BSBINN601 Lead and manage organisational change Assessment 1

1. Company Details:

Company Name: Apple

Address: 233 Queen st, Brisbane city

Project Phase:

Planning Phase

Key Stakeholder Endorsement:

Internal and external, all workers, COE. External, providers and customers.

Change Project Team:

The team in charge of applying the change management plan to improve customer services will be headed by the general manager of the store and his supervisors.

2. Change Identification

Type of change:

(Revolution)This is a change that need to be applied to improve current processes in the organization.

Reason for change:

It is a must apply the change to improve customer service and to keep company growing. Furthermore, this change should be done to reduce the number of complaints regarding the current customer services given by apple staff.

Change Scope:

This change will have a scope within the customer service process, it is important to highlight that the change is expected to be applied is period of 6 moths.

Current Status:

In process, it is not applied yet.

Future Status:

It is expected to have the change implemented in the next 6 months.

3. Change Specifications

Change Tactic:

The tactic to implement the change is first to consult all stakeholders to gather information that lead to an accurate change management plan.

Process Change:

The process will be, first consult stakeholders, second determine possible risks of applying the change, third, determine ways to deal with risks, fourth implement the change (Training), Fifth monitor the change and finally check whether the change applied improve customer service attention.

People Change:

It is expected within the change management plan that all staff improve their skills to offer a better customer service, this will be possible just having a changed attitude in the workplace. In other words, being committed with the change.

Information Sharing:

The information sharing will be about how change customer services attention will benefit company revenue, so, if there is a higher revenue, there is more rewards to all workers. The information of the change management plan will be shared by email and posters around the store.

Cost of Change:

It is expected that the cost of applying the change management plan be around $25.000, this cost includes all training processes to improve workers skills on customer services. Moreover, this cost will cover the 6 months of the process.

Risk Assessment:

After careful analysis of risks that may appear within the application of this change management plan, the most likely risks are:

Time, there is a risk that unexpected delays change the change management plan time.

Cost, there is a risk that the budget allocated to cover this plan be lower than expected.

Communication, there is a risk that the communication given to stakeholders be wrongly understood.

To address all these risks it is necessary to classify them by their level of severity and likelihood. For this it will be used the following matrix:

It is necessary also to assume the following impact/ consequence rating scale:

Finally, this is the likelihood/ probability scale:

4. Change Methodology

Stakeholder Analysis:

The matrix above will be used to analyse stakeholders. As it can be seen, it will be classified stakeholders by their level of interest and power. To cite a case, a vendor would be classified as a low power but with high interest. By contrast, the COE of the company will be manage closely due to his power and influence..

5. Implementation Strategies

Action Plan:

The action plan to implement the change will be taken into the following steps:

Convene a planning group made up of individuals from the community affected by the problem or issue and others who are in a position to address it. Identify additional partners and invite them into your strategic planning process.

Describe the vision of the plan

Describe the mission of the plan

State the objectives of the plan

Finlay, it is important to include:

• First of all, everyone involved understands that change happens and things need to change.
• Secondly, there is someone clearly leading and driving the strategy. Everyone buys into the change and understands the critical reasons it needs to happen. The company is actually capable of change; the capability and ability to change, learn and innovate over time.
• And finally and most importantly, it does not happen overnight. There is no such thing as ‘instant change.’

Schedule Details:

The schedule will be taken to 6 moths that is the time expected to have the new change incorporated within the organization. Therefore, the schedule details are:

Communication Plan:

The communication plan will be determined by identifying the type of audience, in this case the COE of Apple, general Staff and vendors. Second, it is important to know the type of message regarding the type of stakeholder to whom is the message, for example, the message sent to the COE should be delivered as a letter. Finally, there will be set an schedule with specific dates where the general manager will communicate or report about the change management process. 

To have a clear understanding of the communication plan, it is represented on the following figure:

Training Plan:

As it is mentioned within this change management plan, on the third month of the plan – March, there will begin the training plan to improve customer service skills of all workers. This plan will be measure during the following tow months of training to determine whether the training plan was effective or not. Finally, customers feedback will demonstrate whether the change was applied or not.

Resistance Plan:

The following figure will describe the resistance plan within the change management plan;

It can be seen that the plan to avoid resistance from workers will be to engaged workers with the plan form the beginning consulting their ideas to write the plan, indeed, this will engage them with the plan. If there is resistance once the plan is executed, the best thing to do is to address emerging resistance by using interpersonal skills such as listening workers concerns to know how to satisfice them.