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MMUST SENSITIZATION WORKSHOP REVEALS THAT BUSINESS PROCESS RE-ENGINEERING (BPR) IS KEY TO INSTITUTIONAL SERVICE IMPROVEMENT AND INNOVATIONS

The educative workshop was graced by the Vice Chancellor, Prof. Solomon Shibairo who encouraged staff to address the weaknesses while at the same time enhancing the strengths of their cost centres. He was also accompanied by the Deputy Vice Chancellor, Academic and Students Affairs, Prof. Hussein Golicha who expressed satisfaction at the manner at which the workshop was conducted. This workshop brought together managers of the University including the University Management Board members, Deans and Directors.


 mmustconference3

A section of the BPR workshop participants.


In the process of re-engineering, institutions need to display the Citizens’ Service Delivery Charter prominently at entry points and service delivery points in both English and Kiswahili and in prescribed format and size.

While making a presentation on ‘Concept Business Process Re-engineering, The Case for BPR in the Public Service (Kenya)’, BPR Consultant, Ms. Jacqueline Mutimba noted that BPR is the fundamental rethinking of systemic and radical redesign of organizational processes to achieve great improvements.

“Customer centrism is vital to determining how business processes are designed. Think Like a Customer (TLC) and treat them professionally. In order to meet customer needs I urge you to offer accessibility to high quality services, Just In Time (JIT) services, convenient services, improve efficiency and effectiveness and provide affordable services,” stressed Ms. Mutimba. We cannot use 20th century processes to serve 21st century customers.


configxThe Vice Chancellor, Prof Shibairo making a presentation


 

Ms. Mutimba pointed out that BPR projects should be monitored on a continuous basis to help in identifying emerging issues. Customer needs and expectations keep changing and it is useful to keep tabs on these expectations in order to offer service that satisfies their needs.

The exercise is part of MMUST’s PME Performance Contracting target to document processes, procedures and relevant work plans for all services in the Citizens’ delivery charter. This re-engineering of processes and procedures is bound to make ‘the University to watch’ in the region.

By Dr. Lydia Anyonje and Linet Owuor

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