Strategic Change management - HSBC bank

Strategic Change management

Executive summary
Strategic change management allow organization to carefully make changes in their
business and it is a well structured plan that helps to meet the organization goals and objectives.
Through this report, researcher and learners gain knowledge related to change management
system. Chosen firm for this is HSBC bank which is British Multinational investment bank who
also wants to make strategic changes. Through the report, researcher gain three different types of
strategic change management tool and describe the need of opting the same. Further, the report
will also describe the system that is involve in stakeholders for planning the change and also
evaluate the system as well. Then, with the help of two change management model, it describe
some challenges face by the firm.

Table of Contents
Executive summary..........................................................................................................................2
INTRODUCTION...........................................................................................................................1
Introduction of organization and background of change.............................................................1
1.1 Presenting the model of strategic change...............................................................................1
1.2 Describing the relevance of models of strategic change in an organization..........................2
1.3 Describing value of using strategic intervention techniques in organization........................3
2.1 Need for strategic change in a firm........................................................................................4
2.2 describing the factor that driving the need for change...........................................................4
AC 2.3: Assess the resource implications of the organization not responding to the Strategic
change. .......................................................................................................................................1
AC 3.1: Develop systems to involve stakeholders in the planning of change.............................2
3.2 Developing change management strategy with stakeholders................................................2
3.2: Change management strategy...............................................................................................4
3.4: Strategy for managing resistance to change.........................................................................4
4.1 Appropriate models for change..............................................................................................6
4.2 Plan to implement model.......................................................................................................8
4.3 Measures to monitor growth..................................................................................................9
CONCLUSION................................................................................................................................9
Recommendations......................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Strategic change management is that process which helps to manage change in the
structured way so that it will help to meet the organizational goal as well as mission. For every
company, change is necessary in order to continue to thrive and to stay competitive in the market
as well. In the same way, chosen company is HSBC which is one of the leading investment bank
fin UK and report will describe different models of strategic change and describe the need of
adopting the change into the working area and then discuss the factor as well as resource
implications that needs for the change. Further, study also develop a system that involve
stakeholders and then create the strategy for managing the resistance of change as well. Lastly,
report describe best model for change and measures to monitor progress as well.
Introduction of organization and background of change
HSBC bank is the British multinational investment bank in UK and it is the seventh
largest bank in world as per its assets, further, the company also has more than 3800 offices in
more than 65 countries and also has more than 38 million customers. Therefore, this shows that
firm has brand image at international level. Currently the company faces issues technological
change and for that there is a need to implement change model by analysing the market
conditions.
1.1 Presenting the model of strategic change
Lewin's change management model:
It is the most common change management tool that remains relevant because of its
effective structure. Moreover, this model is introduce by Kurt Lewin and it is broken into three
stages such that: Unfreeze:in this, the team should unfreeze their present process and change their views
for upcoming changes. Therefore, it helps the team to take challenge and complete the
task without bias (Change Management Tool, 2018). Change: next stage, in which mangers try to implement change through effective
communication in its entire channel.
 Refreeze: in this, by taking review from the peers, manager come to know whether the
change is implemented successfully or not.
ADKAR model:
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It is another popular change model which Is based upon people focused approach and
introduce by Jeffrey Hiatt that helps to facilitate at individual level (Tang, 2019). The model also
describe more about the people' reaction to them and it is consist of five main points i.e. Awareness: in this, manager create awareness of the need for a change and also explain
the reason for changing the system, so that employee able to understand the need and
may ask any question related to this. Desire: In this, employee show desire to participate in and also support for the changes as
well. Knowledge: in this manager, provide training session in order to enhance the skill of
employee to accept the change. Ability: through effective schedule, employer may determine the champions and develop
ability to implement changes.
 Reinforcement: Monitor the change and provide specific changes as well.
Kottler 8 stage model:
This model is used by large organization because it specifically turns resistant individuals
into receptive participants through their trust, transparency and teamwork (Bridgman, 2016).
