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Change management in initial stage is an important part of organizational change because it becomes the starting point of a series of subsequent stage change programs. In fact, starting a change program is not easy and requires extra energy. This phenomenon is interesting to study but unfortunately the studies focuses on this topic have not been done much. So, this is the reason behind the selection of this article. This article purposes to find out how the implementation of the change management of PT Kereta Api Indonesia (Persero) in the initial stage so that it can encourage the success of the company in changing passenger services. This research uses a qualitative method with an explanatory descriptive approach. Key informants were selected as many as 12 staffs from the passenger services section who were directly involved in the change process. Primer data collection is done through in-depth interviews. While supporting data obtained through qualitative observations and literature studies. Results showed that change management was implemented by instilling employee’s awareness of change through understanding the importance of change and its consequences. Furthermore, change management closes by reinforcing the desire to change from resistance to acceptance to change by growing motivation for employees.

Succeeding Change Management of Passenger Service through the Initial Stage. Study at PT Kereta Api Indonesia (Persero)