Integrating the Business and People Dimension of Change at Safaricom Limited, Kenya

Abstract

This research study is a case study carried out on Safaricom Limited, a leading mobile network operator in Kenya. The research study was carried out to identify integration of business and people dimension of change at Safaricom limited, Kenya. Business dimension of change is the fundamental changes in the business of the organization and its future direction while people dimension of change focuses on the behavioral aspect of an individual conduct to work in the desired ways. The research project was conducted by collecting primary qualitative data captured using a comprehensive interview guide and administered through direct personal interviews to six respondents who work in different positions and are directly involved in diverse ways with strategic change at Safaricom limited. The report contains an in-depth analysis and interpretation of the data, identifying key aspects of people dimension of change and business dimension of change in relation to how the two dimension of change have been integrated. The findings of the study revealed that Safaricom limited has embraced integration of business and people dimension of change through employee involvement in change formulation, proper feedback mechanism using employee survey and staff council which has resulted in successful implementation of change with very limited resistance while having sustainable profitability. This integration can be further improved through encouraging employees to use available avenues such as people surveys to genuinely express themselves and raise issues pertinent to improving the organization’s climate to optimum productivity. On the other hand the organization should keep the communication channels widely open, provide regular feedback and be seen to respond and act on the suggestion given by employees continually. The study further established that for successful change to occur both people and business dimensions of change should occur simultaneously with employees transitioning in harmony. Therefore, in the current turbulent environment, learning organization must integrate the people dimension of change with the business dimension of change to remain competitive both in service delivery, as well being an employer of choice and as a partner of choice in business. The case study has focused on Safaricom limited only and therefore, the findings have not exhausted the mobile telephony industry, therefore further research should be replicated in another mobile network operator or in a service industry to verify this study’s conclusions.