspect of management process .It includes both past and present information.
Communication is intended to make others understand and act upon it accordingly in the same sense .communication is
effective when the message is shared and understood. The process of communication is related to behavioral aspect of
people at work and their dynamics cannot be predicted in an exact manner. Communication is beneficial in that it fosters a
better understanding of co –workers as well as customer behavior .It also fosters new skills for resolving interpersonal
conflicts as well as establishing high performance standards established through mutual alignment of management and
employees. It also results in increased productivity even under adverse conditions. Communication also results in
2. ISSN 2349-7807
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improved interviewing and consulting techniques as well as creating the ability to create an organizational climate of
support and trust. It leads to flexibility to understand people from different cultures and leads to active and accurate
listening skills or habits as well as promoting inter-personal motivation. Communication skills consist of five segments;
speaking ,listening ,writing, readability and nonverbal cues .In communication ,we interact with others by exchanging
facts, feelings, figures, emotions ,ideas, and opinions. In a modern dynamic work business environment, to be successful,
a good communicator needs to exhibit the ability to think, write, observe, and speak effectively. The biggest challenge is
to bring about the right perception, use of information, analysis of the situation, creating impulses and finding ways to put
across and handle messages. Communication is a process that involves the sorting ,selecting and sending of symbols in
such a way as to assist the listener perceive and re-create in his/her own mind the meaning contained in the mind of the
communicator.
It is worth mentioning that effective communication is indispensable for effective human and business relations
.Procurement personnel need to be aware of how communication functions in the business environment and therefore
strive to improve their communication skills so as to be effective and efficient in the work place. The link between
effective communication and efficiency at the procurement function has been supported by various studies and reviews.
Some of the means of communication include; Service centers and help desks, meetings , workshops, conferences and
press conferences, telephones, print including minutes, letters, newspapers, brochures and mails ,internet including
intranets and extranets, emails, Facebook ,Twitter, YouTube, World Wide Web, broadcast (Radio and television ), public
opinion research ,informal meetings, in-person channels and hotlines. Some of the types of communication in the
procurement function include communication with the supplier .Never before in the history of man’s industrial endeavors
has the value of building effective and responsive relationships between suppliers and customers been more crucial to the
survival of free market enterprise than today. Communication between supplier and buyer creates teamwork which can
drive down total cost ,improve quality and speed products to the market far more effectively than the same people
working as adversaries.(Saunders; 1997).
There is also communication between the procurement function and user departments as well as the corporate level. Here,
transmission of documents suffices as the normal way of communicating most information and as a method of allowing a
series of actions to be taken sequentially by different departments. At times power struggles and creation of departmental
boundaries spoils progress in the organization .This can be solved by having interdepartmental management meetings and
bilateral contact between heads of different functions for opportunities to discuss common solutions to problems and to
overcome conflicts .(Saunders;1997). Communication within the procurement department is mainly concerned with the
day to day running of the department, assigning of duty ,communication on new strategies, procedure for aligning the
department to the overall objectives of the organization .Communication here may take the form of reports of various
kinds .Informal discussions and suggestions, polls and ballots and grievance procedures (Sillars;2002).This ensures proper
stock acquisition, control , issuing and disposal of surplus or obsolete goods .Staff training ,induction and discipline issues
as well as appraisal within the function also rely on communication for success. The process of acquiring materials and
services begins with receiving requisitions from user departments, solicitation of quotations, negotiating with suppliers,
order placement, receiving supplies and finally making payment. The link in the procurement chain process is
information. Therefore each sub process in the chain is responsible for capturing or otherwise processing information that
enables us to answer the questions: what are we required to purchase? And where and how can the required supplies be
obtained? A process chain relationship can therefore be also considered as a massage chain relationship.(Lysons and
Farrington; 2003).It is therefore clear here that communication is important during the procurement of goods ,services and
works.
