Managing Change in Organisations

This report explores the importance of managing change in organisations, using John Lewis as an example. It discusses the key drivers for change, the role of stakeholders, and the implementation of the Kotter's 8 step change model and ERP system. It also highlights the impact of COVID-19 on John Lewis and the strategies adopted by the company.

Managing Change in Organisations

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Using examples from organisations that you have either worked for or researched including
the case study define and contrast the nature of the change process that they faced and using
relevant models from the course materials and/or your own wider reading, demonstrate the
key drivers for change in each case.............................................................................................3
Focusing on one of the examples you described in Question 1 identify the key stakeholders.. .6
Explain from personal experience and measure how effectively modification procedure was
handle in terms of problems, surrounded knowledge management, cognition following and
cognition movement. Explain conclusions in both implementation of process & outcomes
achieved. ...................................................................................................................................10
Compare and contrast two models that guide senior managers to diagnose and plan
modification in their organisation. Also, analyse role in unpinning success of such processes
...................................................................................................................................................11
CONCLUSION..............................................................................................................................13
REFRENCES.................................................................................................................................14
Books and Journal.....................................................................................................................14

INTRODUCTION
Managing changes in the operation is a very important part for the organisation. As
changes gives information about the market trends and also help the company to fulfil the needs
and requirements of the consumer by analysing their demands and dynamic environment. This
report is going to study on John Lewis. John lewis is Britain multinational company. This was
created by the John Lewis in 1929. This report is going to explain about the strategies and
planning programs that is used by the company in order to adopt the changes in a positive way
and also defined technologies that help the company to grow in the market with new and
innovative changes(Alqatawenh, 2018).
MAIN BODY
Using examples from organisations that you have either worked for or researched including the
case study define and contrast the nature of the change process that they faced and using
relevant models from the course materials and/or your own wider reading, demonstrate the
key drivers for change in each case.
In context of business environment it is identified that changes by being an important part
for the organisation in order to improve their functions as well as perform business activities in
the dynamic environment. There are various internal and external factors which affect on the
organisational performance and lead to different challenges. In order to meet the challenges
organisation required effective leadership as well as continuous improvement process. the
continuous improvement process lead to changes within the management as well as consists
different kind of other factors which has to be considered by the manager to achieve the business
objectives and goals. In context to this I didn't lose changes related to technology new
competition as internal process changes in header and various other. In relation to John Lewis,
establish a supermarket brand with which is operating number of changes due to the current
impact of COVID-19 as well as changes in working conditions. Some of these determinants and
nature of organisation changes are discussed below:
Technological changes: This can be seen that different markets and economy impacted
adversely because of COVID-19. This also lead to changes with the technology as well as use of
technology income tax to this there are different innovative systems which are developed to
reduce the social gathering and perform task and effective manner for staff these changes has to

be introduced by John Lewis win and its functioning in order to perform and operate and
business environment(Baume and Popovic, 2016).
Task related changes: It is identified that there are different tasks which are performed
by the business organisation in order to meet its requirement related to profitability introduction
of new technology there is changes in organisational functions and task for staff has to be
adopted in order to improve organisation functioning as well as provide training to the
employees to use the technology and innovation for motivating and achieving results in
appropriate manner.
Structure related changes: Structural changes can be defined as those changes which
are adopted by the organisation in order to change its structure and improved flexibility is not
able to work with full work this has to adopt new ideas which help in working with half of the
workforce but maintaining the productivity level at same.
People oriented changes: These changes are those which are related to the individuals
working within the organisation. In context to this John Lewis has to employ a number of
individuals in order to perform the task and different stores. it includes those which are
performed by the organisation to meet the requirements of training and development of staff and
achieving better results by boosting the productivity and motivation level for these changes are
essential in the current time to retain the talented employees as well as work with them to
maintain the productivity level up to the mark.
Kotter's 8 step change model
This model which can be utilised by the organisation in order to improve its function and
manage the changes in appropriate direction. This model can also used by John Louis and order
to improve organisation functioning and reduce the resistance from change within the
organisational functions.
Creating sense of urgency: This is the primary step in this model which is directly
related to the change which is wanted by the management within the organisation. It include
identification of threats and developing an appropriate scenario to meet the changes and allocate
a pause in two different individuals. This help in getting support from the customer stakeholders
and other investors within the industry so that organisation can create an appropriate
environment to bring changes. In context of John Lewis, it can be seen that the case study States

