Change management in the opening up for ICT in Banks: a case of Kenya Commercial Bank (T) ltd

This study aimed at finding out the influence of change management process in executing and managing ICT projects implementation and adoption. Specifically, the study focused on determining the extent to which change management influences ICT project implementation, finding out change management attributes influencing ICT project implementation and examining challenges facing banks in managing changes related to ICT adoption and implementation. Exploratory research design was employed using a case study of KCB bank (T) Limited. Primary data was obtained by conducting in-depth interviews while secondary data was obtained through documentary review. Findings showed that change management had a significant influence in management of changes related to ICT implementation and adoption. It was found out that change management helped to psychologically prepare individuals for change, thus being an important tool in handling resistance to change. Furthermore, results show that change management attributes useful for enhancing easier ICT project implementation were, proper communication at all levels of management and operations, intensive training of both ICT personnel and other bank employees and giving employees enough time to adjust to new systems. Challenges faced include lack of management support during introduction and implementation of ICT projects, lack of enough training of ICT personnel and other bank employees and lack of sufficient funds came strongly as the major challenges.