Further, by identifying the end goals, developing or involving employees and executing the
changes together helps to remain the long lasting change and leads a business towards success as
well. Therefore, it is work under 8 stages such that:
 develop a sense of urgency
 build a strong coalition
 develop strategic vision
 get everyone buy-in
 take action by remove barrier
 implement short- term win
 sustain alteration
 Implement change
1.2 Describing the relevance of models of strategic change in an organization
From last many years, there is a sudden fluctuation In the economy and that is why, every
company wants to make changes in its working environment. Thus, strategic change models are
quite effective for HSBC bank because as the company face issue related to advance technology
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and that is why, with the help of model, company may easily accept the change. For the same, all
above mentioned three models are quite effective to use because by using Kurt Lewin change
management model, HSBC cuts out a lot of complexity and fluff which are involve in other
model and by implementing the same, company's employees easily understand to implement the
change and as a result, it makes easy to plan around and it also try to minimize the difficulty as
well (Bakaria, Hunjrab and Masood, 2017). Moreover, this change management model helps to
reject the fear of change among employees so that they will survive in the difficult situation.
On the other side, there is a need to implement the technology change into the working
area and for that, ADKAR model is also used for implementing change because it focus on
results as compared to task. Even it also provide the checklist of things which need to be done to
manage change. Therefore, as the model provides practical approach of change management and
by providing effective training system, company may implement the same. On the other side,
Kottler eight stage model also helps to create support and make employees aware to accept the
employees and it is possible only if the company have new vision. Through this model, HSBC
also take opinions from their employees and then make final decision too.
1.3 Describing value of using strategic intervention techniques in organization
As per the view of Burnes and Bargal, (2017) strategic change is the key that lead a firm
towards better future performance, but the manager may faces different issues or challenges
while implementing strategic planning. That is why, by adopting strategic intervention
techniques, company may creates cooperation between manager and team workers. Therefore, a
systematic implementation of change is intended to impact upon business basic, but the strategic
intervention used to facilitate change in an organization structure so that it will more rapidly
accept the changes i.e. disruptive technology, high competition and fluctuation in market.
Therefore, by using strategic intervention techniques such as Techno structural intervention by
HSBC Bank which is completely based upon technology and structure so that it will help to cope
up the issue.
On the other side, this strategy also deliver the best results for the company. For example,
using this intervention, quoted firm saves time and develop new programs that helps to reduce
cost and also attract wide range of customers too. Moreover, by using the strategic intervention
technique, HSBC develop opportunities for developing growth options and it also provide
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continuous innovation products so that it will help in customer retention and technology adaption
too. In addition to this, using best strategic intervention technique, the company easily overcome
the problem of technological factor and easily adapt different ways through which the company
raise its brand image at international level.
2.1 Need for strategic change in a firm
There is a need for change within a firm because of the following reasons:
Changes in market: there is continuously fluctuation in the market and due to tough
competition in market, the company always provide innovative and unique products in market in
order to response the sudden change in the market (Hassan, 2018). In the same way, HSBC also
wants to make strategic decision whether they will lead and lag the market.
Economic downturns: The factor create negative impact upon the firm such that if there
is a strong economy and increasing demand of products, firm may easily develop better growth
opportunities in order to represent new challenges. But on the other side, weak economy creates
problem and to cope up this situation, manager of HSBC should make decision so that it will
help to maintain the strong brand image with customers as well as employees.
Customer expectation: as per changing market and demand of customers also changes
and they also expect more from the companies. Thus, HSBC provides all the financial services to
their customer in unique way as compared to its competitors, so that it directly open different
opportunities or the companies in order to meet those needs as well. That is why, to meet the
customer expectation, HSBC needs to implement strategic change.
New technologies: In this modern era, every company wants to be stay competitive and
that is why, they all used advance technology (Cummings, Bridgman and Brown, 2016).