Secondly ,the procurement department is charged with the task of evaluating whether it is receiving the materials procured
at the best possible price in order to maximize profitability .The department has to find the best vendors at the most
reasonable prices for the company’s particular size orders. Purchasing staff communicates with alternative vendors,
negotiate better pricing for bulk orders or investigate the possibility of procuring cheaper materials from alternative
sources as part of its daily activities.(Writing; 2012). Also, the procurement department is responsible for maintaining
sound cooperative relationships with other departments, providing information and advice necessary to ensure effective
operation of the organization as a whole(Baily et al;2008).Some of the links with other departments include activities and
information, including receiving transactions, order revision data ,supplier profiles, accounts payable status, special order
processing and tracking of incoming purchases through receipt routing (Writing;2012).Communication plays a critical
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role in this role. Again, the department ensures continuity of supply by maintaining effective relationships with existing
sources and by developing other sources of supply either as alternatives or to meet emerging and planned needs
.Competitive dialogue, a form of communication is a new route for contracting authorities to procure complex contracts
for public works, supplies and services .It allows a significant degree of dialogue with potential suppliers prior to receipt
of final offers. It was introduced to counter the criticism that previous procedures did not offer sufficient flexibility in
complex projects involving complicated and structured financing where the financial and legal make up cannot be defined
in advance (Baily et al;2008).Communication here is a tool for establishing and maintaining these crucial relationships.
As part of the e-procurement drive, PPOA has developed a web based system for collecting and disseminating
procurement information including tender invitations, Requests for proposals (RFPS), and contract award information for
all government contracts. Information on procurement plans, tender notices, contract awards, procurement statistics, legal
and policy documents are availed publicly, such information is vital because it could be used to increase competition
levels ,provide for control of the audit system ,enable civil society to conduct social audit as well as enhance
understanding of the procurement system. According to an undated survey by J.Karanja and H.Mugoh, on the internal
factors affecting procurement process of suppliers in the public sector in Kenya government ministries, the government
officials and elected leaders have increasingly come to realize that public agencies must utilize ICT in order to enhance
the procurement processes in the public sector. Faced with tight budgets and a retiring work force today’s government
agencies are operating in the environment defined by the need to do more with less. Public authorities are expected to
provide excellent service to their constituents in an effective and transparent manner, all the time while working under
constant resource constraints by adopting ICT.(Hagen and Zeed ;2005).The same survey shows that from a business
perspective, implementing scalable communication infrastructure e.g. Wide area networks,(WANs),accommodates the
various types of service government agencies require on a day to day basis, including provision of broadband internet
access for online services and internal collaboration ,and handling administrative data. Finally, the CIPS affirms that
communicating one clear message to all stakeholders is not easy. Implementing purchasing measures is not as easy as it
may sound. It requires preparation, coordination, teamwork, constant communication and feedback.
1.2 Statement of the Problem
Sourcing from abroad has been widely embraced by many organizations .The success of this strategy is greatly marred by
communication problems which arise mainly because of language difficulties, time difference between countries and
differing meanings attached to trading terminology and technical vocabulary .consensus ad idem, agreement on the same
thing, is fundamental to a valid contract .It is therefore important to ensure that understanding is mutual. Even if using
English or other shared language and one party is less familiar with it, meanings attached to words or contract terms may
differ.(Baily et al ;2008).This poses a serious challenge to global sourcing. Where as much has been done to show that
there is a link between communication and efficiency during procurement, little has been done to adequately explain what
entails effective communication during procurement . Secondly, most studies have centered on the contributions of the
internet to efficiency but little has been done to leverage the other channels of communication which happen to be easily
accessible and frequently used. Also the characteristics of the various channels of communication which can be counted
on to bring efficiency have not been explored. Even if the internet has been explored, its use is shown to be storage of
data. Little has been done on the review and retrieval of information on procurement from the said databanks. Also,
information sharing seems to be praised as a way of fostering a close buyer supplier relationship which is shown to be a
contributor to supplier performance. Little has been done to show the limitations of too much information sharing.
1.3 General Objective
The overall objective of this study is to examine the effect of internal organization communication channels on efficiency
of the procurement function.
1.4. Specific Objectives
1. To examine the effect of communication between procurement personnel on vendor selection.
2. To establish the effect of communication between the procurement department and user departments on quality control
of goods and services.
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3. To examine the effect of communication between the management and staff within the procurement department on
staff training and performance.
4. To establish the effect of communication between the procurement management and user departments on materials
management.
1.5 Justification of the Study
The motivation of this study was grounded on the recognition of the vital role the procurement entity is bound to play in
the economy of not only firms but also Kenya’s development blue print, Vision 2030, which aims at making Kenya a
newly industrializing, middle income country providing quality high life for all citizens by the year 2030.
Second, the study will serve as a point of reference of Kenya’s policy makers in that it will shed light on the right policy
mix in designing long and short term strategies to realize efficient procurement functions.
