Document Details
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Document Type |
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Thesis |
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Document Title |
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A Study on Resistance to Change at Jeddah Municipality: A Case Study of Automating the Correspondence Tracking System مقاومة التغيير بأمانة محافظة جدة: دراسة حالة أتمتة نظام الاتصالات الإدارية |
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Subject |
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Faculty of Engineering - Department of Industrial Engineering |
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Document Language |
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Arabic |
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Abstract |
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The aim of this study is to measure the resistance to change in Jeddah Municipality (JM) using survey and Balanced ScoreCard (BSC) techniques. Supported by the literature review on the effectiveness of BSC and the implementation of such a technique in governmental institutions, this study is focusing on the Central Correspondence Department (CCD) at JM and the correspondence tracking system (CTS). This, in return, will impact the effectiveness of the flow of transactions in all JM departments. Recommendations for development of CCD are carried out using the BSC technique, while the resistance to the change is measured through employee questionnaire and the Key Performance Indicators (KPIs).
Throughout this study, the relationship between the resistance to change and the following factors has been examined: employees’ ages, job type (employment type), educational level of employees, marital status, years of experience in dealing with different CTS phases, job satisfaction, employees’ contribution to the development process in the initial stages of development, the culture of development promotion (the principle of openness and transparency), employees’ acceptance of the concept of development, and the organizational support for employees development (through training and a helpdesk).
The outcomes of this study are the measurement of resistance to change for correspondence employees at JM, the rate of acceptance or rejection to the development and reengineering processes of the correspondences employees and reasons behind the correspondences employees’ acceptance or rejection of the development processes.
Also, another outcome is the measurement of the relationship between the correspondence employees’ resistance to change and the previous factors, and the effect of these factors on the correspondences employees’ acceptance or rejection of the development processes, the BSC for the CCD with its KPIs and dictionary.
Further findings of this study include an indicator of the readiness of employees to accept a fully automated (an electronic version) CTS, recommended improvements for the work efficiency of the CCD using the questionnaire results and BSC technique results, and detailed workflow of the electronic version of the CTS. |
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Supervisor |
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Prof. Mohammed Al-Sadiq Abdullah Al-Jiffry |
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Thesis Type |
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Master Thesis |
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Publishing Year |
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1433 AH
2012 AD |
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Co-Supervisor |
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Dr. Muhammad Ehsan Ulhaque |
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Added Date |
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Tuesday, June 5, 2012 |
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Researchers
| مصطفى فادي فوزي | Fawzy, Mostafa Fady | Researcher | Master | |
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