Understanding and Leading Change

This document provides an overview of organizations, HSBC bank and Aviva insurance, and their efforts in implementing change. It discusses the use of PEST and SWOT analysis, the role of leadership and behavior in driving change, and the critical evaluation of long-term implications of change drivers. The document concludes with recommendations for effective planning and change impact analysis.

UNDERSTANDING
AND LEADING
CHANGE

Table of Contents
INTRODUCTION ..........................................................................................................................3
Part 1 ...............................................................................................................................................4
An overview of organizations ....................................................................................................4
PEST and SWOT analysis of companies and drivers of change ...............................................5
Leadership and behaviour helps in develop change in an organization......................................7
Critical evaluation of the long term implications of drivers of change.......................................8
Conclusions and recommendations with justification, for planning effectively for change and
applying change impact analysis. ...............................................................................................9
PART 2..........................................................................................................................................11
1 Introduction to the case study organization...........................................................................11
2. Field force analysis driving as well as resisting forces and the influence over making
decision.....................................................................................................................................11
3. Evaluation of different leadership approaches and models for the change...........................14
Conclusion ....................................................................................................................................16
REFERENCES..............................................................................................................................18

INTRODUCTION
Report is prepared on effectiveness of their products and services in an organization and
helps organization to develop their business at a large scale. Report is going to show
organizational structure of both banks and how they implement new technology in their
organization for development of their organization at a large scale. Both bank and insurance
company is going to use pestle and swot analysis to no impact of internal and external
environment over development of new technology. HSBC bank is going to make change by
development of new technology and Aviva insurance going to develop flat operative structure
ion their organization. They are using leadership and behaviour of employees to develop those
changes in their organization. Long term implication of drivers of change helps them to develop
their business at a large scale. Recommendations are provided on the project about its
effectiveness.
Part 1
An overview of organizations
HSBC bank
HSBC is an British international investment bank it is one of the largest bank in the worls
and have their branches all over the world and working for development of organization at a
large scale to improve effectiveness of their product and services and engage large number of
customers with their products and services(Naheem, 2015.) . They have total assets around 2.558
trillion. Headquarters are situated in London. HSBC going to develop new technology in their
organization that helps them to build smooth working of their organization and helps them to
develop their business at a large scale.
Aviva insurance company
Aviva is an multinational insurance company that provide services to their customers.
They have branches all over the globe and aim to become one of the leading company in
insurance provider(Desai, 2016.). Company is providing services to their customers that help
them to build an effective environment that help them to achieve their goals and objectives and
make them to achieve their goals on time. Company is going to bring change in their
organization like develop an flat operative structure In their organization so they are able to
motivate and influence their customers towards organization working.

PEST and SWOT analysis of companies and drivers of change
HSBC bank
PEST
Pest analysis help bank to know external environment that effect the changes they are
going to bring in their organization.
Political
Company is going to develop a new technology in their working for that they need to
analyse overall working of their organization. Bank is going to develop their business in an new
economy and going to use new technology then they need to know government intervention on
working in that economy like government policies related to banking sector, labour laws,
taxation policy and tax rates on use of new technology bt government effects overall
development of organization.
Economic
Bank is going to develop new technology they need to analyse economic performance of
that nation to develop their business at those nation. Need to know exchange rates and
purchasing power of their customers to use those new technologies that they are going to develop
in their organization(Barik and Kumar, 2018.) . Unemployment rates are need to be analysed to
know effectiveness of customers to use their resources.
Social
Company is going to use new technology for development of their organization. For
development of new technology they need to analyse culture of their customers and influence of
their new technologies that have ability to influence their customers. Attitude of customers
towards use of new technology and cultural barriers that become a problem to implement new
technologies in those economies.
Technological factors
Bank is going to develop new technology then they need to analyse effectiveness of new
economy and their ability to adapt those new technologies that effects overall success of an
organization in that new economy and helps organization to develop their business in a new
economy at a large scale. Company needs to innovation or creativity they are going to develop
have ability to influence customers.

SWOT
Strength
Company have a large number of skilled employees that have ability to understand new
technology and prepare plans according to their requirement. Technology helps them to gain
competitive advantage at a large scale.
Weakness
HSBC bank needs to develop their business process to incur new technology. Customers
are not able to understand new technology. Due to weak communication in an organization they
are not able to implement new technology effectively.
Opportunities
Development of new technology helps HSBC bank to attract large number of customers.
Build a positive image in minds of customers(Santoso and Toruan, 2018.). Helps them to
develop new events to grow their business at a large scale effectively.
Threats
Large number of customers are available in market with same technology. Competitors
are providing loans at low interest rates to their customers. Technology change overall working
of bank. Their consumers behaviour changes due to new technology.
Aviva Insurance
PEST
Analysis helps Aviva to know external environment that effects new changes in their
organization.
Political
Company is going to develop flat structure in their organization then company needs to
know the ability of organizations to cope up with government policies of different nations to
develop flat organization structure in their branches. Company needs to know political stability
and instability of those process in their organization.
Economic
Company needs to new economy performance when they are going to develop changes in
a new economy(Barik and Kumar, 2018.) . They need to analyse income of their customers so