organisation needed an appropriate change within the environment where social distancing and
changes within the organisational functions are required at the moment of this scenario.
Building a powerful coalition: This type of the model states that an effective team and
leadership should be developed within the organisation and order to improve the decision-
making processes as well as influencing the people within the society where organisation is
going to do its business stop context of organisation as to support level people from the charity
care homes and other part which help in developing appropriate volume of products and services
which are supplied by the organisation. This also help the organisation to bring affordable to the
services and meet the target requirements.
Formulation of strategic vision: This is type of change management model include
formulating different strategies which are essential for the organisation to meet the requirements
and perform the tasks effectively way. Include all those properties which are followed by the
firm in order to meet the objectives and communicate the effectiveness according to the
requirements. under this business organisation can use different strategies which are related to
utilising the resources in this period and perform appropriately according to the requirements.
Removal of barrier and obstacles: Identify the there are a number of various enough
cycles which have to be faced by the organisation while executing their vision. Need to make
and proper market analysis which help in meeting the requirement of the customer by taking
feedback. it is identified that market include a perfect competition in where John Lewis ke news
to conduct effective service in order to know the current technology and identify the competitive
potential within the market.
Formulating short term wins: Setting small target is a major factor which included by
the organisation in order to perform their activities and manage the rules of different individuals.
short term goals are the major factor which can be considered as a winning side for the
organisation and motivate better functioning and achievement of goals and objectives in order to
implement the changed by the John Lewis organisation in used to focus on small targets and task
which help in achieving better results(Christopher and Holweg, 2017).
Accelerate change building: Under the steps organisation has to introduce the need to
implement the changes by considering power of management and their decision-making ability.
Here organisation has to focus on accelerating the changes which will bring better development
to the organisation and help in monitoring the performance and achieving results accordingly. In

context of the organisation can introduce appropriate system which will help in meeting the
requirements where the self-checkout system at stores is a major tool which will help in the
current time the organisation and achieve better results.
Change in company culture: The major factor which can be seen from the case study
that organisation has to adopt the changes in organisational functioning as well as culture.
Culture play an important role in managing the changes in the environment where organisation is
working. This is because it includes the potential of the employees to adopt the changes and lead
the organisation with the changes in context of achieving better results it is essential for John
Lewis to adopt the changes in manager culture according to the requirement. This will help in
creating performance standards and managing the roles appropriately.
John Lewis have adopted ERP system which helped in managing operations in organisation
effectively and efficiently. John Lewis which implemented ERP in organisation is focused on
making functioning of organisation smooth as it help in maximizing productivity and
profitability of organisation. ERP process need time and planning which can be possible by
implementation of effective strategies and plan within organisation. ERP system is defined as
Enterprise Resource Management which help in gathering and organisation business data by the
help of software. ERP software assist John Lewis in business functions such as production, sales,
human resource etc. ERP brought major change in organisation as it made the production and
operation of John lewis effective and smooth. ERP is considered as technological change in
organisation which help John Lewis in gaining competitor advantage over their competitors.
ERP helped John Lewis in implementing changes in organisation.
John Lewis in current scenario have faced issue of COVID-19 which have affected business of
every organisation in terms of profit. COVID-19 have affected John Lewis operations and
production due to lack of availability of resources. During the first lock-down several stores of
John Lewis were closed which have affected organisation productivity and profitability. John
Lewis employees which are working from home have faced several problem such as lack of
understanding in role and responsibilities. Managers of John Lewis have to focus on developing
appropriate plan and strategies which can help John Lewis in bringing their business back on
track. Managers have to focus on providing appropriate training to their employees which can
help in developing skills and knowledge of employees which can help organisation in achieving

