PRACTICE AND CHALLENGES OF CHANGE MANAGEMENTAND ITS EFFECT ON ORGANIZATIONAL PERFORMANCE: THE CASE OF ETHIO TELECOM CENTRAL WESTERN ADDIS ABABA REGION ETHIOPIA

Management

The major purpose of this study was to investigate practice and challenges of change management and its effect on organizational performance in ethio telecom central west Addis Ababa Region. To attain this objective, 123 (81 males, 42 female customers) and 41 male and 6 female employees, totally (170) respondents were selected using convenience sampling for strategic customers, and simple random sampling for employees from three telecom shops of ethio telecom. Moreover, 3 supervisors and 3 operations head were purposely selected and included in the discussion as key informant for interview. To this end, Self-report questionnaire and structural interview are the main tools for this research. The collected questionnaire is analyzed mainly by employing qualitative and quantitative approaches. Simple percentage, mean and standard deviation are the main methods used for data analysis. The analysis of data revealed the major challenges such as absence of provision of training to the staff concerning change so far introduced in the company , unfair treatment of strategic customers, inappropriate environment in implementing the change management program, inefficient performance of change agents, Ineffective communication , lack of sufficient implementation or utilization of performance tools such as, Balanced scored card , quality Circle , Kaizen philosophy and personal development plan (PDP) in the selected telecom shops. Moreover, based on the findings, recommendations were made for concerned body to reduce these challenges; more effort is expected from concerned officials in transforming change so far introduced by ethio telecom through in staff and in company training. More importantly, the ethio telecom is advised to facilitate intra and inter shop experience sharing to build employee capacity. For the recognition of quality of the work, effective and efficient utilization of BSC, QC, KAIZEN philosophy (5S) and PDP tools are recommended to be successfully implemented in the selected telecom shops.

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