Leadership and Management for Service Industry

This presentation discusses the importance of leadership and management in the service industry for implementing necessary changes. It explores the concepts of change management and leadership in different service organizations and compares their approaches. The presentation also introduces Lewin's Change Model and its three stages: unfreezing, change, and refreezing. It concludes with the role of leaders and managers in successfully implementing changes.

Leadership and Management for
Service Industry

Table of Content
• Introduction
•Main Body
•Compare and Contrast distinct service industry organisation change management
and leadership
•Conclusion
•References

Introduction
Frequent change in the business environment has made it imperative for
the services business firms to integrate change management system into
their business management which is concerned with ways and methods in
which company defines and implement changes into the business
operations both internally and externally in order to become competitive
and relevant to the market environment. Further mentioned report is to
compare and contrast the distinct service organisation with regards to the
change management and leadership in brining and implementing necessary
changes into business.

Main Body
Change management is a significant discipline which is concerned with
preparing, supporting and assisting people, team and organisation to
successfully adopt the changes with the aim of leading towards the success
and growth of a business. Change management in Waldorf Astoria describes
the manner in which manager prepares and support employees to embrace
changes, establishing necessary steps to adopt for changes and monitoring
pre and post change activities to ensure that changes have been successfully
brought and are maintained. Emergence of pandemic, political strife and
economic instability have bring about necessary changes into services
industry which are brought into practice with the help of Lewin’s change
model

Lewin’s Change Model
Organisational change has to be a simple process and for which Kurt Lewin
has developed a change model which consist of three stages such as:
 Unfreezing: First and critical stage of the transition in the change model
where mangers in the hospitality industry makes employees aware
about the need for change and enhancing their motivation for embracing
changes for better results. With the help of open and two way
communication manager seek support and involvement of employees in
change management. On other hand, in the textile industry, these
changes are brought into without prior notice to employees that in turn
affect their readiness and willing to accept these changes.

Lewin’s Change Model (Continue…)
 Change: This is the stage where actual transition takes place and
changes are implemented into business. Employees begin to learn new
behaviours, process and opt for a distinct ways of thinking. This stage is
marked with fear and uncertainty as employees are concerned about the
consequences of the changes. Managers in hospitality industry educate,
communicate, support and encourage employees to embrace changes
and provide necessary training. On the other hand, textile industry fails
to support employees thus fails to overcome from this stage.

Lewin’s Change Model (Continue…)
 Refreezing (freeze): At this stage, employees have moved from stage of
transition to a more stable stage and regarded as the last stage where
employees have successfully accepted the new changes, brought it into
their daily habits and establish relationships. Managers and leaders in
hospitality industry provides feedbacks, rewards and recognition to
reinforce and strengthen the changes while managers at textile industry
fails at maintaining desired position and employees return back to old
ways of doing things

Conclusion
From the above stated report it has been concluded that leaders and
managers plays a significant role in bringing necessary changes into the
organisation through supporting and advising employees, making
strategies for the implementation and evaluating the change management
activities to ensure that changes are successfully brought and
implemented.

References
Wulandari, D.F. and Handiyani, H., 2019. Pengembangan Dokumentasi Keperawatan
Berbasis Elektronik Di RS X Kota Depok Dengan Menggunakan Teori Perubahan
Lewins. JKG (JURNAL KEPERAWATAN GLOBAL), 4(1), pp.55-64.
Harrison, R., and et. al., 2021. Where Do Models for Change Management, Improvement
and Implementation Meet? A Systematic Review of the Applications of Change
Management Models in Healthcare. Journal of healthcare leadership, 13, p.85.
Bhattacharyya, D.K., 2020. Normative Change Management Model in Covid-19
Pandemic. Journal of Research in Administrative Sciences (ISSN: 2664-
2433), 9(1), pp.19-21.