Understanding and Leading Change

Critically evaluate effectiveness of leadership approaches and change management models11 CONCLUSION 11 REFERENCES 12 INTRODUCTION Every business organisation aims at implementing change in its business operations and activities in order to sustain in competitive business environment. Marks & Spencer is a British multinational retailer |that serves in 1463 locations in 57 countries around the world- wide. |Tesco|Marks & Spencer| |Tesco is a British multinational|Marks & Spencer is famous for | |general merchandise and grocery |

Understanding
And
Leading Change

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
LO 1.................................................................................................................................................1
P1. Comparison between different organisational change and its impacts on operations and
strategy........................................................................................................................................1
M1. Different drivers of change and types of organisational change.........................................3
LO 2.................................................................................................................................................3
P2. Internal and external drivers of change affecting leadership, team and organisational
behaviour.....................................................................................................................................3
P3. Measures for minimising negative impact of change on organisational behaviour..............5
M2. Appropriate theories and models to critically evaluate organisational response to change 5
D1. Recommendations for planning effectively for change and application of change impact
analysis........................................................................................................................................6
LO 3.................................................................................................................................................6
P4. Different barriers for change and its influences on leadership decision-making..................6
M3. Using force-field analysis to analyse change drivers and resistance forces........................8
D2. Critical evaluation of force-field analysis to meet organisational objectives......................9
LO 4.................................................................................................................................................9
P5. Different leadership approaches to deal with change...........................................................9
M4. Evaluate extent to which leadership approaches deliver organisational change effectively
...................................................................................................................................................11
D3. Critically evaluate effectiveness of leadership approaches and change management
models.......................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Every business organisation aims at implementing change in its business operations and
activities in order to sustain in competitive business environment. Marks & Spencer is a British
multinational retailer company that serves in 1463 locations in 57 countries around the world-
wide. The company provides employment to approx 80700 people and offers wide range of
products and services. It is one of the leading retailer company that aims at implementing
organisational change in form of introduction of loyalty programs for its customers.
The present report explains in brief about the impacts and drivers of change on the
organisation's operations and strategy. The comparison is given between organisation where
change has impacted on the operations and strategy of organisation. Different drivers of change
are also assessed. Internal and external drivers of change are evaluated that may lead to affect
individual and team behaviour. Further the report explains about different barriers for change and
how it brings influences on the leadership decision making process. Different leadership
approaches are applied for delivering and implementing effective organisational change.
MAIN BODY
LO 1
P1. Comparison between different organisational change and its impacts on operations and
strategy
The business organisation may go through change at different stages in its life-cycle due
to many reasons (Hussain and et.al., 2018). The introduced and implemented change may lead to
bring many influences on the working of business, its activities, leadership style, operations and
even strategies. Following is given the comparison between different organisation's that has
implemented organisational change.
Tesco Marks & Spencer
Tesco is a British multinational general
merchandise and grocery retailer that operates
in 6569 locations around UK and many
countries.
Marks & Spencer is famous for offering high
quality fashion products, award-winning food
products and also stylish home-ware.
The company aims at bringing change within
organisation by implementing technological
The company aims at implementing large scale
changes in its business by introducing loyalty

changes. programs for its valued customers.
Technological changes can be implemented by
adopting to various updated and latest
technology and machineries (Kremer,
Villamor and Aguinis, 2019). This helps the
company and its operations to be more
effective and efficient. Tesco aims at
launching mobile payment application called
PayQwiq. This mobile application will allow
customers to make payments using mobile
application for their purchase.
The loyalty program are considered as the
structured strategies of marketing which are
designed for encouraging and attracting
customers. Marks & Spencer focuses on
introducing points card, loyalty cards and
reward cards under its loyalty program with the
focus to increase the market share by attracting
and gaining more number of customers.
The mobile application PayQwiq will lead to
bring great opportunities and benefits for
Tesco. This mobile application can affect the
business operations of Tesco s it will minimise
the labour cost as it will allow customers to
scan the payment after shopping.
The digital marketing changes leads to bring
great influences and impacts on the business
operations and activities. Because the
implementation of loyalty programs will lead to
create new business process and will also
increase operational efficiency (Dhir, 2019).
For example, the business operations of Tesco
will get influenced as mobile application will
affect the supply chain management process
and stock management.
For example, the business operations of Marks
& Spencer will get influenced as it involve use
of mobile phone, marketing strategy, use of
social media websites and other aspects as well.
This mobile application will allow customers
to have automated checkouts and cashless
payments, thus, the business strategies needs
to be formed in such a way that it can gain
great benefits form it.
The digital change will help in improving the
effectiveness and efficiency of business
activities and operations of Marks & Spencer,
thus, it improves the business innovation as
well.
The business strategies of Tesco needs to be
made by considering the security purpose as
for accessing effective control over the whole
procedure and also to protect against theft.
Introducing loyalty programs will lead to bring
influences and impacts on various aspects of
Marks & Spencer such as marketing strategies,
targeted selling strategies. Therefore, business

