Factors That Influence the Management of Change in a Turbulent Business Environment: A Case of Telkom Headquarters Kenya

Abstract

The purpose of this study was to evaluate factors that influence the management of change in Telkom Kenya Limited in a turbulent business environment. The study was guided by the following research questions: What is the influence of internal communications strategy on change management in Telkom Kenya Limited? What is the influence of training and development on change management in Telkom Kenya Limited? What is the influence of culture on change management in Telkom Kenya Limited? Descriptive survey research designs was be used to allow researchers to gather information and summarize, present and interpret data for the purpose of clarification. The target population of study was 167 top level managers, middle level managers and lower level managers at the Telkom Kenya headquarters. Stratified sampling was used to help increase the statistical efficiency of a sample by providing adequate data per stratum and a sample size of 114 respondents was arrived at. A review of the first objective indicated that employees are able to understand change and its impact. Study findings indicated that Telkom Kenya uses change management practices such as staff communication. Results also show that Telkom Kenya has increased communication during change processes. Majority also indicated their pleasure with management's efforts to keep employees up to-date. With regard to the second objective it was agreed that through training, respondents have been able to gain more knowledge. Study also show that managers at Telkom Kenya create awareness regarding change management. Findings also revealed that Telkom Kenya has developed policies such as; human resource code for staff development training. Analysis of the third objective revealed that Telkom Kenya has a culture that is in line with their goals. Study also show that Telkom Kenya has a culture which influence positive attitudes and behaviour at work. Findings also show that Telkom Kenya has a clear mission statement in place. It was also shown that Telkom Kenya adjust its culture to be able to deal with changes taking place in the environment. At the same time Telkom Kenya develops employees for change management. It was concluded variation in change management is attributed to internal communication thus it’s of essence for the firm to always make the employees understand change and its impact. This can only be achieved through having an efficient channel for staff communication. It is thus the management's role to ensure all efforts are done to keep employees up to-date. Secondly, training and development is a vital aspect with regard to how employees react to changes in a firm. The training needs and demands should always be aligned to the human resource code for staff development training. Thirdly, organization culture has an influence on how employees react to change management. Employees need the information and thus there should be an awareness with regards to past and present system of operation. In addition, Telkom Kenya uses its mission statement to implement change. The study recommended that Telkom Kenya should continue using change management practices such as staff communication in order to minimise rumours and also to keep employees up to-date with the anticipated changes. The firm needs to adopt a clear policy that communicate employees’ responsibilities during change management process. Secondly, training is a vital component with regard to the changes in a firm, thus Telkom Kenya should ensure that its employees are well trained to handle any changes that take place in the sector. For smooth transition the firm should offer training and development programs before the change is affected. Thirdly, Culture plays a vital role with regard to how change in the firm is absorbed by the employees. Thus Telkom Kenya needs to maintain a culture which influence positive attitudes and behaviour at work. The firm also needs to ensure that the culture is consistent with the change management strategy. For further studies, it is recommended that a similar study should be done to determine other factors that affects change management in other telecommunication firms in Kenya.