Change Management Practices in the Implementation of Differentiation Strategy at Safaricom Plc, Kenya
Athman Omar Ahmed, Mercy Florah Oluoch

Abstract
The purpose of the study was determining the change management practices adopted by Safaricom Plc, Kenya in the implementation of differentiation strategy. A case study methodology was used for this research. The study used primary and secondary data sources. The study also relied on secondary sources of data such as strategy and policy documents to evaluate the internal environment and the enablers of differentiation strategy in Safaricom. The results revealed Safaricom Plc used a variety of change management strategies in order to adapt to an environment that is volatile and always changing. Safaricom Plc makes use of formal communication channels which effectively contributes positively to the process of change implementation. The outcomes of the research indicated that leadership style that was shown by purposeful action was considered to be the most important component in the successful management of strategic change. The change management at Safaricom Plc has resulted the firm to be able to differentiate its product and services in the market.

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