Influence of Strategic Change Management Practices on Quality Service Delivery at Kenindia Assurance Company Limited

Abstract

The research paper was meant to conduct an investigation on the influence of strategic change management practices on quality service delivery Kenindia Assurance Company. This was necessitated by the fact that change management has become a major issue for most private entities, particularly in the insurance sector. Nevertheless, as a result of ineffective change management practices, the change concept has not taken root among management and staff, thus affecting quality service delivery to the people. This study therefore aimed to establish the influence of communication of change on quality service delivery Kenindia Assurance Company; explore the influence of participation in change process on quality service delivery Kenindia Assurance Company; and assess the influence of management direction to change on quality service delivery Kenindia Assurance Company. It was based on the change management theory. It employed descriptive research design, targeting 206 staff and top managers at Kenindia Assurance Company. Simple random sampling was used to select 136 staff from which only 106 returned fully filled questionnaires. Questionnaires administered on the staff and management were the data collection instruments from which reliability through Cronbach’s coefficient Alpha formula and validity of the instruments were measured. Descriptive method was used in data analysis, correlation and regression analysis then presented in tables. The results show that communication of change process; Participation in change process; and management direction of change; all had significant influence on quality service delivery at Kenindia Assurance Company. The study therefore recommends that: Kenindia Assurance Company management should create workable strategies to effectively communicate change efforts to staff. Buy-in should be sought by ensuring that all channels of communication are used to communicate to staff for quality service delivery. They can do this through seminars, workshops, regular staff meetings among others. They should fully involve staff in change process to improve on quality service delivery. Such participation should be structured in a way that staff voices are heard clearly and opinions considered appropriately. Kenindia Assurance Company management should offer clear direction, devoid of manipulation but direct and consistent to ensure quality service delivery.