Investigation of Challenges, Achievements and Opportunities in Sustaining Development Army in Oromia Regional State, Ethiopia

Abstract

The aim of this study was to gain better understanding the challenges and opportunities of in sustaining development army and its effect. The research questions concerned investigating the antecedents of challenges and opportunities, the beneficial level of empowerment and the outcome of empowerment. In order to gain insight into these a case study was done in Oroma regional state selected bureaus. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as development army. The practice of which can directly affect the quality of services delivered, and customer satisfaction.

In order to achieve the desired result of this research both qualitative and quantitative research methods were used. Case study was the major strategy followed by the researcher to achieve the desired objectives. Both descriptive and explanatory research designs were used as research designs for this study. As to the sources of information, relevant data were gathered from primary and secondary sources. Primary data were gathered through structured questionnaire and structured interview as data collection instruments. Document analysis was also made in gathering secondary data with special reference to challenges and opportunities of sustaining development army practices in public service giving organizations. Primary data obtained from sample respondents, selected through convenience and purposive sampling, were analyzed with the help of SPSS software package. And, statistical tools such as frequency, means, percentage, and cumulative percentage, were used in analyzing the data.