TABLE OF CONTENTS INTRODUCTION..........................................................................................................................3 MAIN BODY...................................................................................................................................3 Question 1 Define and contrast nature of the change process...............................................3 Question 2 Identify key stakeholders and how might senior management have identified main areas' support or resistance....................................................................................................7 Question 3 How effectively you feel the change process was managed in term of issues that surrounded knowledge management, tracking and migration..............................................10 Question 4 Comparison and contrast of two models that help senior managers to diagnose and plan change in an organisation.............................................................................................11 CONCLUSION..............................................................................................................................13 REFERENCES..............................................................................................................................14
INTRODUCTION Change management refers to the process of simplifying organisational transitions in order to achieve the set goals and objectives. It helps to understand, commit, accept and embrace the changes taking place within an organisation and to create a business environment which is dynamic and secure (Termeer, Dewulf and Biesbroek, 2017). Several reasons in which an organisationconsiderschangemanagementplanincludesaligningexistingresources, diminishing risk, inefficiency, etc. It helps to concentrate on increasing growth opportunities at workplace. The below report is based onZurich UK Life groupwhich is having more than 60000 employees and numerous branches across the globe. The firm has more than 7000 employees working under its group in United Kingdom. The report is developed in order to understand the changes implemented by the executive team of Zurich UK Life to improve the organisational efficiency. Underpinning these changes, the report tends to demonstrate key drivers of change in each case. Along with it, the report explores the key discussion of the stakeholders which supports or resists the planned activities in Zurich by the organisation (Whyte, Stasis and Lindkvist, 2016). Also, the report explains knowledge management, tracking and migration in context of the Zurich UK Life group. MAIN BODY Question 1 Define and contrast nature of the change process The process of change management refers to a process that simplifies organisational transitions in order to achieve its set goals and objectives. It includes the usage of different tools utilised by an organisation which helps individuals in the organisational environment to gain successful results for the organisation such as Zurich UK life. In Zurich UK life, the systematic approach is used in order to deal with a number of transitions and transformation while successfully implementing the change. While managing change, controlling is an important strategy that is used in the organisation to manage its alteration (Termeer, Dewulf and Biesbroek, 2017). In contrast, it is stated that change management enabled clear plan for Zurich UK life with strategic and structured approach for accomplishing desired results at workplace. (Wilke, 3
Lisa Rossum and Wouter Dirk Have, 2018). The organisations process of change revolved around the organisation's public policy, competition and regulations. In addition to this, retail distribution review was the biggest change that was hitting the industry. The new appointed CEO changed the organisation by using strategies such as external facilitating which helped Zurich UK life to look for strategy, vision, culture and behaviour. Nature of change Thechangesadoptedbytheorganisationrequiredanumberofevaluationsand understanding. It allows the organisation to make the specific required changes and implement them accordingly. Such as the transformational change required the organisation to implement cultural change and specific interventions in order to tackle the process and red tape. The organisation. Along with it, the organisation has to face process reduction where it cut down a number of processes and meetings.It was hard for individuals to demonstrate PACE behaviours where the people of the organisation have to change the course of their designs and methods. The overall changes explained that it was difficult for the organisation to develop a sustaining plan of action, but with the right strategies and implementation the implemented change brought forth success. Lewin change management model The organisation experienced changes from a number of external and internal factors which were its public policy, regulations and competition. In order to successfully manage the implementation of change within the firm. The management made use of Lewin change management model which is discussed below: Unfreeze stage: In its first stage, Zurich Life UK prepared for change where its executive team recognised the need of change and created a lower cost base. During this, the firm focused on redundancies where the organisation's executives discarded 20% of roles in their business. (Weerheim, Van Rossum and Ten Have, 2018). Change stage: The organisation made use of the change stage in order to make change possible with the help of new appointed new CEO Gary Shaughnessy (Tortorella, Marodin and Miorando, 2015). The new CEO was appointed in order to make changes in the business and to ensure the overall system's efficiency. From the help of external facilitator, the organisation searched for vision, strategy, behaviour and culture to implement the change. It helped them to 4
