| dc.description.abstract | Implementing change management practices has met varied challenges of resistance in
the banking industry owing to open competition in the global arena of the banking
industry. Commercial banks in Kenya have had no choice but to embrace change
management practices for survival. Emerging developments in the political, economic
and technological spheres have presented various commercial banks in Kenya with
innumerable challenges of change practices which had poised various options of
benchmarking, change of the management of the commercial banks in Kenya, change of
the policies and regulations. Over the last fifty years commercial banks in Kenya has
adopted some trendy market type of reforms aimed at improving their service delivery to
their customers. The strategies of the change management have not been applied
uniformly across all commercial banks in Kenya due to implementation challenges
encountered by the commercial banks in Kenya. Strategy of the organization is the
roadmap towards the attainment of its long term goals and objectives. Strategic
management is the process of the operationalization of the firms strategy, strategic
management helps in the formulation of the effective organizational goals. Strategic
change has become a constant phenomenon which must be attended to and managed
properly if an organization is to survive. Changes in technology, the market place, global
economy workforce demographics and the political environment have significant
processes. Since its inception, National bank of Kenya has been improving its services
and the mode of delivery of service to their customers. Although delivery of their service
has improved with time national bank did not benchmark themselves with other firms in
the market. The study recommends that banks should analyze their target market, identify
their competition and learn from your competition and your customers. Banks should gain indepth
insights about their customer portfolio and consider human resource management as a
mean to gaining competitive advantage. The study also recommends that banks should
continuously maintain the competitive advantage they have gained by predicting future
trends in the banking industry, constantly researching and monitoring competitors, and
adapting to customer’s wants and needs. | en_US |
