INFLUENCE OF HUMAN RESOURCE MANAGEMENT SYSTEM ON SERVICE DELIVERY IN COUNTY GOVERNMENTS IN KENYA

Business Process Reengineering (BPR) is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvement in critical contemporary measures of performance such as cost, service, quality and speed. The objective for the study was to examine the influence of human resource management system on service delivery in County Governments in Kenya. Human resource management system is one of the key aspects of Business Process Re-engineering (BPR). There have been challenges in meeting service delivery in County Governments ranging from conflicts about roles and functions, misuse of resources, workers strike, county assemblies disagreements, impeachments debates, poor accountability of 15% of developed funds, low infrastructural development, even after national government transferred power and required funds to the county governments. The study was anchored on the stakeholder theory which is a theory of organizational management and business ethics that addresses morals and values in managing an organization. The study adopted mix method referred to as concurred-explanatory design. A sample of 431 respondents was selected by first clustering them into respective counties, stratified into departments from which purposive sampling was done to select respondents with the required information for the study. Data was collected using questionnaires that were structured according to the 5 Likert scale. The data was analyzed using descriptive statistics with results displayed using figures and tables. Inferential statistics namely correlation and Chi-Square were used to test the validity of the study hypothesis at 5 % levels of significance. The test Karl Pearson Correlation test yielded correlation coefficient r (398) = 0.398, p-value = 0.000. The Pearson Chi-Square of χ 2 (16, N=398) = 80.032, p=0.000< 0.05. It was evident that there is a positive influence of HRM system on service delivery that is significant at 5% levels of significant. The county governments should embrace business re-engineering in their HRM by ensuring that they select and place employees using relevant recruiting methods. Training and Development in the county governments should be tailored based on need analysis. Key Words: Business Process Re-engineering, Human Resource Management System, Service Delivery. CITATION: Kimilu, J. M., Mwenja, D., Kiambati, K., & Mbugua, L. (2020). Influence of human resource management system on service delivery in County governments in Kenya. The Strategic Journal of Business & Change Management , 7(1), 834 – 842.