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ensure appropriate pensions which delivered and expected different results. The transformational change was placed with specific interventions in order to tackle appropriate process. Change process was also implemented after evaluating top 80 behaviours. Refreeze stage: The change process in Zurich UK life observed that the relationships with the organisations consumers were successfully developed that brought positive results. (Lawal, Taiwo and Adegbuyi, 2016). Very positive place assisted in accomplishing more goals and targets to attain overall results. In order to bring culture, the organisation change in new ways of working which were important to take initiatives. The new appointed CEO Gary chose a new team to sponsor programme carefully. In addition to this, Human Resource improve employee engagement and promoted ACE. KOTTER 8 STEP MODEL OF CHANGE However, Marconi Communication was one of the leading telecommunication firm that developed leading edge products which enabled successful positions. In this aspect, modern business environment consisted many influences that made decisions more complex with technological change, competitive rivalry and global communication. The firm made usage of8 steps Kotter change managementmodel to manage relevant and appropriate changes in firm. The 5 Illustration1: Change management process (Source:Lewin’s Change Model,2019)
discussion of change process starts from sense of urgency where firm recognise complexity of the forces which need to be progressed, survive and prosper (Whyte, Stasis and Lindkvist, 2016). In second step of build, the team transformation took place where businesses progressed beyond existing operations. The changes were made by accepting challenges, and strengthening the capacity to innovate and develop quickly. (Pollack and Pollack, 2015). At the time, the organisation's sales were effective and provided connection to implement change with the help of voicecommunications.Thecommunicationswereusedtorunatlowspeedandwere technologically linked to system. In third stage,the change was accomplished from the determination of core values, and the ultimate vision and strategies were used. In order to ensure the change, the leaders described their vision effectively to make people easily understand it. It made Marconi communication to increasedtheirstrategy'seffectivenessandcommunicateseveralbenefitsinagroup. Communication change with vision was powerfully and convincingly adopted (Weerheim, Van Rossum and Ten Have, 2018). The fourth stage of kotter change model is communicating the vision. At this phase, it is required by manager or leader in Marconi organisation to share the vision and complete information about the change with employees, as this tactic will assist management in seeking this support from workers in implementing successful change at workplace. In addition to this, it is very much important for manager or leader in Marconi Communication to handle the grievances of employees honestly. Fifth phase is removing obstacles. At this phase Human resource manager in Marconi organisation is required to ensure that different business procedures as well as structure are aligned with firm goals. It is very much crucial for leader or manager in an enterprise to regularly Check the barriers and address those employees who are resisting to change. At this phase, development of an effective reward system can be good strategy which can be utilised by manager in Marconi organisation for motivating people to support change. Sixth stage, it involves creating the short term wins : At this phase manager or leader is required to set short term goals which are required to be achieved by employees within specific period, as by doing this manager can provide feeling of victory to workers at early stage of change procedure which is very much important in order to encourage them for supporting improvement procedure. 6
Seventh stage is consolidating gains. It includes achieving continuous improvement by analysing the success stories individually. The last and final stage I s incorporating change in corporate culture. At this phase, manager or leader in Marconi organisation is required to share successful stories related to change with workers and inform them about opportunity, as this will assist them motivating people to support procedure. Question 2 Identify key stakeholders and how might senior management have identifiedmain areas' support or resistance There are different types of stakeholders involved in change management process of Zurich Life UK. Stakeholders are individuals orgroupof people which influence, take decisions and implement actions for the enterprise. In this regard, employees board members, investors, customers, local community,etc. were some successful stakeholders that took part in the change process. (Etemad and Keen, 2018). Key stakeholders of Zurich UK Life are as follows: Beneficiaries: These are the individuals and parties whoenjoyservices and benefits from Zurich UK Life. The positive and drastic changes has been made by an organisation in business policies.The role of beneficiaries' in change was to provide their suggestions in order tomake the organisation understand about the factor they need to consider in order to accomplish a successful change. Donors and funding sources: Donors and funding sourceshelpsbusiness by meeting finance and capital requirement of company during change (Waddell, Creed and Worley, 2016). They make significant contribution in accomplishment of mission and objectives. In context of Zurich UK Life, investors has played significant role in the change management procedure, they have provided the funds which are required for conducting the different procedure for bringing improvement within an enterprise. Role of investors in the change management process is to provide company with funds when required by them. Community: Community also plays animportantrole in encouragingorganization for bring change or improvement in business procedures or operations.The role ofcommunityis to providetheorganisationwiththeresourceswhicharerequiredbyZurichUKLifefor implementing the successful change at workplace. The major drivers of change are emergence of new trends, globalisation, unique demands of customers, expectation of clients related to the product or services offered by firm etc.(Chung, Andreev and O’Reilly, 2017). In the Non-profit 7
