dc.description.abstract | Organizations nowadays are under intense pressure to fundamentally change how they
operate and do business if they are to ensure their survival and competitiveness. As
organizations go through this motion it is important to understand change
management practices. Due to development of new products and processes, social and
political change and economic fluctuations organizations are forced to change so as to
align themselves to the environment. These changes have to be managed too so that
they can improve performance of organizations. The phenomenon of managing
change is a complex issue facing management today. The study seeks to answer the
question: Does change management affect organizational performance in Kenya
Revenue Authority? This study used a case study which is qualitative in nature. The
respondents were managers from Kenya Revenue Authority. The study used interview
guides to collect primary data. The interview guide had unstructured questions which
was used to encourage the respondents to give an in depth response without feeling
held back in revealing of any information. The data was then analyzed using content
analysis. The study revealed that change management affects organizational
performance in KRA. There have been four major strategic changes in KRA that is
technological advancement, structural changes, strategic change and people. All these
changes have increased efficiency and improved performance in KRA. The study
established that organizations like KRA have had to align themselves to the
environment so that they can increase their chances of survival. The study concludes
that management should be competent in change management so that it can help
employees to be able to embrace the changes quickly and improve efficiency
therefore improving performance. The study also concludes that various changes have
necessitated changes in KRA for instance, rapid development in information
technology, demand for services from the government, changing operational
environment and customers demand for more transparency. The study recommends
that, KRA should do more on managing resistance to change especially among the
staff. They should prepare the people who will be affected by the various changes.
Change managers should sell the benefits of the changes to the employees rather than
force changes on them. The findings of the study will assist the government in
formulating a policy on the regulatory process in the economy in the areas that
necessitate strategic change management, in order to ensure orderly economic growth
and development. The results of the study are important to academicians and
practitioners. The academicians can use the findings for further research while
practitioners can apply the lessons in planning and implementing future changes.
Lastly, the study will assist the management team in KRA to be able to evaluate the
effectiveness of the strategies on change management and performance and adopt
correct change management strategies that will achieve the required performance. | en_US |