Therefore, without change, business leaders will never be on top in the competition. In the same
way, HSBC also faces issue related to techniques because in this era, there are many
technologies in IT which force companies to adopt these technologies so that it will help to lead
a business towards success.
2.2 describing the factor that driving the need for change
There are different factors that driving the needs for a change such that internal factor and
external factor which are as mention:
Internal factor: this factor includes factors within an organization and these are:
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Employees: as they are the major part of an organization and also plays a vital role in
company's internal environment such that if the manager are good at handling issues and
overseeing other parts in internal environment, then it will creates good working environment
within the employees (.Cameron and Green, 2015). But on the same side, employees are not able
to handle the issues and they have no ability then it will creates negative impact upon the
business as well as its working environment too.
Customers: as per this modern era, customers suddenly changes their perception and
views, further, the power of customers are also depend upon how fierce the competition and
what are the products which company offer to their customers. Therefore, this forces the
company to introduce new products and uses advance techniques in order to attract wide range of
customers towards it.
External Factor: it includes the factor which affect the entire business externally and these are
as mention below:
Digital Disruptive: in the modern era, new and digital technology plays an important
role and in the same way, to stay competitive in this competitive market, every company used
advance technology. In the same way, HSBC also faces issue related to advance technological
and advancement in IT as well. Therefore, using innovation and advancement in technology will
help quotes firm to raise its brand image and also cope up with the problem. Moreover, by using
Artificial intelligence as a technology issue will help a company to cope up with digital
disruptive.
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AC 2.3: Assess the resource implications of the organization not responding to the Strategic
change.
If HSBC is not engaged in following or responding to change then following implications can
occur in company. This includes the following:
Human and physical resources- It has been analysed that HSBC is involved in bringing
technological changes. For this they need to have support from all the employees
working in organization. Company for proper implication can engage into restructuring
of the organization structure. They also need to provide proper training and learning to
employees so that the modifications can be properly established. This can support firm
in overcoming the conflicts which might be face by them during the time they are
implementing changes. HSBC can also engage in hiring new and efficient workers so
that they can easily survive during the time of changes. It would also be easier for them
to understand about the technological changes which are being implemented in firm. If
Human resource of company is being properly trained, then it will also support HSBC
in increasing their operational efficiency and productivity(North and Kumta, 2018).
This will also assist firm in growing and implementing the change in properly and
efficiently.
Financial resources- If the Technological change which is going in and on in HSBC is not being
properly implemented then it can increase the operational cost of business. It can also
increase the cost related to training, learning and development. Changes perceived as
negative drain resources further, making it difficult to cope with and implement change.
Also company must make sure that every employee must be aware about the changes
which is going in organization, so that employees of HSBC make effective use of
resources. This will help company in saving cost and reducing the expenses related to
training and learning. Employees must adapt to many changes beyond those identified
as planned change initiatives. Prioritize, sequence, and coordinate changes throughout
the organization to reduce or offset the cumulative change cost to employees (Wolf and
Floyd, 2017). This will help company in implementing the technological change
adequately and efficiently. This can support firm in growing.

AC 3.1: Develop systems to involve stakeholders in the planning of change
Stakeholders are the person who must have full information related to the changes which will be
implemented in organization. The main stakeholders are customers, suppliers, employees,
investors and many more.
Proposed Change- HSBC must be engage in bringing changes in the culture of organization so
that they can gain competitive advantage and are able to grow. The main stakeholders who must
have the full knowledge about the technological change are employees and consumers. This can
help company in adapting the changes easily. Also company must make sure that the employees
provide them support, so that it can become easier for them to bring change.
Communication and consultation strategy- When bringing change, HSBC must make sure that
they are engage in properly communicating the changes to all stakeholders. They must also be
engage in openly communication with employees so that they can analyse if there exist problems
while implementing the change. This can also help company in making better relationship with
employees. It will also support them in creating employee loyalty. Company can engage in face
to face conversation with workers, so that they can understand the changes effectively. This will
also help company in reducing the employee turnover during the time of change.
