Internal Business Processes and Organizational Performance in Sonarwa Insurance Company in Rwanda

Doreen Mutesi & Martin Kimemia Gathiru
Mount Kigali University
Email: doreenmutesi301@gmail.com

Abstract: This study examines the influence of internal Business Processes on the organizational performance of SONARWA Insurance Company in Rwanda. A descriptive research design was employed, using both quantitative and qualitative methods. The target population consisted of 170 staff members, including senior, middle, and lower management involved in strategy and performance management. A total of 136 questionnaires were returned, and 12 senior managers were interviewed. Data were analyzed using SPSS version 23, applying both descriptive statistics and inferential analyses. The results revealed a significant positive correlation between the internal business processes perspective of the Balanced Scorecard and organizational performance, with a Pearson correlation coefficient of r = 0.614, indicating that internal processes play a vital role in enhancing performance. Regression analysis further showed that internal business processes are a significant predictor of organizational performance, with a standardized beta coefficient of 0.146 and a p-value of 0.000. These findings affirm the effectiveness of the Balanced Scorecard framework in improving performance outcomes at SONARWA. Based on the findings, the study recommends continuous improvement of internal processes, balanced focus on all BSC perspectives, and investment in staff training to enhance strategy implementation and performance measurement. The study provides practical insights for SONARWA and other insurance companies in Rwanda aiming to leverage the Balanced Scorecard for sustainable organizational performance.