their goals and objectives effectively and efficiently and it also help in preparing employees for
future opportunities.
During the time of second lock-down, managers didn't utilise opportunity of furlough as
employees were working in store due to increase in demand at online portal. John Lewis
managers are focusing on completing the demand arises from online shopping and focus on
completing demand of products of consumer during the time of Christmas.
During the time of third lock-down managers were focusing on moving their inventory top the
stores as it help in completing demand of consumer and help in providing products to consumer
who prefers online shopping. By the help of ERP whole process of moving inventory was done
effectively and it made positive impact on productivity and profitability of John Lewis. It shows
that implementation of ERP results in success for organisation and it was possible by effective
planning of manager and by implementing appropriate plans and strategies within John Lewis for
implementing ERP software in organisation.
Focusing on one of the examples you described in Question 1 identify the key stakeholders.
In context of current business environment, there are number stakeholders in business. It is
essential for business firm to manage all the stakeholders and analysis there needs. This aid firm
in meeting the needs related to function and requirement of resources. Stakeholder aids business
firm in performing Its function and manage roles in appropriate way. There are number of roles
which are played by stakeholder in order to achieve business results and mange changes. This it
essentials for business firm to take concern of stakeholder wile implementing changes and
performing according to needs of business firm. Therefore, they are too responsible for
managing risks & project constraints. There are number of stakeholders in firm employees,
customers, investors, suppliers etc. In relevance of Morrisons, key stakeholders are described as
follow:
Customers- Customer act as major stakeholder in business firm as they consume the product
and services offered by business firm in market. This make it essential for business firm to use
customer in effective way. In context of John Lewis, this can be seen that business firm is
goi9ng to use changes. these changes are related top impact of Covid. Here. It is also analysed
that due to changes in business condition, there is also changes in customer. This leads to
changes in business operation and manage roles and responsibilities according to it. Therefore,

business fir has to choose on focusing properly on customers is essential as it help entity in
developing their marketing activities(Clarke, 2018).
Employees-
They also act as important part for business firm as there employee act as that resource
which help in perform business task. There are number of tools which help in meting needs and
perform task in effective way. In order to meet needs of employees, training and development
can be use by John Lewis. This will helps in perform task in effective way and managing roles
according to needs. This also helps in performing needs and manage appraisal is being given to
employees within six or eight months so that subordinates get motivated.
Investors-
Investors are also called a stakeholder because their contribution and interest in
organisation is becoming much higher return on invested capital. With this objective and target,
they give their contribution and invest in organisation so that they can achieve and accomplish
higher rate of interest. In stance or aspect of chosen and designated entity, They have been cater
and supplying a better number and amount of return on invested capital to the capitalist and
investors that also raise its goodwill in aspect of different individuals(Wilke, 2018).
These involve all those individuals who contributed their funds in variety and give their
support in satisfying and accomplish the needs and requirements of the organisation or any
business. Investor are much important for the company, they play a vital role and function in the
company in order to manage and handle the modification and to perform a activity and task in a
very effective way. In context of John Lewis, their investors are much important and precious
for the company because they help the company to produce effective and much amended
outcomes for their growth and success and to achieve their target(Winand, Scheerder and Zintz,
2016).
Analysis of senior management on change
Senior management in the company are much important and precious and they plays a
very essential role in the organisation. They have so much responsibilities according to the task
and assigned project and also on the basis of their capabilities to complete the task at workplace.
In regard of John Lewis, The senior management analyse and determine the modification by
analysing the requirement of the market and by their surroundings and also determine the
requirements of the consumers in which they understand and examine that the consumers have to

maintain a patience and have to for long time period in order to minimise these kinds of
problems that is facing by them(Zirra, Tom and Modibbo, 2019). The company launch some
contraceptive acrylic screen at inspection, because it helps the company to minimise the waiting
line and queues of the consumers at outlets and stores.
The superior management in that the leaders, managers and directors of John Lewis
initiate this step or decision to guide and support the consumers regarding their waiting time and
while at checkouts. These idea and innovation create a positive impact on the organisation and
also create better effect on their goodwill. Moreover, it also examine that this impedance to
modify these things was handle and managed ideally because as the customer of the company
were in favour of this modification and they accept these modification and also it cater a creative
and most innovative ideas and techniques in the market to attract the more consumers and to
increase the competency level within the market. It is much required for the company to handle
and taking care the modification that has been determined to accomplish and achieve wanted
aims and target within the particular and given time period. Furthermore, This has been declared
that this technique of protected screen were settled and put on some outlets for checking the
response of this technique. After gaining the positive response from the consumers, this
technique of protected screen were applied or placed at on more outlets and at very larger scale.
By appropriately involving and giving their contribution towards the workers, bring
more effective communication and create better relation with them. It is very simple to handle
impedance that is modify by the superior and senior management of the company(Hansen and
Schaltegger, 2018). Moreover, Few sessions like group action , group discussions these kind of
activities was also conducted by the managers of the company that support them to carry off
accession to mindset and thought process of the person who were not accept these changes and
not in the favour of them. These activity support the company the company to understand their
demands and requirements and also helped in accomplishing the goals and gain much positive
response in regards of modification and create better relationship with them.
Diagnosing the change-
This is a very initial step in that the major issue and complication is being analysed and
also they examine the cause of problems much properly so that it will help them and also it
become simple to identified the solution of a issues and barriers. The company John Lewis have
been determined the problems in that the consumers are waiting for their checkouts at store for