Group meeting and team development- HSBC when implementing technological changes must
be engage in meeting with their teams, so that the team stayed motivated and they provide
support during the time of change. Organization must also be engage in providing training to
workers, so that they will be able to understand the change effectively and efficiently (Pugh,
2016). Group meeting will also help them in having new ideas which can be used to overcome
the problems.
Delegation of responsibility- HSBC must also make sure that during the time of technological
change they must know that all responsibility and task provided to employees is according to
their skills and qualification. This will help them in finishing task on time and will also enhance
their operational efficiency. This can help firm in growing and attracting more employees
towards them. It will also help firm in growing.
3.2 Developing change management strategy with stakeholders
HSBC bank is required to develop change management strategies with its stakeholders.
Strategies to be developed are :
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Leveraging strategies
Leveraging strategies are used by those that are ready for accepting the change in initial stages
and are usually known as leaders of change since they motivate employees for accepting the
change. Leader motivate employees to accept the change by driving them toward the benefits
which will be acquired by accepting the change in organisation.
Engagement Strategy
Strategy of engagement is used by those stakeholders that are part of unwilling and reluctant
majority. Engagement strategy is used for inverting these reluctant employees of organisation in
easy adapters of change and using the employees as tool for convincing other employees of
organisation. The strategy convert the resisting employees by making appropriate
communication and identifying the reasons behind resistance. This strategy involves training and
educating employees about change.
Containment Strategy
Strategy is for resisting slackers that are not ready for accepting change but are competent.
These people contribute in change process therefore it is essential for the company to convince
them for the acceptance of change. These are the efficient employees whose contribution helps in
growth of business.
Outplacement strategy
Strategy is applied for people that are not for accepting the change. These stakeholders are
provide with required number of opportunities for accepting the change (Lewis, Cantore and
Passmore, 2016). When they do not accept change they are dealt with other ways.
For the change in HSBC all employees are required to be through help of change management.
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3.2: Change management strategy.
For implementing requisites changes in the business, HSBC is required to adopt sound
business strategies and plans from the perspective of employees benefit as well as organizational
growth. Thus, following are the strategies for effective change management and its
implementation in the HSBC bank:
1. Proposing incentives – By offering incentives and other monetary benefits to the
employees, it will help them in increasing their motivation level to a great extent. Also,
by making appreciation of the work done or target achieved by employees, HSBC can
encourage to work towards attainment of new goals with adoption of new and better
improved techniques, processes (Fernandez and Rainey, 2017). This will thus reduces
overall cost and increases profitability aspects of HSBC.
2. Redefining culture and value – By establishing the culture of continuous change and
improvement in the business, HSBC can make its employees ready for adopting any kind
of changes being made therein at any time. By redefining the culture and values of the
organisation, it will force its employees to work according to new cultural aspects and
beliefs related to changed business processes and technological development.
3. Shifting change burden – The change management burden in such case is shifted from
the top management level to employees. HSBC by adopting such new technological
changes and new structure can compete and survive in the market place with the help of
new business processes, values, techniques thus making it capable of dealing with high
competition level. On shifting burden of change to employees, it helps them in showing
their capability and skills along with unique and innovative business ideas with the help
of which HSBC bank can capture market opportunities along high customer base as well.
4. Recruiting change management expert – Implementing plan related to changes in the
business organisation is not an easy task as it is related with formulation of sound
business plans and strategies (Hayes, 2018). By assigning such duty to change
management expert, it will help HSBC in overcoming its issues related to change
resistance as made by its employees.
3.4: Strategy for managing resistance to change.
Change in any organization brings in some positive as well as negative aspect to the
company as well as to its employees. It is thus required on the part of management of the

company to manage and control the resistance of such changes among the employees by
imparting proper training and workshop to them along with better improved communication
facility. HSBC bank has made plan of implementing technological changes in its business
operations from the perspective of better improved functions to its customers across the globe.
