Strategic Change Management at the Kenya Citizens and Foreign Nationals Management Service

Abstract

Present day organizations are immersed in a virtual cyclone of change as they strive to adapt to the ever increasing demands of their domestic and global markets (Siegal et al., 1996). The change process in any organization normally happens due to the awareness of the need for change. This study was guided by transformation process model by Kotter and Lewin’s three-step change model. The purpose of this study was to establish how strategic change was managed at KC & FNMS. The study adopted a case study design so as to give in depth information on change management at KC& FNMS. Both primary and secondary data were used as data sources in the study. Primary data was collected through in depth interviews and was administered to 5 senior and 10 middle level managers of KC& FNMS. The key data collection instrument was the interview guide that consisted of both open and closed ended questions. Specifically content analysis, a qualitative analysis technique was used in this study. Secondary data from KC& FNMS documents such as strategic plan, mission, vision statement and website was also used. The study revealed that the organization had adopted change management practices in its change process. It was noted that as much as the organization did not have a formal change management team, the interdepartmental steering committee was inclusive and regularly monitored the change process leading to a better performance for the organization. Notably, lack of effective channels of communication led to resistance of change from lower cadre employees. The study found out that KC &FNMS faced numerous challenges in the change management process that were either organizational related or people related but had managed the change process well albeit the limited financial resources and high levels of resistance. The study recommended that the management should consider establishing a permanent change management team. Regular training on the best approaches in management of change, proper organization planning and management, employees reward and motivation among employees of the organization should be of utmost importance. The management should also invest in effective channels of communication.