Organizational Development and Change Management

This report discusses the challenges faced by Qantas Airways due to technological changes and the change process adopted by the organization to tackle these issues. It identifies internal and external factors contributing to the problems and recommends solutions for managers, employees, and similar companies. The report also explains Lewin's change management model and Kotter's 8-step model for change management. Course code, course name, and college/university are not mentioned.

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Organizational Development and Change Management
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Organizational Development and Change Management
Contents
1.0 Introduction...........................................................................................................................................3
2.0 Causes of the problems..........................................................................................................................3
2.1 Internal factors...................................................................................................................................6
2.2 External factors..................................................................................................................................7
3.0 Change process......................................................................................................................................8
3.1 Recommendations for managers......................................................................................................11
3.2 Recommendations for employees....................................................................................................11
3.3 Recommendations for the similar companies..................................................................................11
4.0 Conclusion...........................................................................................................................................11
References.................................................................................................................................................12

Organizational Development and Change Management
1.0 Introduction
The process is concerned with aiding the business organizations in advancing through the change
in the norms, policies, procedures, leadership, controlling or job re-design. The prime objective
of the concept of organizational development is to bring developments and improvements in the
effectiveness and efficiency with the business corporation (Qantas 2018). The theory of
organizational development has been segmented into three main segments that are organizational
culture, organizational climate and organizational strategy. This process is a continuous
procedure that is based on managing future change based on the diagnosis, planning and
evaluation. The concept of organizational development can also be simply defined as technique
or mechanism used for initiating change in the entire aspects of the business corporation. And
this is done as the change will be readily absorbed or adopted. On the basis of the research
executed by French and Bell, it has been identified that “organizational development is a long-
range effort for improving the business enterprise problem-solving and regeneration procedure.
This is done through a more effective and collective management of enterprise culture with
particular prominence to the formal work teams with assistance of change agent. The below
presented is the analyzed report that is made focused on Qantas airways. The business entity is a
multinational brand in the airlines sector of Australia. The organization was founded in
Queensland in the year 1920 and at present is the Australia’s largest and biggest domestic and
international airlines. The business corporation is focused in developing, designing and offering
quality products to the consumers the maximum level of satisfaction. The below executed report
is developed with a prime objective of solving the challenges faced due to technological changes.
The business entity is facing number of problems due to the technological changes in the
business environment. The below executed analysis is focused on solving the mentioned
problems.
2.0 Causes to the problems
The present scenario is focused on the technological problems faced by Qantas Airways. On the
basis of the analysis it has been clearly identified that there are number of internal and external
factors that are contributing in the issues. According to the survey made by global consulting
firm Protiviti (Benn, Dunphy & Griffiths 2014), it has been observed that due to modernization

Organizational Development and Change Management
and globalization the business corporations are stepping ahead and increasing their investments
in technology and this is also increasing their dependency on IT resources. The firm’s 2012 IT
Audit benchmarking survey has presented a list of top technological challenges that can be faced
by the business entities. It has also been observed that number of business enterprises fail to
conduct any type of IT audit risk assessment and due to which experience critical gaps and
issues. The below presented is the list of the top 10 technological issues that can be experienced
by Qantas airways:
 Cloud computing
 Information security
 Regulatory compliance
 Social media
 Risk management and governance
 Technology integration and up-gradation
 Infrastructure management
 Resource management
 Fraud monitoring
 Business continuity/ disaster recovery
The above mentioned are all the technological issues that can be experienced by Qantas airways
and there are number of internal and external components that are held liable for stimulating and
affecting the business environment of the entity (Bogers & West 2012). Moreover, there are
varied ranges of change models that can be used by the business firm for making understand the
organizational and structured change and also the causes of the issues faced. One of the best
approaches that can be utilized by Qantas airways is Lewin’s change management model. This
model is one of the most recognized and effective management model that is possibly used for
understanding the changes in the organizational structure and business environment. This
management model was designed and developed by Kurt Lewin in 1950. Kurt Lewin was a
physicist and social scientist who described the structured and organizational change by making
use of changing states of a block of ice (Brigham & Ehrhardt 2013). The below is the description
of the change model:

Organizational Development and Change Management
Unfreezing: The first step of the model is all about preparing for the change. This step is
describing the significance of change and its need in the business corporation. In simpler terms
the approach is referred to the procedure of maintaining and keeping the old and rigid norms
aside that are held responsible for hampering the prosperity and success of a business corporation
(By, Burnes & Oswick 2011). The model pay a significant role in making the people understand
the importance of the change as it has been observe that most individuals around the world try to
resist change. The Lewin’s change model is the mechanism that is aiming to open the mind of
the individuals or the workforce of the business corporation for bringing and adopting new and
immediate changes. The prime objective of this approach is explaining the individuals about the
reason why the current process or procedures need change and what will be the profits that will
be earned by the adoption of change Qantas airways will have to organize number of programs
and training sessions for making the workforce understand the significance of change. Under this
approach the senior authorities and the managers of the business corporation shall aid and assist
the workforce to have an open-minded thinking capability (By, Burnes & Oswick 2012). And
thus the stage of unfreezing is primarily concerned with a task of stimulating the mindset of the
individuals against different situations of the business environment.
Change: This is the stage or the step where the occurrence of the real transition takes place. In
simpler terms change or transition is referred to the procedure under which new and innovative
ideas are learned and implemented by the management of Qantas Airways. The process is
considered as a time consuming one, as usually it is observed that the individuals take time to
embrace new happenings, advancements, and changes (Calegari, Sibley & Turner 2015). At this
stage, the significance is given to good leadership and re-assurance as the mentioned aspects not
only lead to direct forward in the correct direction but will also aid in simplifying the process for
the workforce who are involved in the process. The management of Qantas airways should take
initiative and assist the workforce in making the adaption of changes and making them generate
new and innovative ideas for performing the functions. Moreover, the change in the business
may also generate situations of conflicts and create issues and under these conditions, the
workforce is required to maintain patience level within the organization.
Refreeze: At this stage, the business entity is understood with the concept that the change has
been successfully accepted, embraced and implemented by the workforce and the business

Organizational Development and Change Management
corporation is regaining stability (Cameron & Green 2015). This is the time when everything
starts refreezing and staff and processes are coming back to their normal place and routine.
Moreover, at this stage, the employees are expected to deliver with whatever they have been
taught during the course of a process of change management. And the activities are required to
be incorporated into the routine operational activities.
The above demonstrated is the change model that is one of the approaches to change
management. The further described are the internal and the external factors that are the cause of
the problems:
2.1 Internal factors
 Cloud computing: Cloud computing is all about storing, processing and managing the
data at one place by utilizing a network of remote servers rather than making use of the
local server or personal computer (Carter et al. 2013). This system has been considered as
one of the biggest aid for a firm as it keeps the compresses the data and processing are
also done at the same time that can bring an increase in the quality of the data. Apart
from all the benefits this system is one of the biggest factors of threat and can cause
issues for an enterprise. For instance, the data of the clients of Qantas airways stored in
the cloud system can be exposed to threats as no system is perfectly secure and hence has
been considered as one of e biggest cause of a technological issue.
 Technology integration and up-gradation: Technology is advancing rapidly and thus
the business organizations are having loads of pressure of making the successful
implementation of updated technology and various means and mechanisms in the
operations and organizational structure (Chatenier et al. 2010). The toughest task is
making the decision regarding the choice of techniques and tools that will suit best to the
business organization. And this can also be considered as a challenge for the business as
the choice of the mechanisms and techniques should be appropriate and relevant and it
should prove beneficial to the business firm. Big data, virtualization, and cloud
computing are some of the examples of the contemporary mechanisms and will be proven
advantageous for the enterprise. And if the business firm fails to do so then this will come
across as a barrier to the success and growth.

Organizational Development and Change Management
 Information security: As Qantas airways are a multinational corporation and have a
huge pool of customers and clients (Coghlan, Rashford & de Figueiredo 2015). The
business entity is required to safeguard the data and personal and confidential information
of the clients. This is one of the crucial tasks and is required to be done effectively and
efficiently. The confidential data of the clients is required to be safeguarded for
maintaining their trust and loyalty. The process of safeguarding the data is time-
consuming and is also expensive. And this can be considered as a challenge for the
business.
2.2 External factors
 Social media: The social media has been considered as one of the biggest platforms for
marketing the products and services for any of the business firm. This platform offers the
wide range of benefits to the business enterprise. But it is not necessary that social media
suits to every business organization (De Waal et al. 2014). In case of Qantas, there are the
number of issues that can be raised if the business entity is making adoption of this
platform for making marketing and promotional activities. The below mentioned are
some of the challenges that will be faced by the business firm:
Not having a clear social media plan will be proven dis-advantageous for the
business firm.
Qantas Airways will have to gather additional resources for managing the online
presence and this will be proven expensive to the entity and will be an issue for the firm
(Fry 2017).
Moreover, the process should be updated and monitored on regular basis and that will
require the business entity to employ additional workforce for performing these
operations.
If the business corporation is failing in actively managing the online presence then
they will fail to enjoy the real benefits.
 Governing authorities: The technological environment of the business firm is stimulated
mostly by the regulations and norms imposed by the governing authorities. For instance,
in the present scenario, Qantas airways have to maintain the health and safety of the
passengers traveling through the flights as prescribed by the governing authorities
(Gassmann, Enkel & Chesbrough 2010). Maintaining the norms and regulations is a

