Impact of Change Management Dimensions on Performance Criteria at Greater Amman Municipality (GAM)

Abstract

The purpose of this study is to investigate the possible impact of change management and its five dimensions (leadership, organizational dimension of change management, change culture, technological dimension , employee involvement ), on organizational performance and represented in the six selected criteria (overall performance, customer satisfaction, obtaining quality and excellence awards, implementing  the organization plans, improving relationships  with stakeholders and realizing quality of e-government services) in Greater Amman Municipality (GAM).

The study sample consisted of 162 respondents from top, middle and lower management. Results of the study showed that there is a positive effect of the five dimensions of change management on all performance criteria. These results confirm that the change management can contribute to improve organizational performance in government institutions such as the Greater Amman Municipality in the same way in which businesses achieve these improvements.

Key terms: Change, Change Management, Performance Criteria.