Process Management Practices and their Influence on the Strategic Competitiveness of Diagnostic Laboratories in Nakuru County, Kenya

Abstract

Abstract Effective process management is central to and plays a critical role in enhancing the operational efficiency and strategic competitiveness of diagnostic laboratories. Despite its importance, empirical evidence on how process documentation, monitoring, and standardization shape competitiveness in lowand middle-income settings remains limited. This study examined the influence of process management practices on the strategic competitiveness of diagnostic laboratories in Nakuru County, Kenya.A cross-sectional analytical study was conducted among 38 respondents drawn from public and private diagnostic laboratories. Data were collected using structured questionnaires and supplemented with qualitative insights from open-ended responses. Descriptive statistics, chi-square tests, and Pearson correlations were used to analyze quantitative data. Key process management variables included QMS documentation, process review frequency, performance metrics, communication practices, improvement pathways, and stakeholder interfaces. Strategic competitiveness was assessed through perceived quality, customer satisfaction, and financial indicators. Adoption of process management practices was high, with 90.5% of laboratories implementing documented QMS and all maintaining written procedures. Metrics availability showed strong correlations with monitoring frequency (r = .726, p < .01), communication frequency (r = .715, p < .01), and pursuit of improvements (r = .645, p < .01). Documented QMS significantly predicted the use of structured stakeholder feedback systems (χ² = 13.263, p = .004, φc = .795) and ROI monitoring (χ² = 5.185, p = .023, φc = .509). Qualitative responses highlighted challenges such as outdated SOPs, workload pressure, and limited infrastructure. Nonetheless, standardized processes, regular reviews, and clear communication were reported to enhance reliability, compliance, and stakeholder confidence. Overall, 90.4% of laboratories rated their quality performance as “Good” or “Excellent.Strong process management practices including documentation, regular monitoring, structured improvement, and stakeholder engagement significantly enhance strategic competitiveness. Strengthening digital documentation systems, increasing review frequency, and addressing contextual resource constraints can further improve performance and sustainability.