longer time period. Also because of this pandemic of COVID19, the consumers were
concentrating on handling and maintaining social distance.
Planning change
After analysing the problem, then this step has been taken by the company in which they
understand that how to manage and deal with the issues. After identifying they do effective
planning in order to deal with the problem. Planning for modification is much important and
essential for the company because it help them to improve and develop the changes and
modification in a very effective way(Heckmann, Steger and Dowling, 2016). This process or
level is a very systematic and appropriate procedure that is much required to be carried out and
applying by the company in a very effective way. In relation with John Lewis, They do
preparation and planning, and also they carried out different survey and investigation in order to
implement the planning and modification effectively without any possibility of negative response
and result.
Managing change with stick
It is a level or step in which the major and key concentration is on being limb and stick
towards the modification and planning that has been analysed and determine that planning is
done. Once a modification and alteration are being analysed, it become much essential and
necessary to bring out these modification for long time of period. Furthermore, it is also examine
that handling the modification with more stick is finished by various different manners like help
and assistance from the leadership, communication that inspire responses and feedbacks,
observing and evaluating the procedure and many more, Furthermore, it has been examine that
with appropriate and exact evaluation of modifications and alterations, it become simple and
much easier to be stick on the changes and planning for longer time of period.
It has been analyses that it is much required and mandatory to have appropriate and
applicable cognition and knowledge about the the stakeholders of the company and their effects
so that it become easy and simple to take decisions in the company and in the particular
department. John Lewis , scan the surrounding that is relate to the external and internal
environment of the company that support and help them to develop and support the modification
in the company very effectively and in a very efficient way(Lakomski, Eacott and Evers, 2016).

Explain from personal experience and measure how effectively modification procedure was
handle in terms of problems, surrounded knowledge management, cognition following and
cognition movement. Explain conclusions in both implementation of process & outcomes
achieved.
In John Lewis, I operate as marketing executive approximately for one year and I
examined that several things and functions in the organisation and in the business. Also I
analysed that in outlets and management of the organisation there were extreme requirements of
the changes and modification. This is something that is very important and needed for the
company to adopt and bring for operate and perform effectively and with more potency. As from
the investigation of the case study and model of Kottler change procedure , I have been
examined that modification and alterations was adopted and carried out in a very potential way.
Knowledge management involve few planning, plan of actions, strategies that were carried out
and applied by the company John Lewis to utilise and implement the modification. It also
support in knowing and understanding the methods and conception of modification in a very
proper and suitable manner(Nudurupati, Lascelles and Yip, 2016). Moreover, Knowledge
movement is being concentrating in that cognition, knowledge is shifted into descent
knowledge. In regards with John Lewis company it has been review and analysed that when
modification procedure was bring out various problems that were faced by the company that are
mentioned below:
Employees resistance- When modification was known and determined, it was analysed
that directors and managers of the company behaviour and their communication changes towards
the worker, They denied it due to new and fresh technologies was launched and acquaint and
there were several assistant and associated that were against and not in favour with the new
system and change that is applied by the company. Workers opposition and their actions makes it
much ambitious and hard for the company to bring and carried out the modification for the
another different procedures. This is much common and democratic problem that is being scrap
as they are the initial who negate and not accept the new modification in the company or in the
business.
Handling team members- This is another problem and barrier that was faced by the
company John Lewis. To use the new technique of protective screen at checkout time, there were
so much requirement of much skilled and knowledgeable associates with more information and