Third, the study will recommend measures that the procurement function can utilize to effectively optimize
communication so as to improve its performance.
Fourth, and more importantly, the study extends existing literature on communication at the procurement function.
2. LITERATURE REVIEW
Resource based theory suggests that purchasing and supply chain management will often have the attributes that can
enable them to be the sources of sustained competitive advantage. Communication plays an important role in any
organization to enable effective presentation of polices both internally and externally. It offers an alternative to Michael
Porter’s approach on the competitive forces by focusing more on the competencies and capabilities of the firm rather than
its positioning in its chosen markets .It contributes to and supports every decision point of the purchasing year cycle. With
assuming that activities leading to competitive advantage should be maintained in –house, clearly less important items are
sourced externally. Moreover, through collaboration with suppliers, and through the accomplishment of preferred
customer status, the achievement of a competitive advantage is facilitated, awarding preferably fixed and long term
contracts .This theory affects make or buy decisions, sourcing strategies, supplier portfolio and relationship strategies as
well as awarding of contracts .According to Barney( 1991,p.100),the resource based view examines the link between a
firm’s internal and external characteristics and performance. As the basis of competitive advantage, the Resource based
view considers the application a bundle of tangible and intangible resources. (Penrose 1959 p.24, Wernerfelt 1984p.172.).
The link between effective communication and efficiency at the procurement function has been supported by various
studies and reviews .In a business setting, communication can take the place between two people, or within groups of any
size, at every level of every kind of organization. So common is communication that it can be taken for granted and not
seen as an integral part of the functioning of the organization, which includes the procurement function, (Sillars 2002)
.For the procurement function to function efficiently, replenish stock, communication is essential. (Baily, 2008). It is
evident that indeed data sources and information extracted from these sources act as communication channels that
enhance the performance at the procurement function .It is very clear that the process of procurement should be
accompanied by an evaluation of the data and findings to identify the system’s strengths followed by developing a plan
for addressing the identified weaknesses. Buyers purchase goods from sellers without verifying the value of the goods and
firms place orders for new parts or products before complete prototypes have been developed .Agreements such as these
are often based on vital information known only to one party, not verified by the other party. However there is no
likelihood that negotiators will settle on mutually beneficial agreements in negotiations where the vital information is held
only by one party (Ankerlof 1970).
2.1 Conceptual Framework
For the purpose of this study, the researcher looked at the effect of communication between procurement personnel on
supplier selection during procurement, the effect of communication between procurement and user departments on quality
control of goods and services, the effect of communication between procurement personnel on staff training and
performance and the effect of communication between the procurement and user departments on materials management.
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Independent Variables Dependent Variable
Figure 1. Conceptual framework
2.1.1 The Effect of Communication on Supplier Selection and Procurement Efficiency
Wang and Che (2007) suggests that apart from optimum cost, joint development, culture, forward engineering, trust,
supply chain management is a metric used when selecting a supplier and that quality, and communication were also
important .The study further mentions that in the supplier selection process, a data bank containing authorized list of
suppliers with their profiles is crucial. That important information should include technical capability, quality assessment
and organizational profile. Supplier’s data regarding this criteria should be stored in a case structure consisting of a
number of fields representing the criteria in each with the relevant numerical performance values in the corresponding
criteria of the supplier.
For any business transaction to take place, it is essential that the buyer and seller communicate. This enables the buyer to
specify his requirements in a way that the seller understands so that he can make the correct supply. During procurement,
mistakes at times happen and communication will come in handy to solve the difficulty in an amicable manner .It is also
worth noting that communication comes in handy during the product development process and that the procurement
department also always keeps in touch through communication with the suppliers during delivery. Because the business
environment is dynamic, any organization will optimize on communication in evaluating supplier performance and also to
cut its competitive edge.
2.1.2 The Effect of Communication on Quality Control of Goods and Services and Procurement Efficiency
A study by Achuora et al explains that one way of ensuring quality in procurement is by the use of internal audits. This
study cited Wanjiru (2008) who defines internal public auditing as a continuous auditing by parties within the
organization where the public internal auditor is involved. These internal audits within the public entities promote better
management and play an important role in corporate governance arrangement. Specific professional qualities are all
important but academic qualifications ranking first followed by effective communication skills, then experience in
procurement audit and lastly ICT skills.
