Influence Of Change Management Practices On Quality Service Delivery At Kenya Power And Lighting Company; A Survey Of Uasin Gishu County, Kenya

Abstract

The purpose of the research is to find out the influence of change management practices on quality service delivery at Kenya Power and Lighting Company. This is dictated by the fact that change management has become a major subject in the parastatals spectrum. However, due to unproductive change management practices, the change idea has not taken root among management and staff, thus affecting quality service delivery to the people. This study therefore aims to establish the influence of communication of change on quality service delivery; explore the influence of participation in change process on quality service delivery; and assess the influence of management direction to change on quality service delivery; and find out the influence of resistance to change on quality service delivery. It was based on the change management theory. Descriptive survey research design was employed, targeting staff and top managers KPLC in Uasin Gishu County. Census method was selected staff. Questionnaires administered on the staff and management was the data collection instruments. To test the reliability of the instruments, Cronbach’s coefficient Alpha formula was used; while validity of the instruments was used to measure by two experts at University of Nairobi reviewing the instruments. Data was analyzed using descriptive, correlation and regression analysis then presented in tables. The results showed that communication of change process (β=.173, t=2.661, p<0.004); Participation in change process (β=.324, t=4.473, p<0.001); and management direction of change (β=.352, t=5.209, p<0.001); all had significant influence on quality service delivery at Kenya Power and Lighting Company. The study therefore recommends that: Kenya Power and Lighting 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. Kenya Power and Lighting Company management should offer clear direction, devoid of manipulation but direct and consistent to ensure quality service delivery.