Description

The purpose of the study was to investigate change management and employee performance focusing on the implementation of the electronic documents and records management systems (EDRMS) at Life Insurance Company. The objective of the study was to investigate how the implementation of an EDRMS at Life Insurance Company impacted employee performance. The study evaluated change management strategies used, established how users were involved, identified challenges encountered during implementation and lessons learnt at Life Insurance Company during the implementation of EDRMS.
The study adopted interpretivism paradigm. The study adopted the case study design using the Life Insurance Company as the case study. Data was collected through interviews, questionnaires, observation, and document reviews. Triangulation was used to examine data sources. Data was analysed through coding, tabulation, and content analysis. The study employed a purposive sampling from 82 employees who were involved and present during implementation and those who use the EDRMS.
The study findings revealed that the EDRMS implemented at Life Insurance Company had both positive and negative impact on employee performance.. The findings further indicated the efficacy of change management in fostering employee performance. EDRMS implementation was not without challenges. However, with effective management of challenges these were addressed to ensure smooth implementation. The study recommends effective change management strategies, proactive technical support, thorough supplier evaluation and budget management in the implementation of an EDRMS.

Key Words: Change Management, Employee Performance, EDRMS, Life Insurance Company, Lewin Change Model, Task Technology Fit, Technology Acceptance Model and DeLone and McLean Models