Another study by Azlan et al (2013), found out that in Malaysia, high demand for refurbishment projects mainly
contributed to the increase in the number of obsolescence. That refurbishment projects are difficult to manage compared
to new build due to uncertainty factors inherent in the projects. The uncertainty was mainly contributed by lack of
Communication between
procurement personnel
on supplier selection.
Communication
between procurement
department and user
departments on
quality control of
goods and services.
Communication between
procurement personnel
on staff training and
performance.
Communication between
procurement and user
departments on inventory
management.
Procurement
efficiency
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communication and involvement amongst project stakeholders in all stages of the procurement process .As a result, most
of the refurbished projects end up with poor project performance .As per Ramat (1997) majority of refurbished projects
had a high proportion of design information which could only be obtained during the construction stage. In design and
built, the contractors could be involved and contribute ideas to improve the design from the schematic design stage. As
per Elmuti (2003) a number of organizational strategies were identified as key contributors to outsourcing success. These
concluded strategies with clear objectives include right outsourcing partners, adequate skills, adequate planning, effective
communication, cooperation and collaboration throughout the organization. These strategies are thought to improve
quality, delivery and performance.
2.1.3. The Effect of Communication on Staff Training and Performance and Procurement Efficiency
According to Armstrong (2006), performance is a matter of not only what people achieve but how they achieve it. High
performance results from appropriate behavior and the effective use of the required knowledge, skills and competencies
.He further explains that the overall aim of personnel management is to establish a high performance culture in which
individuals and teams take responsibility for the continuous improvement of business processes and for their own skills
and contributions within a framework provided by effective leadership. The aim is to align individual objectives with
organization objectives and to develop the capacity of the people to meet and exceed the organization objectives. As per
Elmuti (2003) when examining the factors that hinder outsourcing by firms, providing enough training and skills needed
to manage outsourcing was a prerequisite .That the individuals responsible for outsourcing relationships should receive
specific training that includes a complete understanding of the business goals of the contract, the specific criteria agreed
to and individual roles. This training and communication according to Foster (1999) can also help to reduce resentment or
resistance to outsourcing.
A resource based view by Guinipero and Pearcy 2000; Handfield and Eltanway 2006 using interviews and surveys, found
out that the significant changes in the purchasing and supply management over the last decade did not leave the
purchasing function unaffected .Triggered by rapid changes in the dynamic business environment, new tasks and use of
the web enabled systems, the role of purchasing professionals has evolved from a rather clerical towards a more tactical
and strategic function. To cope with a more flexible and a more dynamic supply chain, a professional needs interpersonal
communication .The purchasing function is not only driven by a flexible supply chain but also by several trends that drive
the purchasing function towards a more strategic direction. These trends include the implementation of strategic
relationship management with suppliers, strategic cost reduction, integrated systems and collaboration, a greater focus on
total cost in supplier selection and strategic versus tactical purchasing orientation (Guinipero and Pearcy 2000). All these
trends being facilitated by strategic skills which are characterized by team building, strategic planning skills,
communication skills as well as broader technical skills. To cope with the more flexible and dynamic supply chain,
personnel need interpersonal skills. Professionals must be able to influence and persuade their counterparts. Using a
systematic review of information retrieved from documents mainly in electronic databases, Guinipero (2006) most
effective procurement practitioners have a blend of competency, good relationship management and communication skills
as well as the ability to think literally. Not having equal access to information about decision making in government and
the private corporate sector worsened the corruption climate in Bangladesh’s procurement department and that e-
procurement can be used in helping purchasing, processing, exchanging and storing all information related to institutional
purchases in a public organization (Asser and Buoghzala 2008).
2.1.4 The Effect of Communication on Inventory Management and Procurement Efficiency
A study by Somuiywa and Adebayo (2011) found out that the dissemination of ICT has opened up new opportunities for
the development of new roles and functions of the so called info-mediaries or on line freight, e-market places. Somuiya
(2009), Somuiya and Adewoye and Somuiya and Oyesiku (20 10) found out that the purpose of the web based
intermediaries is to give added value to transport and logistics business through greater efficiency, and information
transparency. The faster information flows along the supply chain, the faster operational decisions can become. The faster
the cash and materials flow along the supply chain, the faster a company’s money is freed from the manufacturing or
procurement cycle. As per Ogbadu (2009) the objective of materials management is to provide information service for
controlling the distribution of products, production management, instruction, manufacturing routes and other background
production information.
