Effect of Top Management Team Changes on Service Delivery at Telkom Kenya

Abstract

This study sought to underscore the impact of top management team changes on service delivery at Telkom Kenya. The study adopted a case study design. An interview guide was utilized in the collection of data from the departmental heads of the company in question. Data gathered was analyzed by way of content analysis. The findings of the study revealed that the managerial positions are occupied with people who have attained the highest education levels. For example, PhDs. Education level of individuals is a measure of the skills a person has. The managerial position is occupied with people who have reached the doctorate position because their advanced skills are highly needed in the company. Difficult tasks are done by management, tasks like communication and brand management, management of sales and the management of special projects for the organization which are essential for competitive advantage and stability of the organization. Change management in Telkom Kenya has enabled it to provide quality services and have its customers’ needs at the focal point. It has been able to address issues of customer satisfaction in relation to their competitive advantage. Some strategies adopted include: addressing issues of reduced service disruption and system downtime. Conducting routine performance checks on their systems in a bid to help prevent system disruptions. Resolving network issues such as system downtime and network outages. For employees at Telkom Kenya, training that came as a result of change management improved their overall performance. Through training of employees there is an overall effect in the performance of the organization. Training in Telkom Kenya not only targeted the employees of but also the top management. This therefore enhanced change management because different programs strengthened the skills and knowledge of the entire workforce making it easy for Telkom employees to be effective in their execution of tasks and strategies. Change in the management has enabled Telkom to restructure its company in terms of all department which has enabled it to improve in its performance. Management change has enabled Telkom Kenya, to manage all the risks that might occur in the process of implementation the strategies hence its survival by formulating policies which will address the competitive threats. The study recommended that Telkom Kenya should make it a smooth transition when effecting changes and therefore prepare their employees weigh in advance before the actual period when the change is set to take place. Early notification given to the employees in due time will enable them make structural adjustments and also prepare them psychologically. This will give them enough time to adjust to the particular situation the organization is going through. It will also beneficial for Telkom Kenya to conduct rigorous interviews and training their employees this would help them avert the need to lay off managers and other members of staff due to incompetence and redundancy in the phase of stiff competition that would result to massive pressure to control the market share.