that they know their ability to use their products and services. Interest rates needs to be analysed
to know effectiveness of organizations services.
Social
Company needs to know attitude of their employees while they develop flat
organizational structure. Company needs to know effectiveness of their products and services to
develop their business at a large scale. Aviva need to know cultural barriers of their employees to
implement those new changes.
Technological
Need to analyse availability of technology to develop their business at a large scale to
improve effectiveness of their products and services. Company need to bring innovation to
develop new technologies in overall working of their organization.
SWOT
Strength
Develop flat structure in their organization help to develop positive environment in their
organization. Develop organization to achieve goals and objectives of organization. Help to
develop positive environment in their organization.
Weakness
It will become a problem for organization to develop because lack of superior and
subordinate relation in an organization.
Opportunities
Helps company to motivate employees and they work for development and to achieve
goals of organization.
Threats
Customers are not working effectively(Ciumas and Chis, 2015.) . Due to flat structure
superior feels inequality in an organization. Competitors are taking advantage of ineffectiveness
of their organization.
Leadership and behaviour helps in develop change in an organization
HSBC bank
Leadership helps top bring changes in HSBC bank they help to motivate employees to
work effectively by using new technologies that help them to develop organization at a large

scale. Leadership help them to develop effective utilization of available resources and develop
business at a large scale to improve effectiveness of an organization and helps them to achieve
goals and objectives. Leadership helps bank to make their employees understand working of new
technology in their organization. Leadership builds positive environment in bank. Behaviour of
employee effects overall success of bank. Employees need to understand new technology and if
they have a negative response towards new technology then it effects overall growth of
organization. Behaviour of employee need to be effective towards development of organization
at a large scale.
Aviva insurance
Effective leadership in company help them to develop flat operating structure in their
organization. Leadership helps them to develop organization and make employees familiar with
new changes in their organization and helps organization to develop their business at a large
scale and effectiveness of their products and services(Conger, 2015.) . Company needs to know
effectiveness of their working that have a huge impact on overall leadership of their
organization. Company needs to develop effectiveness of their products and services. Behaviour
of employees effects overall development of working in an organization. Company needs to cope
up with new technologies and trends in an organization and develop plans according to the
requirement of their organization. Flat structure have a huge impact on behaviour of employees
in an organization they are not able to work effectively in an organization.
Critical evaluation of the long term implications of drivers of change
Drivers of change help the company to shape the changes in the company.
Drivers of change-
Requirements needed in Marketplace-
The sum is taken out by the companies on the taste and preferences of the customers so
that they can imply the change according to the needs of the market. This aspect is not just
concerned with the needs of product or services but it also includes the delivery speed of
product, capability of customization, level of quality, level of customer service, change in

innovation etc. often the change which are required in the market is due to change in the forces
of environment. ((Welsh and Harris, 2016.) )
Business Imperatives-
This aspect helps companies such as HSBC and Aviva to outlines the factors that are
necessary on the basis of strategic implement in the structure so that they can achieve success.
This can change the goals, mission, strategy, products and services of the company and branding
and pricing of the company. This will help both the companies to implement the change in
technology and increase in output. (Tamelander, Spilling and Winder, 2017)
Organizational Imperatives-
This aspect helps the company to figure out what changes is required in the system,
structure, process, technology, resources of the organization so that they don't focus on
unnecessary changes which does not even have the scope to improve.
Leader and Employee Behavior-
This aspect focuses on the behaviour of culture of the organization. If HSBC and Aviva
don't work on improving the behaviour between the leader and the employees then they won't be
able to make any changes in the external driver which will affect the productivity of the
company.
Environmental Forces-
Environmental factors such as governmental, social, economical, technological,
demographic and legal environment derives and help the company to know that in which area
change is needed, when it is needed and how much change is required so that the company can
meet up with desired expectations and cope up with their vision. These aspects help the company
to focus on the larger area in which the organizations operate. (Liao and Teo, 2019.)
Conclusions and recommendations with justification, for planning effectively for change and
applying change impact analysis.
CONCLUSION
From the above study, it can be summarized that Aviva and HSBC has gone through major
changes. Firms have implemented technological changes in their organization, because of
operational cost of organization have been reduced. These modifications are being implemented