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2.2 Summary
From the fore going discussion, it is clear that indeed communication fosters efficiency during supplier selection, quality
control of goods and services, staff training and performance as well as materials management. Important communication
tools include purchase orders, contracts, master files, the internet, meetings, invoices, databases, receipt and delivery
documentation, organizational bulletins, notices, graphical presentation of data, correspondence, to name but a few.
3. RESEARCH METHODOLOGY
This study used descriptive research design .This research design is concerned with describing the characteristics of a
particular individual or a group (Kothari; 2006). The case study method was employed since it is intensive in nature, and
would locate the factors that account for the subject of the study. This type of design also describes the state of affairs as
they exist at present (Kothari; 2006). This study targeted 293 employees in departments that purchase core items.
Purposive sampling was applied in selecting all the procurement department staff, all senior management personnel as
well as all supervisors in all the selected departments. Purposive sampling is considered more appropriate when the
universe happens to be small and a known characteristic of it is to be studied intensively. The researcher also used the
Krejcie and Morgan (1970) table for determining sample sizes from any given population to come up with sample size for
the other employees other than the group above desired to participate in the study.
Questionnaires elicited information about the effect of communication on efficiency in the procurement department.
Respondents were asked to give an indication of perception of procurement efficiency in connection with communication
on supplier selection ,communication on quality, communication on staff training and communication on material
(inventory) management employing a five-point Likert rating scale from “strongly disagree” to “strongly agree” with
“Undecided” as the midpoint.
Quantitative data obtained from the questionnaires was analysed using descriptive statistics and made meaningful by
describing the distributions of scores using percentages, measures of central tendencies and measures of relationships.
Since this study attempted to describe certain effects and make inferences about particular perceptions of efficiency, both
correlation and multiple linear regression analysis were utilized. Pearson Product Moment coefficient of Correlation was
used to determine the extent of effects between communication and procurement efficiency variables. The study regressed
Procurement Efficiency (Y) and Communication Variables (predictor variables). Thus the study model:
Y= + + + + +
Where:
Y-procurement efficiency
- Error term
, , , , -Coefficients of procurement efficiency
-communication on supplier selection
-communication on quality control of goods and services
-communication on staff training and performance
-communication on inventory/materials management
4. RESEARCH FINDINGS AND DISCUSSION
The actual number of the respondents who actively participated in the study was 167 of both genders, which is 83.5 % of
the total questionnaires given out.33 respondents did not respond, representing 16.5% of the total questionnaires given
out. The response rate of 83.5 % of the respondents indicates that the gathered data met the generalization standards since
according to Cooper & Schindler (2003) a response rate above 30% of the total sample size can be generalized to
represent the opinions of the entire population.
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Table 4.1.1 Response rate
Gender Frequency Percentage
Males 113 67.7
Females 54 32.3
Total 167 100
4.1.2 Respondents Department
The study further sought to determine the departmental representation at the time of data collection.7.8 % of the
respondents were from the Procurement department, 31.1 % respondents were from the Research department while 12%
were from the Processing department, 4.2% were from the Production department, 13.8 were from the Basic Seed Unit
department while 6.6% were from the sunflower department and 24.6 % were from the Marketing department.
Respondents for the study were drawn from 7 departments of the company which is a representative sample of all the
departments hence data collected from them is representative of the company’s view of the subject of this study. This
representation is shown in the table 4.1.2 below
Table 4.1.2. Representation
Department Frequency Percentage
Procurement 13 7.8
Research 52 31.1
Processing 20 12.0
Production 7 4.2
Basic Seed Unit 23 13.8
Sunflower 11 6.6
Marketing 41 24.6
Total 167 100
4.1.3 Working Experience
It was important for the study to determine the length respondents had worked in the company since this is a basis of
determining if the respondents understood the operations of the purchasing department. It’s assumed that the longer the
stay the better the employee understands purchasing department operations.24% of the employees had worked for
between 1-5 years while 34.1% had worked for between 6-10 years while 24.% had worked for between 11-20 years.18%
had worked for more than 20 years. It is safe therefore to conclude that 76.1% employees had worked in the organization
for more than five years, a period that is deemed long enough to understand the operations of the procurement department
and that the responses were factual and not rumours.This is summarized in the table below.
