Performance Measurement of the Business Process Outsourcing Sector in Kenya: Balance Scorecard Approach

Chege Purity Nyambura,Kirema Nkanata Mburugu,Jesse Maina Kinyua

doi:10.32861/jssr.611.962.968

Abstract

The aim of this study is to investigate the performance measurement of the business process outsourcing sector in Kenya using the balanced scorecard approach. The components of the approach include financial, internal processes, customers, learning and growth. The study was carried out in all the registered business process outsourcing companies in Kenya and questionnaires administered to the marketing managers of the respective companies. To analyze data, descriptive statistics and Kruskal Wallis Test were used. Descriptive statistics was used to ascertain the view of the performance of the sector by use of means and standard deviations. Kruskal Wallis Test was used to obtain the perception of the respondents on the use of the four balanced scorecard perspectives in their companies. The study established that the business process outsourcing sector in Kenya used the balanced scorecard that included both financial and non- financial measures. However, they tended to lean more on the use of financial measures. This paper, therefore, recommends the use of non- financial measures to measure performance too.

Highlights

The first steps taken by Dr Andy Matilla Correa (Mantilla, 2011) in Cuba on the research of the science of Administrative Law have been effective.This researcher studies the subject with a chronological and interesting approach, mentioning the birth of the administrative contract within this science
In Cuba, there are not profuse research on the topic and on the concept as such, it only appears on the Cuban colonial legal standards like in “Brief Treaty of Administrative Law, The Spanish General of the Kingdom, and Especially of the Island of Cuba, 1847” [hereinafter: Brief treatise] (María Morilla, 1847), printed in Havana, where a reference is made to some important issues related to the administrative law, because of its newness, exclusivity and legal significance
These legal norms or rules contained the name of administrative contracting, for the first time in the history of law in Cuba, and it says so: the power of the Provincial Councils, its organization., its power- knowledge of the contentious—administrative

Summary

Introduction

The first steps taken by Dr Andy Matilla Correa (Mantilla, 2011) in Cuba on the research of the science of Administrative Law have been effective. This researcher studies the subject with a chronological and interesting approach, mentioning the birth of the administrative contract within this science. The contract occupies a prominent place in the science of Law, having a especial importance the dimension of the administrative contract. The study of this subject in the science of administrative law is considered relevant, despite being controversial

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