Change management practices and performance Of Kenya revenue authority

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.