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business, community plays important role in supporting organisation to get economically developedsothattheycanprovideservices,goods,resourcestomeetwithneedsand requirements. Employees and volunteers :Employees plays significant role in supporting Zurich UK Life to run their business smoothly. Highly skilled and talented workers in Zurich UK Life has madetheircontributionbymakingtheproperarrangementforimplementingchange (Kaatrakoski and Lahikainen, 2016). The role of employees in the organisation's change was to promote Agility, collaboration and externally focus. During the change procedure, manager and leader in Zurich UK Life have facilitated the discussion with workers at regular interval of time, which has assisted them in getting the new ideas for implementing change at workplace. Manager in Zurich UK Life has developed the team of highly talented and skilled workforce especially for improvement procedure which has assisted an organisation in implementing successful change at workplace. It has also helped an enterprise in producing desired results. Federal, state and county administration:In Zurich UK Life, governmentconsiderations were to protect the individuals with strict regulations. Retail distribution review was thebiggest change that helped the organisation in establishing good position in an industry. The federal, state and country administration's role was to ensure that the organisation is going through the change by implementing right policies and procedures(Ogbonna and Harris, 2015). Mainareas of support and resistance of stakeholder identified by senior management Restructuring:Gary the newly appointed CEO of firm focused on restructuring by organising three customers groups that iscorporatebusiness, retail business and in force. These groups allowed the organisation to make structural changes which later resulted in disrupting workforce. Therefore, it was the resisting areas which disrupted interests of employees within firm(Barton, 2018). Bureaucracy:The process of bureaucracy was needed to reduce governance and control in the process of decision making. In this regard, the firm incorporated gold-plated sets of governance and control which was thebiggestresisting point as it led to complex and rigid decision making for stakeholders(Jackson, 2016). Agility:The agility factor was used to determine flexibility and adoption of appropriate measures in certain circumstances.In this aspect, the senior manager managed the change in Zurich UK Life by successfully dealing with challenges.In this active participation of several 8
employees wasconsidered.Constantconversation between general employees and managers madethecommunicationforchangetruthfulandstraightforward.(Termeer,Dewulfand Biesbroek, 2017). Collaboration:Furthermore, another aspect of change was collaborationaddressed is the need of three streams which were business, teams and individuals.Management in Zurich UK Life, need to takeadvice from nits employees related to the change, as this would have provided workers an opportunity to make their significant contribution in accomplishment of desired businessobjectives. Promotion of team work is beneficial in context ofensuring the successful completion of project. Collaboration among employees and between different functional unitis very much crucial in order to provide quality services as well as high level of satisfaction to customers.(Wilke, Lisa Rossum and Wouter Dirk Have, 2018). `Externally focused:All the changes in business were externally focused therefore Gary the new CEO worked for managing control over external factors. Management in an organisation have focus on collecting the feedback from external as well as internal stakeholders. The feedback system has enabled managhement in an enterprise to measure the result or impacyt opf change.(Beech and MacIntosh, 2017). Zurich UK Life shared their values in order to focus on figures and refocus on customers. Passion:It isimportantpart forstrengthof PACE which was applicable in different roles of the organisation. Thechosen team by the CEO sponsored ACE(Achievement in Customer Excellence Awardsprogram) carefully. The communication outletswere developedwhere face to face meetings and the messages were distributed to get positive outcomesfor thebusiness, etc.(Moxen and Strachan, 2017).In Zurich UK Life, the various methods or techniques which hasbeen applied by management in an enterprise for communicating and explaining vision, goals & expectations to different stakeholders. Recommendation In order to deal with the resistance to change, management need to create urgency and they need to demonstrate the importance of change to employees (Malmelin and Virta, 2016). In addition to this, the various laws and regulation related to the industry is required to be considered by the organisation while making plans for change.Agile andscrumpractices should be usedin order to simplify the working practices. 9
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