Challenges of managing strategic change at the Nairobi City Water and Sewerage Company
Strategic change management is the process, tools and techniques to manage the people to tally with business change to achieve the required business outcomes as well as realizing that business change effectively within the social infrastructure of the workplace. Organizational change management is very important globally and it is influenced and affected by different internal and external factors, positively or negatively. The study sought to establish challenges of managing strategic change at Nairobi City Water and Sewarage Company. The study was conducted through a case study research design. Primary data was collected using an interview guide based on the organizational culture, top management commitment to change, organizational vision and strategies, communicating change strategies, tactical feedback and resistance to change variables. The research instrument was administered to senior managers (strategic manager, operational manager, human resource manager and business development managers) in NCWSC. Data was analyzed using content analysis technique. From the findings, organizational culture is supportive of strategy implementation in Nairobi City Water and Sewarage Company as evidenced by positive attitude towards change and the customer focused perceptions of the staffs. From the findings, failure of customers and staff to appreciate change; lack of understanding of strategy implementation; failure to recognize and implement changes, corruption and incompetence, are the obstacles in managing strategic change in NCWSC. On top management commitment to change, the findings indicated that organizing seminars on specific programs; provision of financial support; devising and supporting policies on strategy implementation; communicating changes to all the staffs as well as appointment of competent staffs enhanced management of strategic change in NCWSC. x From the findings, strategy implementation is communicated through electronic mails; Annual General Meetings (AGM); through circulars and notice boards; weekly staff meetings; training/workshops; Company publications (bulletins, memos, newsletters). From the findings, inadequate knowledge, poor communication, job insecurity and self-parochial interest motivates employees to resist change in NCWSC. In order to improve the level of the top management involved in managing strategic change in NCWSC, several strategies should be adopted. The organization should uphold training on corporate governance and management development; provide more resources in the strategy management process. In enhancing the match between organizational vision and strategies and strategic change in NCWSC the study recommends a number of strategies; such as devising a clear implementation plan with continuous monitoring and evaluation; enhancing awareness and provision of adequate human resource support; as well as comprehensible communication of vision and strategies. Tactical feedback in NCWSC can be enhanced through effective communication; involving all the stakeholders; supporting the process through provision of resources; setting timely feedback period as well as through monitoring and evaluation of the process.