strategies needs to be framed in accordance
with the organisational change.
The business strategy of Tesco will change
from regional economies to the global
networks due to implementation of change (4
Ways Technology Is Transforming Business
Strategy, 2013).
With the implementation of loyalty programs,
Marks & Spencer needs to make its business
strategies form linear advancements to the
accelerating returns.
M1. Different drivers of change and types of organisational change
The drivers of change in the case of Tesco's organisational change, includes need for
technological up-gradation and to meet needs and wants of customers. This organisational
change will also affect structural and strategical change as it is concerned with influences in
overall objectives and goals of company (Al-Haddad and Kotnour, 2015).
The drivers of change in the case of Marks & Spencer organisational change are in order
to face the intense competition, meet customer's preferences and perceptions. In order to sustain
in technology paced market, there is requirement to get updated is one of the major driver of
change in this organisational change. The loyalty program change within organisation will lead
to affect the structural change as it will include changes in equipment, requires training and
development programs and changes in work sequence.
LO 2
P2. Internal and external drivers of change affecting leadership, team and organisational
behaviour
The internal and external drivers of change that brings influences and affects on the
leadership style, individual and team behaviour can be identified using PEST and SWOT
analysis, and it is discussed in brief as follows:
Political Factor
Marks and Spencer's are always focused on the European Commission’s free trade
agreements and that leads to decrease in costs as high cost is always been the disadvantage for
the company that deals in international markets (Cameron and Green, 2015). For this the

leadership has to do many changes in their style and make the employees motivate to maintain
the cost.
Economical Factor
Marks and Spencer is always being affected by the competitors discounted pricing.
Leaders of the company always focused on the high quality that led to short term loss and attract
the customers that with the quality they serve. But at the time of financial crisis it leads to more
price sensitive customers that time they need to work on the flow of market that leads to sustain
sales (Fernandez and Rainey, 2017).
Social Factor
Changing trend from baby boomer into generations x and millennium require the
changing strategy to cater the new segment. As baby boomers are not in existence and now it is
not the prime consideration.
Technological Factor
Company is having the strong social media and online presence as it will be well placed
to capitalise the revenue. In these days consumers are more focused on the technologies. Leaders
have to change the technology as per the current trends of market and that leads to change the
working pattern of employees and in this situation leaders have to provide the trainings for the
employees.
SWOT Analysis
Strength
As it is the iconic brand that is trading from 1884 and still is being considered as the UK's
top 10 brands. This is maintained as they have taken the decisions in innovation of technology so
that can increase their demand. Through this leader also did the advertisement in recession and
strengthen the positioning of brand.
Weakness
As the company is loosing their key employees because of their competitors that includes
the product developers, food technologists and general merchandise members of team (Taylor
and et.al., 2019). In this the leaders of the company have to introduce the new technologies and
that is not used by the competitors.
Opportunity

They can use the technology and develop their website. Leaders have to introduce the
new technology so that they can lead more profit.
Threats
As other retailers are offering their products in discounted price it is the biggest threat for
the company as leaders of the company have to use the technologies and make the pricing
strategy.
P3. Measures for minimising negative impact of change on organisational behaviour
In order to minimise the negative impacts of organisational change, marks & Spencer
aims at implementing change management model which is explained in brief as follows:
Lewin's change management model
Every company has to adopt the changes as per the trend required by the industry. Such
organisational changes may lead to create both positive and negative impacts on the working of
business activities and operations. Thus, in order to minimise the negative impacts of
organisational change implemented by Marks & Spencer, Lewin's Change Management Model is
used which is explained as follows:
Unfreeze
In this stage, leaders of Marks & Spencer prepare them for changing the current process.
This model offers them the strong tool to administer the improvement and unfreezing take the
time to fully set into motion (Sweeney, Clarke and Higgs, 2019).
Change
In this implementation of change is being happen. In this communication, support and
education are important to support the organisational change.
Refreeze
In this step, leaders solidifies the company new status quo. This stage helps in supporting
the individual employee and transform it into the new business practices and then they stick on
the change. At the time of major transformation of company and shifting to the business strategy
this model helps the leader to offer high level approach to ease the organisation disruption.
M2. Appropriate theories and models to critically evaluate organisational response to change
The Lewin's change management model can be used by Marks & Spencer for effectively
responding to change (Rahim and Duncan, 2019). Organisational change may have different
response to change such as people may become non-active or reactive or even being proactive