Table 4.1.3. Working Experience
Years of service Frequency Percentage
1-5 Years 40 24
6-10 years 57 34.1
11-20 years 40 24
Above 20 years 30 18
Total 167 100
4.1.6 Respondent’s Education Level
This study also looked at the education level of its respondents and it found out that 31.1% of the respondents attained
certificate level, 34.7 % are diploma holders while 29.3% hold degrees, 4.2% hold Master’s Degree and 0.6 % are PHD
holders. This means that all respondents have training in their area of specialization and therefore have the necessary
understanding of both language and company operations from an expertise point and that their responses can hence be
relied on. This is summarized by table 4.1.6below.
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Table 4.1.4. Education level
Education level Frequency Percentage
Certificate 62 31.1
Diploma 58 34.7
Degree 49 29.3
Masters 7 4.2
PhD 1 0.6
Total 167 100
4.1.7. Relationship between variables
Inferential statistics was carried out using regression model to establish the effect of internal organization communication
channels on procurement efficiency. The Regression model established how and to which extent each of the independent
variable explained the dependent variable. The study regressed Procurement Efficiency (Y) and Communication Variables
(predictor variables). Table 4.1.5 below shows that the significance value is 0.000 which is less that 0.05 thus the model is
statistically significant in predicting how the independent variables predict the dependent variable. The Regression effect
is statistically significant indicating that prediction of the dependent variable is accomplished better than can be done by
chance. The F calculated is 93.876 which is greater than the F critical at 5% level of significance, this shows that the
overall model was significant.
Table 4.1.5 ANOVA
Model Sum of Squares Df Mean Square F Sig.
1 Regression 97.430 4 24.357 93.876 .000a
Residual 42.033 162 .259
Total 139.463 166
From table 4.1.6 below, communication on supplier selection explained 36 % of purchasing efficiency, communication on
quality control of goods and services explained 32% of procurement efficiency, communication on staff training and
performance explained 22% of procurement efficiency while communication on inventory management explained 13 %
of procurement efficiency. Therefore the regression equation is formulated, Y = -0.218 + 0.366x1+ 0.323x2+ 0.217x3+
0.136x4 The data findings analyzed show that taking all other independent variables constant, a unit increase in
communication on supplier selection will lead to 36.6% increase in procurement efficiency while a unit increase in
communication on quality control of goods and services will lead to 32.3% increase in procurement efficiency, unit
increase in communication on staff training and performance will lead to 21.7% increase in procurement efficiency and a
unit increase in communication on inventory/materials management will lead to 13.6% increase in procurement
efficiency. The possible value of Y when all independent variables are equal to zero is -0.218.
Table 4.1.6 Regression Analysis
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) -0.218 .214 -1.018 .310
Communication on supplier
selection.
.366 .059 .360 6.207 .000
Communication on quality of
goods and services.
Communication on staff training
and performance
.323
.217
.069
.056
.281
.226
4.694
3.850
.000
.000
Communication on inventory
management
.136 .063 .137 2.168 .032
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Based on significance values, the study found out that communication on supplier selection, communication on quality
control of goods and services, communication on staff training and performance significantly explained procurement
efficiency at a significance value of 0.000 while communication on inventory/materials management significantly
explained procurement efficiency at a significance value of 0.32. All together the four independent variables that were
studied explain 69.1% of purchasing department efficiency. Therefore this means that 30.1% of purchasing efficiency can
be explained by other factors that were not considered by this study.
5. SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
5.1. Summary
The first objectives were to establish the effects of communication between the procurement personnel on supplier
selection. In pursuing this objective, respondents were asked whether having access to the databank of the authorized list
of suppliers enabled the procurement personnel select better rated suppliers.6.6%respondents strongly disagreed, 7.8%
disagreed, 8.8% were undecided, 47.3% agreed and 29.9% strongly agreed.
The second objective was to establish the effect of communication between the procurement and user departments on
quality control of goods and services. To pursue this objective, the respondents were asked whether they agreed that
quality is best achieved through careful procedure during specification 4.8% respondents strongly disagreed, 4.2%
disagreed, 8.4 % were undecided42.5 % agreed while 40.1% strongly agreed.
The third objective was to examine the effect of communication between procurement personnel on staff training and
performance. The respondents were asked whether they agreed that procurement personnel performed better in their
workstations because the purchasing executives had communicated their roles to them 10.2% respondents strongly
disagreed, 12.0% disagreed, 10.8% were undecided 38.9% agreed while 6.6% strongly agreed.