in order to enhance communication process. This has helped both organizations in making better
relationship with other employees. It has helped enterprises in enhancing their operational
efficiency. Adopting better technology has also supported organization in increasing goodwill of
both organizations. HSBC and Aviva are also being thinking about changing their organizational
structure. In this both companies are involved in discussing benefits of changing structure to
their employees so that it can be easily implemented and changes. This has supported
organization in achieving their goals and objectives.
Recommendation
It has been recommended to both the organizations that before implementing change Aviva and
HSBC must be engage in communicating effectively the plans related to changes which has been
made by companies. This will help company in gaining support from their workers. It has also
been advised to Aviva and HSBC that they must also involve in enhancing communication
process so that change can be effectively communicated to all employees working in
organization and it will also be easy for them to get support from all team members. Also it has
been advised to both companies that planning related to change which is going to be
implemented must be done effectively so that it they can achieve their goals and objectives. Also
while implementing change Aviva and HSBC must make sure that proper allocation of resources
has been done by them and also they must make ensure that every employee has been given roles
according to their skills and talent so that change be implemented properly. Aviva and HSBC
should also be involved in making better relationship with workers so that when changes are
being implemented, they provide adequate support to them. This will also help both companies
in growing and establishing their market share. Also both Aviva and HSBC are advised that
before doing and implementing changes they must be engage in doing deep market research, so
that they can also analyse current market conditions. (Burke, 2017.)

PART 2
1 Introduction to the case study organization.
HSBC is one of the largest providers in the services of banking and financial services all over the
world. International network of the company includes offices around 7,500 in more than 80
countries and territories such as Europe, America, Africa and Asia. It is one of those four banks
whose subsidiary is wholly owned by the holdings of the company in UK. Across all the brands
company operates in UK they have 1800 sites there. The business include the role of personal
finance, private and commercial banking and finance to customers. Also it includes investment
and corporate banking. Company has undergone and implemented some changes in their
structure such as change in technology and increase in output with reducing the amount of
resources used in the factor. Changes in technology will help the consumers to access to their
network from anywhere and anytime. Above that they can enable their services any time they
want. They can transfer the funds, apply for insurance while sitting at home etc. it will help the
company to increase the no of customers they serve in the market. Apart from this another
change is increase in output which states that company will take less time in formulating new
policies which means that it will automatically reduce the resources such as time and money in
the process of change and this will change the structure of the organization and turn it into more
strong and positive. ((Khambhati and Bassett, 2016.) )
2. Field force analysis driving as well as resisting forces and the influence over making decision.
Field force analysis provides a framework in which factors which influence the decision
are seen. What are the driving movement which drive towards the goal are seen and also factors
which blocking towards the goal are seen (Nash, Manning. and Heiser, 2019). The theory is
applicable for the purpose of analysing conflict of the group, learning, hatred, morale and
adolescence.

Illustration 1: Force field analysis of HSBC and Aviva

HSBC
Forces for change
As per the field force analysis the customers of the bank needs new products which
include better conditions such as online banking, life and health insurance policies which involve
less premium and is more beneficial as well as affordable (Sheikholeslami, 2019). If the product
is affordable then the selling of the product will increase automatically. This will help the
company to cover large audience and due to which awareness of the brand will take place which
will help the company in growing faster and improving goodwill. Launching new product will
make HSBC updated and this improve the effectiveness of the company.
The another force for change is improving the speed of production in which the company
must use advance machinery for counting the cash and provide quick services to the customers
this will help the company in resolving the customer queries in much faster way (Zhai, Ban. and
Zhang, 2019). The financial services of the company will be increased and the customers of the
company will be better served and which will result in increasing the customers.
Raising volume of output, will be possible for due to change in the technology, which
will bring positive results by decreasing the cost of the product and HSBC will increase the
profitability. If the process of output is fast then the company will be able to sell more products
and due to which the revenue of the company will increase.
Increasing in the maintenance will lead to increase in the cost (Babalola. and et.al., 2019).
The cost will impact the profitability of the company but for the longer term it is better for the
company because it will not include high cost at the time when the machine is being damaged.
Forces against change
The process of change will be difficult to adopt and due to which there are higher chances
that the employees will leave HSBC (Mukhopadhyay. and et.al., 2019). There will be few
employees ready for the change and due to which the company will suffer losses. For learning
advance technology the employees will be feeling uncomfortable and due to which the workers
will not be ready for devotion of extra time in the organization.
Staff will be frightened with the adaptation of the new technology as they might be
having deli ma of how to learn new things, this will lead to creation of environment of not
learning new things as they are difficult of adopt (Vermaas. and et.al., 2019). This can be
resolved if learning is connected with fun.

