Abstract
M.Tech. (Operations Management)
The purpose of this research is to identify how change management at E Tuk Tuk can help improve service delivery and bring about customer satisfaction in the organisation. It is to implement change process and procedures at E Tuk Tuk in order to make the company aware of possible changes they need to implement to be competitive and have customer satisfaction at all times. In this study the current problems being faced at E Tuk Tuk were identified and different methods where used to collect data regarding the possible solutions to the current problems faced at E Tuk Tuk.
The study makes use of the quantitative research design in the form of questionnaires and seeks to identify the availability of a tool that can be used to measure the performance of the service provider, this will be very useful in identifying improvement gaps; also, it will enable E Tuk Tuk to set targets on how to improve service delivery and meet customer expectations. There were two questionnaires distributed, one to 50 customers and the other to 10 volunteers between management and employees. The results from the respondents are used to help come up with a conclusion and recommendation to help the organization in improving service delivery and customer satisfaction.
The study focuses on the changes in management that need to be fulfilled at E Tuk Tuk and the ability of the team to adapt to changes to meet customer needs as they change over time. The focus is also on the importance of customer’s at E Tuk Tuk and how they help the organisation grow and adapt to changes that are required to enhance growth and service delivery.
Overall, this research provides both an overview of E Tuk Tuk as well as provides recommendations that will cultivate better service delivery and customer satisfaction.
What's more, the emphasis is also on the importance of management in helping E Tuk Tuk transport services achieve and adapt to change and how they play a very important role in motivating the employee’s and training them to be able to adapt to change and be effective in all they do at the organisation will be outlined and discussed in this study. We are going to look if there was a need for change in management and if it will benefit the organisation in any way to enable growth.
Lastly we will review how the impact of change management will help E Tuk Tuk become competitive and help them in any way possible to deliver to its target market and to excel in the business.
This research explores the influence of change management at E Tuk Tuk. It outlines the important aspects for change management at E Tuk Tuk Transport services. A clear understanding on why change management is important in any organisation and why there is a need to implement it will be outlined later in the thesis. The main findings outlined was the inability of E Tuk Tuk employees to adapt to change and the results show that training will help empower and better the understanding of employees as well as management.