The fourth objective was to establish the effect of communication between procurement management and user
departments on materials management, 8.4% of the respondents strongly disagreed, 7.8% disagreed, 12.0% were
undecided, 40.1% agreed and31.7% strongly agreed.
From the findings, communication between procurement department personnel explained 36 % of procurement efficiency,
communication on quality control of goods and services explained 32% of procurement efficiency ,communication on
staff training and performance explained 22% of procurement efficiency while communication on inventory management
explained 13 % of procurement efficiency.
5.2. Conclusions
5.2.1. What Is The Effect Of Communication Between Procurement Personnel On Supplier Selection?
From the study it can be seen that communication between procurement personnel on supplier selection affects efficiency
in the procurement department as most of the respondents agreed to this. Communication between procurement personnel
on supplier selection ensures that the right supplier is selected to meet emerging and planned needs .This also ensures the
continuity of supply by maintaining effective relationships with existing sources or developing other sources of supply.
When there is effective communication among the procurement personnel on supplier choice, the personnel are aware of
the criteria for selection and easily arrive at a consensus on the choice .This fosters objectivity in supplier choice and at
the same time build teamwork in the department .This way, it is easy to meet both departmental and company goals.
5.2.2 What Is The Effect Of Communication Between The Procurement Department And User Departments On
Quality Control Of Goods And Services?
From this study, it can be concluded that communication between the procurement and user department on quality control
of goods and services affects efficiency at the procurement department .This is because a large number of respondents
agreed to it. Interaction among departments fosters some level of friendly attitude that makes it easy for purchasing to
easily detect any quality issue and solve it immediately to avoid further losses. Careful communication ensures that the
user departments give correct specifications for their needs. This prevents re-work and returns which are quite costly and
time consuming, a great disadvantage in today’s dynamic and competitive business world. Communication between the
procurement and user departments during the product development process ensures quality of a product.
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5.2.3 What Is The Effect Of Communication Within The Procurement Department On Staff Training And
Performance?
Communication between procurement management and personnel in the procurement department on their training and
performance affects efficiency in the procurement department. Communication in the purchasing department facilitates
staff appraisal which aides in improved performance which results in efficiency .When there is adequate communication,
there is employee satisfaction as they get an opportunity to constructively discuss problems relating to the job. On the job
training also facilitates good relationship with other departments and even suppliers .However, there seems to be a
problem in the way the purchasing executives communicate the roles of the procurement personnel to them since a very
small percentage agreed that procurement personnel have performed better in their work stations because the purchasing
executives have communicated their roles to them. Also this study revealed that there is no clear program in the
purchasing department placed at a visible position to anticipate training .This means that the procurement personnel are
not sure of when and how they will be trained.
5.2.4 What Is The Effect Of Communication Between The Procurement Management And User Departments On
Materials Management?
From this study, it can be concluded that the efficiency at the procurement function is partially due to proper inventory
control facilitated by communication between the procurement and user department .The purchasing department informs
the user departments on product lead times which enable them prepare purchase requisitions. Material loss is controlled
by effective record keeping, receipt and issuance of inventory. This results in reduced inventory costs. Because
purchasing is blamed for any delay or unmet targets by the company, communication ensures that the purchasing
department being a service department is at the forefront in forging interaction with user departments. Successful
businesses understand the importance of fostering an environment that stresses effective communication and teamwork
between all departments within the organization.
5.3. Recommendations
Having established that communication between the various stakeholders in the organization affects efficiency, a careful
plan of enhancing improved communication channels should be put in place. The efficiency of the procurement
department in public entities depends on communication between procurement personnel on supplier selection,
communication between procurement and user departments on quality control of goods and services as well as
communication between procurement personnel on staff training and performance, and communication between
procurement and user departments on quality control of goods and services. For the public entities to realize increased
efficiency and effectiveness in the delivery of services, these factors must be put into consideration during execution of
procurement functions.
5.3.1. Effects Of Communication Between Procurement Personnel On Supplier Selection
Detailed supplier profiles should be availed to all procurement personnel so that objective supplier choice is made.