Following are the strategies which can assists the management in managing its employees
change resistance:
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 Defining structure of team for maximizing the overall potential level – While
formulating any plan or strategies, HSBC is required to consider its employees potential
as well as skill level (Hickman and Silva, 2018). By making allocation of duties and role
as per their skills and knowledge will help the company in overcoming its resistance to
new techniques of conducting the business processes.
 Setting targets and challenges to be met – Many employees resist for new changes
which are going to be implemented in the business processes and operations as they have
less knowledge of it along with habitual of using the same techniques and methods which
they have knowledge of. By defining targets and challenges to employees, the
management of HSBC can help employees in achieving their individual goals along with
company's as well. Communicating the manner of implementing such changes and how
targets can be achieved will help HSBC in gaining competitive edge.
 Conflict resolving – One of the major aspect of every business organization is related to
proper and clear communication process in between employees and employers for
smooth business operations (Lines and et.al., 2015). Ideas of each team member should
be considered before making a conclusion or decision to mitigate the chances of arising
conflict therein. It is very much essential to regulate and have proper communication
system in the company so as to define business strategies and plans to attain the set
defined goals.
 Empowering innovation and creativity - Defining how technological advancement will
help HSBC in increasing its market and customer share to its employees, will help in
managing such resistance to a level. By empowering employees, it helps them in showing
their unique skills, creativity and innovative ideas which can be used by HSBC bank in
capturing current market opportunities.
4.1 Appropriate models for change
Lewin's change management model- this model is based upon 3 step procedures such
as Change, Unfreeze and Freeze that gives high level methods to change. It provide managers of
HSBC bank to implement change (Bakari, Hunjra and Niazi, 2017). This model helps to make
radical change, decrease disruption of structure operations and assure that change is adopted for
ever. Three steps of this model gives person idea of what is the significant of implementing
change and its means when dealing with workers.
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Unfreeze-
Advancement of technology put pressure on firm to implement change in their existing
business structure which is beneficial for them. In order to run business efficiently, HSBC bank
manager implement change related to technology, it helps to increase efficiency of their daily
operations. When manager think about to change their current technologies with the new ones,
many people refuse it because it impact on their daily routine and work efficiencies. By
understanding the need of change, leaders and managers motivate workers to perform with new
technology and adopt in day to day work. Unfreezing means getting workers to gain perspective
on its daily activities, open up to new ways of reaching objectives and unlearn bad habits of
them. HSBC managers collaborate to leaders and work together for implementing change in
technology that is beneficial for workers as well as business. They shows the benefits of change
in workplace for people and try to conveyance them.
Change-
After conveyancing group of people for implementing change that they can adopt without
deny, manager proceed towards it. In simple words, once team members opened up their mind,
managers can start changing technology (Huarng and Mas-Tur, 2016). Procedure of change is
quite dynamic, but if its to be good it probably take some time and give better results.
Freeze-
After Passing above stages effectively, finally it come to the final step where the change
has been implemented permanently with the support of applicants in business.
ADKAR model-
This model is appropriate for change, it is 5 phase framework that support to deal with
candidates aspect of change management.
Awareness-
When management need to implement new technology within business as change they
need to communicate with their workers and generate awareness among them regarding this
before making any plan.
Desire-
After interacting to team, they need to understand need for change and also able to
understood requirement of this (Obonyo and Kerongo, 2015). When employees want to make
some changes in business, manager will be able to understand it and support them.
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Knowledge-
Without knowing how to get things done with new change, staff cannot be able to work
effectively. For example, if management implement new technology, staff need to know how to
operate it safely and correctly.
Ability
When manager implement change related to technology, they need to enhance the ability
of workers which beneficial for success of overall procedure, if they do not increased staff skills
they get failed to apply new technology.
Reinforcement-
Everything is going good, according to implementation of change, but still many people
do not used new technology (Shepherd and et.al., 2014). Reinforcement works in this situation
where management give workers lots of feedback and will exercise vigilance.
