An assessment of corporate change management: a case of Airtel (T) head office Dar es Salaam

The purpose of this study was to analyze the existing change management process at airtel Tanzania and come out with recommendations and framework for improving change management process. This arose from the many visible major changes that have happened at airtel within a short time. The study revealed key elements of change management process from the observations made, documents, interview and literature review. The study was qualitative. The respondents were 66, whereby 20 were technical department, 12 from marketing department, 18 from human resources department, and 16 from customer care department. It was found that effective change management is challenge as a lot of customers’ and employees’ resist it. Loss of revenue and customers churn exists due to ineffective changes leading to degradation of services. Reacting promptly to customer demands, competition and technology development is a challenge due to the current change management process. Important requirement changes from the regulatory authorities are also delayed and take long time to be implemented. Recommendations include that airtel should define and instill new values to overcome resistance to change. Build consensus among customers and stakeholders on specific changes designed to meet their demands. Airtel needs to constantly review and update its change management process, build change teams and invest in extensive training on effective change management to its employees. A framework showing step by step and recommended phases of change were also developed during this study.