Organizational Development and Change Management
crucial task and also proves expensive for the firm and hence has been considered as one
of the biggest external factors of issues for the business enterprise.
 Marketing trends: On the basis of the executed research it has been observed that
market has rapidly changing trends. These trends are capable of stimulating the business
environment for any of the firm. And hence the business entities are required to maintain
an updated organizational structure that is enough capable of coping-up with the
changing trends. But if the business enterprise fails in doing so then these changing
trends will come across as a challenge.
3.0 Change process
The change process has been considered as a sequence or a list of practices that a project leader
or manager will be following for the application of the change management to a change in order
for driving individual transitions and also ensuring the task is accomplishing the determined
targets (Hayes 2014). The change process has been recognized as one of the integral tasks for the
business firm. As mentioned in the present scenario Qantas Airways can face the presented
technological issues and for which the entity is required to develop a change process. The
process of change management has evolved over the years with change management models,
processes and plans developed for aiding the impact change process can have on the business
organization. The below presented is the change management process that is required to be
adopted by the organization for tackling the technological challenges faced by the enterprise. The
presenter is the 8 steps model developed and designed by John Kotter’s and this can be adopted
by Qantas airways:
Identify what will be improved
Since most of the changes occur for improving the operations, product or an outcome it is an
empirical task to identify the focus and to clarify the targets to be attained. This will also require
the identification of resources and workforce that will facilitate the operations of the change
process (Helfat & Martin 2015). Knowing what is required to be changed will enable the
employees to focus the efforts in a right direction.
Presenting a solid business case to stakeholders

Organizational Development and Change Management
The business organization has several hierarchies of stakeholders within the business
organization that plays an integral role in the organizational structure and hence it is of very
much essential to present a solid business case in front of the stakeholders (Hon, Bloom & Crant
2014).
Plan for the change
This step can be considered as the roadmap through which the business entity will be attaining
the desired targets and outcomes (Hornstein 2015). The entity will also integrate resources
required, the expenses to be incurred and objectives of the plan. This step is a critical element as
providing a planned multi-step process will be proven advantageous rather than providing
sudden unplanned changes. A well-planned change management process for the IT services will
bring a reduction in the impact of the IT infrastructure changes on the business.
Provide resources and use data for evaluation
Making the availability of resources for any of the operation or process is one of the crucial
elements. For the adoption of change process resources identification and providing financial
support is one of the crucial task (Johnson 2015). These can include the provision of
equipment’s, tools, software systems and infrastructure. Moreover, the data collected should be
evaluated for developing a clarity in communication among the organizational structure. This
will be proven beneficial while making implementing the change process.
Communication
The term communication has been considered as “golden thread” that is considered as the
connecting bridge and runs throughout the whole change process (Johnston & Marshall 2016). A
proper communication is required for a successful completion of any of the process or operation
and same is with the change process. The managers and the senior authorities are required to
communicate relevant data or information to the team and other employees so as to make them
understand the need for change and benefits of the same.
Monitoring and managing risks and resistance

Organizational Development and Change Management
A detailed research is required to be executed over the operations and related aspects so as to
evaluate the risks (King, Hopkins & Cornish 2017). Moreover, resistance is the most basic part
of the change process and it is capable enough to threaten the success of the project. Resistance
occurs due to fear of unknown risk associated with the change.
Celebrate success
Recognizing milestones is an essential part of any of the task. It is significant to recognize the
success of the team and workforce involved (Langley et al. 2013). This will aid in making the
adaption of change management process.
Review, revise and continuous improvement
This change process is a continuous process (Lozano 2013). Regular reviewing is required
throughout the process and also necessary improvements are also required to be made for better
outcomes.
Figure 1Change management process

Organizational Development and Change Management
(Source: What is a change process, 2018)
3.1 Recommendations for managers
The managers are recommended to offer proper guidance on all the aspects associated with the
change process. Clarity in communication should be maintained by top management and
transparency throughout the operations is also required. Regular motivation and training sessions
should be offered to the teams (Million & S. Bossaller, 2015). Proper leadership should be
pursued by the managers so as to ensure the completion of tasks and allotted projects within the
deadline and a proper leadership will also bring improved outcomes in the form of increased
efficiency and productivity.
3.2 Recommendations for employees
Marinating positive attitude towards the work and task allotted is one of the top
recommendations that are required to be made. Positivity in nature and acceptance should be
shown by the employees towards the changes implemented by the management. Activeness in
the work and less resistance will develop a positive environment (Ouma 2017). Moreover,
working with co-operation and mutual understanding will be aiding the team while performing
the tasks.
3.3 Recommendations for the similar companies
One of the best recommendations for the similar organizations in the sector is that the business
entity should review and analyze the organizational structure and evaluate the need for change
(Poff & Zimmerman 2010). The change process is an empirical requirement for any of the
business organization and is required to be implemented with greater efficiency for desired and
better outcomes.
4.0 Conclusion
After summing up the above-executed analysis it has been analyzed that development and
change process has been considered as one of the integral tasks for any of the business
organization and that is required to be executed with great effectiveness and efficiency. The

Organizational Development and Change Management
above report details the technological issues faced by Qantas airways in Australia which may
hinder expansion as the entity is planning to make adoption of change management process.

Organizational Development and Change Management
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Qantas, (2018). Our company, Assessed on 26th February 2018, .