The effect of procurement practices on service delivery in organizations:

Abstract

The main purpose of the study was to establish the effect of procurement practices on service delivery in organizations using UMEME (U) Ltd the case study. The study was guided by the following objectives: to establish the impact of negotiation techniques on service delivery of organizations, to assess how the contract management affects service delivery of organizations and to identify the effect of procurement planning on service delivery of organizations. Due to the increased customer complaints, reduced sales and some inefficiency in service delivery which could be related to procurement practices the study therefore aimed at investigating how the procurement practices affect service delivery. The researcher used a case study research design and data was collected using a self administered questionnaire and face to face interviews with the employees and management of UMEME (U) Ltd respectively. The results from the findings indicated that majority of the respondents were females (60.0%) in the company and were in the age group between 21 - 30 years who were married. The findings from the study revealed that there is a strong performance evaluation system to measure how effectively our organization negotiates and that contract management ensures that the products and services are fit for purpose in terms of quality of product/service and give room for continual improvement/innovation. Further still, the integration of procurement plans has improved the annual work plan and budget which has enabled efficient service delivery. Finally, a number of recommendations were suggested such as the organizations should develop good, proper and effective negotiation strategies that can help them achieve value for money and that organizational leaders need to invest strategically in the developing of their human resource with skills on how to effectively design procurement plans