The environment will be adversely affected due to change in the technology, this is because the
company will be able to sale more products due to increase in the output (Davey. and Zhao,
2019). This is a force against change because if the machinery is not environment friendly then it
will create negative image in front of the customers as well as employees which will influence
the brand value of the company adversely.
Change in the technology will create disruption in the work because training regarding
the operation of the machinery and the programming training will be given to the employees
which will cost the company (Mukhopadhyay. and et.al., 2019). If the employees of the company
are not given proper training there are higher chances that the employees will make more
mistake and due to which HSBC will suffer losses.
3. Evaluation of different leadership approaches and models for the change.
Different leadership approaches are as follows:
Situational leadership
As per this model the leader of HSBC should make changes as per the required situation
and do not follow any specific path for the change (Prinz. and et.al., 2019). As per the micro-
management the leader should supervise the people working in the company by top-down
approach in which the information will be conveyed to the employees from the manager to the
lower level employees by directing the employees. Coaching to the employees as per the
technology up gradation will be done as per the situational leadership. Supporting will be done as
per the change in which if there is any error in the work then the same will be resolved by
supporting the employees. The leader of the HSBC should focus more on building relationship
with the employees rather focusing on the task. Delegation quality a leader should have in order
to manage work as per the work load. The leader should motivate the employees to complete the
task on time. This will create a good image in the mind of the employees.
Dynamic and adaptable
The leader should be dynamic as well adaptable because this quality of a leader will make stand
out the competition and the employees will be able to perform better (Nash, Manning. and
Heiser, 2019). This will also increase the profitability of the company due to less error of the
employees.
Different theories for change management are:
Change initiation

There are 6 steps involved in the change management. Assess of the expertise for the leading
change which include training, mentoring as well as comprehensive planning for
communication. Appointing a manager for the change is the second step in which the issues of
the employees are handled by the change manager (Sheikholeslami, 2019.). Analysing the gap is
the third step in which the actual performance is compared with the targeted performance. The
fourth step includes Building a team for the change management, the team is responsible for
communication as well as implementation of the management plan. The fifth step is developing a
change management plan in which views of all the team members are considered and that are the
plus as well as minus in the plan are studied in detail. The various view point of different
stakeholders are considered which include employees, managers and owners. Implementation of
the plan is the six step in which actions are executed after making the plan.
Kotter's 8 step change
Creating an Urgency-
Companies such as HSBC needs to highlight the threat which they feel that it has the
potential to affect the operations of the business in future. Companies need to analyse
opportunities which they can tap with the help of effective interventions. Companies need to give
them reasons which sounds convincing to them. In order to gain the support from employees
they need to ask them politely instead of putting pressure on them. Apart from that they need the
support of customers and their stakeholders so that they can successfully bring the change.
Forming Powerful Guiding Coalitions-
Companies must look on their team and select the persons who can work efficiently
throughout the process of change. They must form a strong coalition for change and highlight the
areas which are weak and needs more focus so that company can put people from different
departments to influence and develop that area.
Developing a Vision and Strategy-
To realize the change vision strategies and core values of the company needs to be clear.
Leaders of both the companies must understand the vision so that they can show the right path to
other people.
Communicating the Vision-
Leaders of the company must connect the aspect of change with the previous
performances and training so that they can easily communicate the changes which are required in

the vision of HSBC and Aviva. Leaders must involve with the employees of the company and
must help them in addressing their problems and issues.
Removing Obstacles-
It must be ensured by the leaders that structure of the organization is strongly build and
must cope up with the vision of the companies. They need to keep an eye on any kind of barriers
on a regular basis so that they can work on the changes accordingly. Company must reward those
people who are in support with them and has been there for them throughout the whole process.
Creating Short Term Wins-
Companies can observe the way to success from the beginning and can gain confidence
in achieving the success if they categorize the wins into small parts. They need to set their target
into short goals instead of one combined goal so that they can make it easy for the employees to
achieve the goals and it will also help to reduces the probability of failure which will not let the
employees loose their confidence and contribute more than before.
Consolidating Gains-
HSBC must make sure to analyse the experience of individual and improve continuously
where they are lacking.
Anchoring Change in the Corporate Culture-
Companies have to include change in their structure and it must be visible so that
everyone can see it clearly. They must give them the support in the conditions of change.
Conclusion
Report shows technology development in HSBC bank helps them to develop their
business at a large scale and increase profitability of their organization. It develop flat structure
in operation of their organization help them to develop smooth working in their organization and
make friendly environment and build effective relation in an organization. Builds an
environment that help them to achieve goals and objectives of their organization and helps to
develop their business at a large scale to improve effectiveness of their organization. Pest and
swot analysis help company to develop an internal and external environment framework for
overall development of organization at a large scale. Pest analysis help company to know how to
implement those changes in their organization. Leadership and behaviour of employees help to
bring changes that help company to achieve their goals and objectives and increase their
profitability.

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