Lead and Manage Organizational Change Executive Summary 2022

Lead and Manage Organizational Change: Case of Barclays Bank of Australia

Executive Summary
A change is a s good as a rest. In today’s dynamic business environments organizations must
embrace change in order to remain afloat and also wade off competition from their rivals. This is
not always the case as some employees are hesitant towards embracing change. This case study
will show how the Barclays Bank of Australia handles such a situation.

Introduction
The bank recently introduced online banking platform that has revolutionized the banking sector.
The advantage of such a platform is that it has an virtual platform that customers can log into and
communicate their issues to the bank without necessarily having to go to the bank to do so.
However not all bank staff have embraced such a move and the bank has seen it wise to address
such an issue before it escalates further and harms the customer relations that they have with
their customers (Farrell, 2019).
Areas That Need Improvement
The project manager has identified that the main areas that require improvement are customer
care especially on the online virtual software of the bank, where the customers can issue their
queries and concerns and the bank staff on the other end handles such without the customers
having had to go to the bank physically.
Change Management Plan
In order to cumb the situation the bank has come up with measures to address the issue and prove
to the employees that there is no cause of worrying or panicking and that they need to embrace
change.
Create a customer care department
The bank has decided to create a department known as customer care rather than the current
norm of administration staff carrying out such roles on their own. The department will have its
own departmental head who will work hand in hand with the project manager to ensure that all
customer issues, concerns and grievances are addressed promptly. All the customers need to do

is to log in to their online banking platform and lodge a complaint, the system automatically
issues them with a reference number and issues a ticket and assigns it to the next available
customer care representative. The staff will work on the issue until completion when he or she
will close the ticket and the customer will be notified via an email and also an email that the
issue has been resolved.
Training
The bank has decided to train all the staff on how to use this new platform. They have scheduled
a two day training course that will be done at the head office and will be attended by all branch
managers. The branch managers on the other hand will train their respective branch staff after
they are trained.
Hire More Staff
The bank since has created a new department will hire more staff to handle such tasks and they
will also be trained first hand on how to work in a customer care environment. Issues such as
phone etiquette and customer relationship management will be addressed during such training.
Carry out Research
After three months the bank will hire an external firm to carry out a survey for them regarding
the customer’s satisfaction and also to be able to know if the new change is effective in enabling
them to attract more customers.