BSBINN601: Lead & Manage - Development - Implement Strategy - Organisational Change Assessment Answers

Part 1. Identify change requirements and opportunities

• You will need to access information about your organisation’s current strategic directions.
• If working in a simulated situation you will be provided with information and a scenario.

1. Write a list of possible needs for change. To do this you will need to do some or all of the following:

• Review organisation’s strategic plans
• Review relevant policies and procedures
• Consider any environmental events or trends
• Review operational procedures
• Consult relevant stakeholders, specialists and experts

1. Consult with relevant managers to discuss and prioritise identified change requirements. Prepare a report that outlines the outcomes of this meeting. (If completing this activity in the classroom, your fellow learners and trainer can represent relevant managers)

   Part 2. Develop change management strategy.

   Task Description In this activity you will be required to undertake a series of analyses to develop your change management strategy. Task 1
   1. Select two high priority change requirements/ opportunities and conduct a cost benefit analysis, a risk analysis and an analysis of potential barriers for each change requirement.
   Task 2
   1. Develop a change management project plan for your selected change requirement. Include objectives of the change process, expected outcomes, a budget & resources required or the change program, the methodology you will use in the change program, a timetable of key activities, mitigation strategies to address identified risks.
   2. Obtain approval to proceed with the change program.
   3. Agree on project resources and reporting protocol. (If completing this activity in the classroom, your trainer could represent senior management)
   

   Part 3. Implement change management strategy

   Task Description In this activity you will be required to develop communication and education plans to support your change management strategy. In addition, you will be required to implement at least one aspect of the change management strategy and plan the process for evaluation and review. Task 1
   1. Consult with a representative group of people who will be impacted by the change program to identify the need for communication and education. (If completing in the classroom, your fellow learners could form the representative group)
   2. Produce samples of materials that will be used in the communication/ education process. (e.g. memos, staff flyers, training material, instructions, procedures etc.)
     Task 2
   1. Prepare a communication/ education plan that addresses the needs you identified through the consultation process above. The plan should include the needs to be addressed, strategies to be used, how you will measure the impact of the communication/ education plan, a schedule of activities that will be rolled out as part of the communication strategy.
   2. Arrange one communication/ education activity as outlined in your plan from task 2a above.
   For example, this may involve:
   • Running a staff meeting to communicate the change
   • Conducting a focus group
   • Delivering a one-hour training session for a group of staff
   • Conducting a mentoring or coaching discussion with a staff member
   (If you are conducting this activity in the classroom, your fellow learners and trainer could represent people impacted by the change)   Task 3
   1. Action at least one intervention or activity as planned in your change management project plan. (If completing this activity in the classroom, you may choose to role play this intervention. e.g. conduct a training session, run a team building activity, role play a selection interview or a new performance management process, etc.)
   2. Describe the barriers you may face when implementing this intervention and the strategies you will use in response to these barriers.
   3. Prepare a report on strategies needed to embed the change.
   4. Describe how you will monitor, evaluate and modify the activities and interventions you have included in your change program.

Introduction

Part 1: Identifying change requirements and opportunities

Possible needs to change

• Customer relationships
• Technology
• Organisational culture
• Policies and legal agreements

Management meeting outcomes

• Fitness trainers: New policies concerning the handling of customers will be affected. The fitness trainers have the highest exposure time with our clients. Therefore, they will be pivotal targets for the change.
• Customer service team: All staff in charge of receiving, processing and responding to customer inquiries will also be affected by the change. New objectives and customer service policies will be implemented as part of the change.
• Marketing team: The marketing approach will undergo a few modifications to match the new customer satisfaction expectations.
• IT staff: Significant changes will be effected in the organisation’s information management system. The IT staff will be expected to implement the changes.
• Customers: All the changes are being implemented to improve customer satisfaction. Thus, Bounce Fitness customers may experience the biggest changes. It will be important to manage the customers to to avoid shocking them with the changes.

• Work on knowing customers personally
• Work on reducing time taken to address customer queries

• Staff know the customers (by name & needs)
• Reduced time to answer to customer queries4 monthsIncrease sales

• Develop a more customer-centric marketing campaigns
• Growth in sales 6 months

Part 2: Develop a change management strategy

Change management plan

1. Restore customer rating of our services
2. Take advantage (cost and efficiency) of integrated services from the Information Management System

1. Better response of customers towards our services
2. Faster service delivery though an integrated system
3. Cost savings from reduced information management needs

Project resources and reporting protocol

• Printed communication material
• Venues for holding education programmes
• Consultation services
• Outsourced system development team

Part 3: Implementing change management strategy

Communication/ education needs

A communication plan

Acting on one intervention

Barriers and how to respond to them

• Some staff may think this should be the responsibility of trainers who interact directly with the clients. This barrier will be addressed by educating the entire staff fraternity on the holistic objectives of the change program. They will be reminded that each employee improves the experience of a customer
• Some staff may not be good at memorising names. This barrier can only be addressed by encouraging them and giving them more time.

Strategies to embed the change

• Linking the changes with the organisation’s strategic objectives and communicating this link
• Enlivening a compelling rationale for the changes among the implementing stakeholders
• Establishing the link between the organisation’s vision and the changes
• Pick influential members of the organisation to lead the changes in the future
• Focus on changing the behaviours of the involved stakeholders to conform to the expected
• Build the changes into a culture so that involved stakeholders begin to naturally feel and think in the direction of the change objectives

The process of monitoring, evaluating and modifying the change plan

Conclusion