4.2 Plan to implement model
To implement model for change in HSBC organization, manager need to create plan
which is essential to run this procedure effectively. First of all, they has to determine the need of
change, if it is beneficial for business or not (8 Steps to Implementing Successful Organizational
Change, 2017). Before analysing the requirement and situation get cannot be able to implement
change. Furthermore, management support for change is highly effective. In workplace many
peoples do not wants to make any change, so it is very essential to create a situation for change
that is beneficial for both company as well as its employees. They take better decision in which
involvement of staff is required. Organizational change whether small or large needs to be
communicated and explained, specially changes that influence how staff perform its roles.
Discussion and communicating change need to be systematic and structured, workers get
all the information about implement technology changes. When management made poor
communication with staff and rumour mill began spreading rumours about change, it create
resistance to implement change that is not appropriate for overall business. Managers need to be
proactive in communications that helps to minimize resistance and make workers feel like they
are essential part of procedure.
At last, once change is planned effectively, it is essential to have good interaction about
roll out and implementation of technology change. They need to set a fixed timeline for changes
and implementation of plan in order to gain success for longer period. Resistance of workers is
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internal circumstances that impact on company to implement plan. On the other hand,
advancement of technology is external factors which also impacting the current procedure of
firm.
4.3 Measures to monitor growth
Managers of HSBC bank, measures the progress of implementing change, they need to
create project outlines, first step is to identify goals and objective of program. Determine any
issues related to this for solving it has soon as possible.
Step no two, once they defined goals of implement technology change it is the right time
to define indicators for measuring progress towards achieving it.
Step three, manager need to define timeline after creating monitoring indicators, that
helps to done work on time.
They has to identify that all the workers is adopting change in their work and does they
work accordingly or not.
Through feedbacks from co-workers they can also measure progress of new plan which
has been implemented in above stages for growth of business.
Once the change is implemented, monitoring is very essential as it helps to assure the
operational efficiencies.
Manager need to create reporting templates and analysis plan that should include with
details about what is working more effectively and what is not. So they can improve in better
way.
CONCLUSION
By summing up above report it has been concluded that in every company there is a need
to implement change in the business because it helps to leads and develop better opportunities
within the business. Therefore, report concluded Kurt Lewin change model, ADKAR model and
Kottler 8 stages model that helps to implement the change easily. Further, study concluded by
analysing the market condition and technological factor that HSBC need to implement advance
technology in its working area so that it will help to provide positive environment to its
employees. Moreover, it is concluded that firm must have physical, financial and human
resources in order to cope up the issues that is related to strategic change and through proper
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communication with the stakeholders, company easily involve stakeholders in the planning of
change. Further, it uses stakeholders mapping analysis in order to involve stakeholders and to
develop technological change, HSBC uses Kurt Lewin change and Kottler 8 stage model as well.
Lastly, report concluded that company may use benchmarking as a monitoring tool in order to
monitor the progress.
Recommendations
As per the above, it has been analysed that HSBC faces issues related to technology
factor and in order to deliver the best variety of products to their customers, it is recommended to
the firm to use Total Quality management in order to maintain the quality and provide best
products to their customers as well. Moreover, the firm needs to be focus on the change so that it
will get the biggest potential benefits. In addition to this, it is also recommended to the firm to
use artificial intelligence in order to meet the project deadlines. Further, in order to make
employees aware with the advance technology, it is required to provide effective training
sessions to them, so that they will enhance their skills and capabilities as well.
In addition to this, it is further recommended to HSBC that providing the products and
services at low rates in order to attract wide range of customers and even if the firm is expanding
its unit, then it is quite necessary for the business to analyse all external factors so that it will not
affect the overall business. Moreover, in order to implement the change into the working area,
company needs to follow Kurt Lewin change management model so that it will make employees
aware to implement new changes into the working area.
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REFERENCES
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