KEMSA Support Program FY 2013 Q1 Progress Report (01 October – 31 December 2012)

This program is in support of Kenya's Vision 2030, which recognizes health as one of the foundations for national transformation. The program's primary objective is to strengthen KEMSA's commodity management system for effective service provision to client health facilities throughout the country. Major accomplishments during the first quarter of FY13 included strengthening KEMSA's warehouse structure and operations by creating 660 new pallet storage spaces in the central warehouse. Additionally, over 200 of KEMSA's warehouse and distribution staff were equipped with personal protective equipment, including hard hats, shoes, and dust coats. The integration plan of the Logistics Management Unit (LMU) into the Customer Service Department was completed, and customer service reporting tools were developed. Customer service standard operating procedures (SOPs) were reviewed, and 24 Customer Service Assistants were trained in essential customer service skills. A one-page scorecard was introduced, providing KEMSA's Chief Executive Officer (CEO) and departmental directors with a single-page overview of KEMSA's performance. Training on the recently completed finance SOPs was conducted for KEMSA's Finance Department personnel, focusing on building knowledge on the use of the SOPs during their implementation. Procedures to monitor the implementation of the new SOPs were initiated. Two important events were organized and implemented with KEMSA, including the official announcement of the direct funding agreement between KEMSA and USAID, and the inauguration of KEMSA's new Board of Directors. The qualitative impact of the program is evident in the strengthening of KEMSA's operational mandate, governance architecture, and practice. The program has engaged with key stakeholders to advocate for the passage of the KEMSA bill, which will provide the organization with necessary autonomy. A one-day skills-building workshop was conducted for customer service personnel, focusing on the integration of the LMU into the Customer Service Department. The workshop aimed to strengthen unity between the LMU/Customer Service staff and create a strong, integrated, and motivated team. A draft change management strategy was initiated, covering the change processes, systems, tools, job roles, and organizational structures that will impact how people in KEMSA perform their roles. The strategy will guide the implementation of change management within KEMSA. Training was delivered to KEMSA's Finance Department on the use and implementation of the recently updated finance SOPs and manuals. A total of 23 KEMSA finance staff participated in the training, which was designed based on the main content areas of the SOPs and incorporated a session on change management. The annual review of KEMSA's strategic and business plans was facilitated, with a total of 24 participants attending, including KEMSA's senior management team. The key objectives of the workshop were to develop a quantifiable and measurable set of key performance indicators (KPIs) that are representative of the critical success factors of KEMSA and can be included in the strategic plan. The output of the workshop included a set of KPIs that are specific, measurable, attainable, relevant, and timely; a detailed implementation plan; an operational plan; and an updated strategic plan. Inventory management and tracking systems were also strengthened through training on best practices and essential skills for customer service staff. A total of 24 KEMSA Customer Service Assistants and LMU staff participated in the training, which covered communication skills, email etiquette, qualities of effective Customer Service Assistants, and complaints management. The training strengthened the readiness of the Customer Service Department to function as an integrated unit pending the integration of the LMU into customer service.