innovative and creative though process. It was not simple and casual for the managers and
leaders of the company to handle the group members with the knowledge and skills of
Information technology and non information technology. It has been also analysed that managing
the group members and time associates with fresh and new modification is a very time taking
procedure, this process take huge time.
Conflicts between employees at workplace- This issues and complications also faced
by the company during the time of execution of modification procedure. In the company battle
and struggles frequently develop because of the internal and external environment and
components. It is much required and important to handle these battles and struggles, So the
company John Lewis find it much hard and ambitious to accomplish the communal wanted aims
and targets because of battles and problems among the team members because of different ways
and modes of doing work and different though process.
Hence, above explained context represent that it is much important to keep up to
date about the modifications and changes so it become easy for them to achieve and accomplish
the modification in a very effective and potential manner. Hence, it is summarised that
execution of modification has been a much hard and difficult procedure for the company John
Lewis.Moreover, it is also analysed and examined that managers and leaders evaluate the
performance of the modification and alteration that support the company to achieve and
accomplish a positive results(Ogal and Omanyo, 2018). Problems that were scrap or clash by the
company has been defined that modification procedures is not easy procedure and task to carried
out by the company, it take lots of time means it is a very time consuming process.
Compare and contrast two models that guide senior managers to diagnose and plan
modification in their organisation. Also, analyse role in unpinning success of such
processes
Diagnose and plans modification in the the organisation is a very time consuming
procedure. for managing it is much required for the company to adopt the models that is much
easy and simple to bring out the modification in a very appropriate and suitable manner. So there
are two models that are mentioned below:
Lewin change model

This is change model that was projected in 1950's by psychologist Kurt Lewin. Main
objectives of this model is to support the individuals to coming out from their comfort zone and
also declared that changes are the important portion of the life.
Unfreeze
This is initial stage in that a person refuse to take these modification. In regards of John
Lewis, when new modifications apply new techniques, so the workers deny because they are
much comfort with their traditional way(Ragsdell, Corfield and Paton, 2016).
Transition
This is a next level in that an organisation takes the modification into the procedure and
then analysed that it is carried out in a suitable way or not. John Lewis start taking responses
from their customers in order to initiate the modification at their outlets.
Refreeze
This is final level in that an company ensure that the modification become stabilised
again. The leaders of the company assure that fresh modification that is protective screen are
used for longer time.
McKinsey 7- S model-
This is kind of model that is applied by a company to execute the schemes which is
acquired by the company. On the basis of this model, this declare that it is effective concept that
is acquired for bring the modification properly(Schulenkorf, 2017). There are several elements
that are mentioned below:
Strategy
This is initial element in that strategies are carried out to increase more advantages. In
regards with John Lewis, they applied various schemes in their company.
Structure
In this factor, it render the way in that activities of the business are acquired. In John
Lewis when modification were applied then roles and responsibilities also change.
System
This is further element in which it declared that how process and decisions are taken by
the company. In regards with John Lewis , when modification applied, then managers of the
company are responsible to take decisions.
Skills

This factors advert to capabilities of a individual that present the performance of the
individual. In relation with John Lewis , workers with ICT skills are much lesser skill and that
makes difficult for the company(Waddell, 2017).
Staff
This factor, render that how much associates are available in the company. Staff in the
company are much responsible to work effectively and give positive outcome.
Style
It is factor in that render a procedure in which a company is controlled by the managers
of the company. In John Lewis , They have very appropriate way to carry out their functions.
Shared value
This shows standard and programme that show the actions of associates and the
company, In John Lewis, the employees are working in a very systematic manner.
Therefore, it has been analysed that both concepts are much potential because they
support the company to adopt the changes and modifications in a very proper way(Walsh, 2016).
CONCLUSION
From the upper report, it has been concluded that it is much important for the company
to apply the modifications in the company so that they can gain more effective advantages. So
the explanation have been made about the concepts of modification, Stakeholders and analysis,
Kotler process , handling the changing ideally. This also have been analysed that market
conditions modify according to time that makes it mandatory for the company to pick out the
modification in efficient manner. In retailing area, modification are meant to be happen that are
much advantageous for development and growth of the company.

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