Organizational Alignment Strategy and Service Delivery in The Teachers Service Commission, Kenya
DOI:
https://doi.org/10.47941/jbsm.3913Keywords:
Organizational Alignment Strategy, Human Resource Alignment, Service DeliveryAbstract
Purpose: The study sought to examine the influence of organizational, human resource, technological and process alignment influence service delivery within the Commission.
Methodology: This study adopted a descriptive research design to examine the influence of organizational alignment strategies on service delivery in the Teachers Service Commission Kenya, targeting TSC Headquarters staff employees drawn from key functional departments, then determine sample size using Slovin's Formula. Data was collected using structured self-administered questionnaires. The collected data was coded and analyzed using SPSS version 26, where descriptive statistics summarized the study variables, while Pearson correlation and multiple linear regression analyses tested the relationships between study variables. Stratified random sampling was used to select a representative sample of 218 respondents from the selected departments of the Commission.
Findings: The findings demonstrate that cultural alignment, human resource alignment, technological alignment, and process alignment positively and significantly enhance service delivery within the Teachers Service Commission. A workplace culture founded on shared values, open communication, teamwork, and ethical conduct creates an environment that supports employees in achieving organizational objectives. The effective human resource practices, including strategic recruitment, staff development, and workforce planning, strengthen employees' capacity to deliver quality services. The study also established that appropriate use of technology enhances operational efficiency by supporting decision-making, improving information management, and facilitating timely service delivery, while well-aligned organizational processes promote consistency, coordination, and continuous improvement in service provision.
Unique Contribution to Theory Practice and Policy: Based on these findings, the Commission should strengthen employee recognition programmes, invest in continuous staff development, modernize its ICT systems, and regularly review operational processes to improve efficiency. Sustained attention to these areas will help enhance organizational performance (timeliness, complaint resolution, customer satisfaction and accessibility of services in the Commission.
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Copyright (c) 2026 Eva Muthoni Karoki, Dr. Sr. Blandina Kori, Dr. Rahab Lanoi
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