Factors Affecting Change Management in Utility Service Providers: A Case of Kenya Power

A Research Project Submitted to the Chandaria School of Business in Partial Fulfilment of the Requirement for the Degree of Masters in Business Administration (MBA)The purpose of the study was to establish the determinant of change management on utility service providers with a focus on Kenya Power Company. This study aimed at establishing how organizational culture affects change management, determining how organizational policy affects change management and how management support affects change management among utility service providers. The research assumed a descriptive research method in analyzing, interpreting, and presenting data. The study focused on 120 senior management staff including the general managers, senior officers and supervisors drawn from 10 departments at Kenya Power Company. Stratified random sampling was used in the study and inferential and descriptive statistics used in data analysis and presentation using Statistical Package for Social Sciences (SPSS).Figures and tables were used in data presentation. The first objective of the study was to establish how organizational culture affects change management of Kenya Power Company. The study found that employee attitudes are considered to be indicative of the success of an organization postulated to motivate behaviour and to exert selective effects at numerous stages of processing information. The second objective of the study was to examine how organizational policy affects change management at utility service providers. The study found that an organizational policy is very important in the utility service providers as it conveys to employees what is expected of them. Organizational policies help utility service providers maintain a degree of accountability to internal and external stakeholders. The third objective of the study was to assess the effect of management support on change management of utility service providers. The study reveals that when managers offer their full support to an organizational change management process, they direct activities in a more productive way. It was established from the study that employees at Kenya Power Company are trained regularly to quickly adjust to continuous change occurring in their organizations. The study concludes that due to organizational culture, employee attitudes are considered to be indicative of the success of an organization postulated to motivate behaviour and to exert selective effects at numerous stages of processing information. The study also concludes that organizational policies help Kenya Power maintain a degree of accountability to internal and external stakeholders. Due to the existence of organizational policies, the company has a change implementation plan involving the engagement of the organizational structure. Due to support from management, employees at the Kenya Power Company are trained regularly to quickly adjust to continuous change occurring in their organizations. The study recommends the management of utility service providers observe and maintain key values of their organizations as they determine the organizational behaviour and mould the social identity of the employees. The study also recommends management of utility service providers to create viable organizational policies as they convey to employees what is expected of them because policies help organizations maintain a degree of accountability to internal and external stakeholders. The study recommends the managers to train employees regularly to quickly adjust to continuous change occurring in their organizations