Change management strategies used by Aon Minet Insurance Brokers Limited (Kenya)

Abstract

The study aimed at establishing the change management strategies used by Aon Minet Insurance Brokers Limited in implementing the business segmentation process. The Business segmentation process is a relatively new concept in brokerage firms within Kenya. The concept works on the premise of creating business affinity groups, in which clients who are in the same industry are classified. The creation of business segments enables an organisation to be more focused on delivering not only the required services to clients, but also add value to their services by providing informed products and services of the affinity groups. The objectives of this study were to determine the change management strategies used by Aon Minet in the implementation of business segmentation process. A case study approach was used. The respondents were 8 senior managers who formed the task force in the implementation process. Primary data was collected through interviews. The data was analysed using content analysis. It was established that Aon Minet Insurance Brokers Limited had systematically undertaken specific steps before implementing the business segmentation process. Effective communication of the concept to the employees was a key activity in the pre-implementation stage. It was noted that at the initial stages of implementing the business process, most of the staff were sceptical about the whole process. The management had to put in place strategies to positively change this negative attitude and gain acceptance from the staff. Such strategies included: training, team building sessions and regular contact meetings between divisional heads and their staff. The researcher noted that the Kurt Lewin change model was primarily used. The findings are invaluable to any organisation in implementing new changes. The researcher also recognises the limitation of the study and suggests further areas of research.