Strategic Supply Chain Management Practices and Performance of Public Service Pension Schemes in Kenya: A Case Study of Public Service Superannuation Fund

Jonathan Makau and Prof. Emmanuel Awuor
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Jonathan Makau: Postgraduate student, The Management University of Africa
Prof. Emmanuel Awuor: Professor (Associate), The Management University of Africa

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 7, 2318-2328

Abstract: The study examined the effect of strategic supply chain management practices and performance of public service Superannuation Fund. The Specific objectives included evaluating the impact of customer relationship and process control on the performance of Public Service Superannuation Fund. The study was anchored on relational theory of management. The study adopted the descriptive research design and the targeted population for the study was 343 employees in Public service Superannuation Fund. The qualitative data was analyzed using content analysis while quantitative data using descriptive and inferential statistics Moreover, the unit of analysis was the managers, technical support, secretariat, and board members. The study findings reveal that both customer relationship management and process control have a positive influence on the performance of the Public Service Superannuation Fund’s strategic supply chain management. The study concludes that both customer relationship management (CRM) and process control significantly influence the Public Service Superannuation Fund’s strategic supply chain management performance. The findings suggest that prioritizing process control practices while maintaining a focus on customer relationships is the most promising strategy for enhancing the fund’s overall performance. The study recommends that the Public Service Superannuation Fund prioritize enhancing its CRM practices by implementing a citizen-centric approach, establishing robust feedback mechanisms, and implementing advanced CRM systems to centralize customer data and facilitate personalized interactions. Additionally, the fund should develop and track specific performance metrics and KPIs related to CRM to quantify progress and identify areas for improvement. Regarding process control, the study recommends implementing comprehensive quality control measures, fostering a culture of process improvement and innovation, investing in advanced data analytics and modern technology to automate and streamline supply chain processes, and defining and tracking specific performance metrics and KPIs for process control to measure progress and guide future improvements.

Date: 2024
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