| dc.description.abstract | This was a case study of Safaricom limited, analyzing the restructuring process adopted, objectives, challenges and its impact on organizational performance. The objectives of the study were to determine the organizational restructuring process undertaken by Safaricom and whether such restructuring process contributed to Safaricom's performance. The study adopted a case study design so as to undertake an in-depth and comprehensive inquiry. The study interviewed ten senior managers. Content analysis was used to analyze the data and generate relevant results.
The key findings from the study were that Safaricom underwent an organizational restructuring process. Some of the notable impacts of the process include improved customer service, initiatives to retain high value customers, delivery on cost initiatives aimed at improving margins, focus on quality, product differentiation and value creation. Had the company not engaged in organizational restructuring and operations streamlining, it would not have gained the 65% market share and the market leadership that it currently has.
The study therefore concluded that Safaricom had considerable performance improvements as a result of the restructuring exercise. Had the company not engaged in the restructuring process, it would not have maintained its current market leadership. The recommendations of the study is that similar studies be replicated across all other mobile telephony providers in order to be able to access whether organizational restructuring can lead to improved operational and financial performance to the telecommunications industry in Kenya as a whole. Another recommendation was to have a similar study but for a longer period of time so as to evaluate if the firms that have undergone the restructuring process like Safaricom will continue to have performance improvements sustained over the years. | en_US |