Supplier choice should be a collaborative activity between procurement personnel based on the data- a form of
communication –available in the department’s database. Supplier profiles per every product and service line should be
available and understood by all procurement personnel .For improved communication on supplier selection, the
purchasing executives should ensure that all purchasing employees have access to the databank of approved list of
suppliers and that they support the purchasing personnel in the process of supplier selection . This process should be
conducted in a clearly communicated, transparent way, with clear explanation on product requirements and supplier
capabilities. All procurement employees should stay abreast on supplier choice criteria and if not quite sure, should
openly communicate the desire for knowledge without fear of reproof by procurement executives who should in turn
initiate an atmosphere of trust, dependability among employees on supplier choice and desire for improvement .Bearing in
mind that new businesses are initiated daily, the data banks should be continuously updated and supplier profiles clearly
marked .There should also be a realization that improved communication strategies will greatly boost interaction and
greater efficiency. Supplier choice can be done during planned meetings when verbal communication as well as
immediate feedback is realized.
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5.3.2. Effects Of Communication Between Procurement And User Departments On Quality Control Of Goods And
Services
For improved communication between procurement and user departments on quality control of goods and services, there
should be a diligent explanation of product specification, contents of contracts, an understanding of service level
agreements, and clear knowledge on key performance indicators of product parts. The procurement personnel should also
continue being sensitized on preparation and interpretation of specifications, Service level agreements, key performance
indicators as well as contractual terms and schedules so as to enhance the quality of the procured goods and services. The
line managers in these departments should ensure that the employees understand the element of quality in the product or
service procured .Documentation on quality should be kept and shared by purchasers. Managers in these departments
should ensure quality of goods procured through the formation of cross functional teams from the departments requiring
the purchase. Records on past quality issues should be availed for use in making future purchases. There should be
openness and teamwork between members of the cross functional teams such that an environment where issues of quality
are objectively discussed and emerging misunderstanding solved fast are cultivated.
5.3.3 Effects of Communication between Procurement Personnel on Staff Training and Performance
Procurement executives should realize that poor communication of roles to procurement personnel hampers their
performance since it will appear that they are grabbling in the dark so to speak. The procurement department should
realize that lack of trained personnel hampers efficiency. Purchasing can increase efficiency in procurement processes by
availing on the job training. A clear program on training should be funded and a schedule for employee training is drawn
and pinned at visible position for all employees to be ready for training and as a reminder to the organizers of the training
on the requirements of the training sessions. All employees of the procurement should be encouraged to be members of
professional bodies such as CIPS and KISM and should attend seminars offered by PPOA which regularly update
members on global dynamics in the supply chain. Benchmarking other similar organizations is also a viable option to
improved training practices .Employees in the purchasing department should be equipped all the interpersonal skills
which include speaking, listening, writing and ability to courteously relate and negotiate with others.
5.3.4 Effects Of Communication Between Procurement And User Departments On Inventory /Materials Control
For efficiency to improve in the purchasing department there should be constant information sharing between departments
and the procurement department in any entity should ensure improved communication between procurement and user
departments on materials management. This can be done through the sensitization on the work place on the use of
inventory control tools like Goods received notes ,delivery notes ,stock cards , ERP, MRP ,among other information
technology enabled tools which happen to be channels of communication. These tools should be viewed strategically and
not as support tools.
Integration of inter- departmental tasks with information technology can help to speed up decision making process
between the procurement and user departments through shared information. This eases communication process and
creates a favorable environment for the application of Information technology systems like Enterprise Resource Planning
(ERP) and Electronic Data Interchange (EDI). Orders, processes, deliveries, receipts and matching of invoices and orders
if done in and ERP system, eliminates delays which will improve procurement operations. Electronic surveillance
equipment like CCTV’s and vehicle tracking devices, which are all communication channels should be utilized to prevent
pilfering and theft during transportation from stores to user departments. The procurement personnel should provide
reasonable and timely explanations to user departments should delivery delay so that production is rescheduled. JIT
strategies which are known to cut the total cost of ownership and also heavily rely on communication should be utilized.
5.4 Suggestions for Further Research
The study covered four internal communication factors affecting the efficiency of the procurement department in public
entities in Kenya with emphasis on Kenya Seed Company. The study recommends the study of other factors affecting
efficiency in the procurement department not covered in this study. A similar study should also be replicated on other
public entities to gauge the similarity or otherwise of the findings. The contribution of particular channels of
communication to efficiency in the procurement department should also be studied.
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