Organisational Change and Development: A Case Study of Qantas

Student Name
INSTITUTIONAL AFFILIATION(S)
ORGANISATIONAL
CHANGE AND
DEVELOPMENT

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Table of Contents
Introduction................................................................................................................................2
Issues faced by Qantas...............................................................................................................2
Change strategies.......................................................................................................................5
Lewin’s three-step change model...........................................................................................5
ADKAR change model...........................................................................................................7
Recommended change intervention...........................................................................................8
Potential issues and barriers due to change intervention.........................................................10
Potential ethical issues due to change intervention..................................................................11
Conclusion................................................................................................................................13
References................................................................................................................................14

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Introduction
The story behind Qantas success can be accredited to human endeavour's who passed
every tough situation and maintained smooth operations within the firm since 1920. The
company has developed itself into one of the biggest airline firm operating in the Australian
aviation industry who intends to support committed customers and loyal staff. Presently,
Qantas is recognised as the second oldest airline company worldwide and is known for
excellent service providing, superior maintenance, customer service and operation reliability
(Qantas, 2018).
Regarding service provided, Qantas indulges itself in transporting people to the
desired destinations using complementary airline brands such as Qantas and Jetstar. It also
runs with subsidiary collaborations in the airline industry like tourism and Q-catering. 30,000
satisfied employees perform for the company out of which around 93% are Australians,
thereby providing nations with great employment opportunities. Main markets of the firm
include domestic flights in metropolitan cities and capital states alongside regional hubs
throughout the country holding around 60% of Australian aviation market share. International
market reveals premium services provided to passengers travelling from Australia to different
parts of the globe like America, Asia, Europe under the Qantas Airlines brand (Qantas,
2018).
Issues faced by Qantas
Being an external change agent, it is essential to ascertain issues faced by Qantas
management while operating in the aviation industry in Australia. According to Gerwing
(2016), the role of external change agent is generally assumed to deal with the softer
problems, however, sometimes they need to deal with hard goals also. To identify issues in

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Qantas faced due to the external business environment, this report will use PESTLE analysis
framework. PESTLE analysis is the most widely accepted tool which organization's and
managers use for assessing market and industry environment. Acronym for PESTLE stands
for political, economic, social, technological, legal and environmental factors which influence
organizational success or failures. It is a comprehensive approach to determine the external
business environment (Kara, 2018).
Figure: PESTLE analysis
 Political factors: Political environment faced by Qantas reveals that it has restored
every strict regulation associated with aviation industry despite market monopoly
inclinations reflected in earlier days. Qantas relationships with international and
domestic airports also seem to be strained that reveals strict norm followed by the
company which demands necessary changes (Whyte, 2019).
 Economic factors: Constant fluctuations in oil prices and the global recession impacts
the economic performance of Qantas. Since airline companies have to cope with high
fuel prices and competition with other low-cost airliners, overall operations seem to
be very fluctuating in Qantas. In 2018, the profits of the firm fell up to 16.3% i.e.