and positive. Through the Lewin's model company can effectively apply the change and ensure
positive results. Company needs to first unfreeze the current processes and activities. Then
analysing about interaction of people for potential improvements or change. Company may then
focus on effectively applying the change and refreezing the new status quo.
D1. Recommendations for planning effectively for change and application of change impact
analysis
In order to effectively plan for the organisational change, marks & Spencer needs to
focus on applying effective change management model (Orengo, Siu and Bakos, 2019). These
models and approaches guides the employees and management to follow the step-by-step
methods that ensures effective implementation of change. In order to critically evaluate, it can be
said that because of the scale of unfreezing step, Lewin's model can be time-consuming and even
difficult for enacting effectively.
LO 3
P4. Different barriers for change and its influences on leadership decision-making
The technological change is implemented by Marks & Spencer which may have both
driving forces and resisting forces. In order to get successful results and outcomes to
organisational change, Marks & Spencer aims at understanding and identifying different barriers
of change that organisation may face (Kremer, Villamor and Aguinis, 2019). Following are given
the various barriers to change that affects and hinders the success of organisational change:
 Negative attitude of employees towards the organisational change
 Limited knowledge and understanding of the organisational change and its impacts
 Failure to involve employees and staff in the process of change
 ineffective and poor communication
 Inadequate budget or resources
 Resistance for the organisation's culture shift
 Difficulties in establishment of services
These are the barriers to organisational change that leads to affect the successful
implementation of change. And this also leads to bring great affect and influences on the
leadership decision-making process. Marks & Spencer aims at applying the Force-field analysis
for effectively analysing about the driving forces and resisting forces of change.

Marks & Spencer aims at applying this model for identifying about the allies and
opponents, identify about how to influence target groups and key stakeholders on the problem or
issue.
Driving Forces to organisational change:
These factors push the change or influences a situation towards a particular direction.
Driving forces are focused for supporting the desired goals and objectives. These are considered
as the positive forces which facilitates organisational change. Following is given the list of
driving forces of change in the Marks & Spencer:
 Desire for increasing market share and profitability (Hussain and et.al., 2018).
 Desire for making the customer base more strong and making customer loyal towards
company.
 Increase the effectiveness and efficiency of business operations and activities.
 New and updated technology.
 Higher and intense competition in the market place. Globalisation and greater competition.
Restraining Forces to organisational change:
Illustration 1: Lewin's Force Field Model

These forces leads to block and even counter the progress towards objectives and goals of
company. Restraining forces tend to decrease and limit the driving forces of change. These
forces may lead to make the organisational change even harder and difficult.
 Employees may have inadequate information regarding the change.
 People may have sense of insecurity or even low tolerance towards change.
 Introduction of new and updates technology may change working practices and creates
uncertainty for the change (Fernandez and Rainey, 2017).
 Existing power structure in the organisation may also be the reason for resistance to
change.
 There may be disagreement for the need of technological or digital change in the
organisation.
 The habits of personnels may be difficult to change as they are well-established.
Force-field model describes that there are forces that drives change and forces that
restrains change. And when there is equilibrium between these two forces, change can not take
place there. For effectively implementing the change in the organisation, driving forces must
need to exceed restraining forces. Marks & Spencer needs to focus on strengthening the driving
forces or to weakening the restraining forces or it even focuses on doing both for making the
change successful. The force-field analysis thus helps in facilitating discussions and key
decisions before devising an action plan for the organisational change.
M3. Using force-field analysis to analyse change drivers and resistance forces
The Force-field analysis focuses on providing an overview about the change problems
which needs to be tackled by the organisation, and it splits the factors into driving forces and
resisting forces (Doppelt, 2017). The change drivers are the factors that supports the
organisational change, such as need for increasing market share and profitability, general sense
that business can do better with such changes, need for technological up-gradation, intense
competition and changing composition of workforce. The restraining forces of change hinders
and limits the organisational change and it may include misunderstanding about the purpose and
need for change, inadequate information, communication problems, low tolerance and fear of
unknown.

D2. Critical evaluation of force-field analysis to meet organisational objectives
Lewin's Force-field Analysis makes the business to focus on the critical components for
creating and implementing the change in effective manner which leads to bring influences on the
decision-making process as well (Dhir, 2019). This is considered as the powerful decision-
making tool and this is widely used for effectively managing the organisational changes. Force-
field analysis can be used by business organisation for effectively identifying and analysing
about the driving and restraining forces of change, then company may focus on reducing the
restraining forces and strengthening the driving forces in order to achieve the organisational
goals and objectives.
Criticism of Force-field model is that this generally focuses on subjectivity of attributing
scores to restraining or driving forces. This model is applied within limited settings and also
there are some situations in which this model is less applicable.
LO 4
P5. Different leadership approaches to deal with change
Business organisations focuses on implementing change regardless of its industry,
geography or size. Marks & Spencer aims at implementing loyalty programs for its customers
and introduces loyalty cards, bonus cards and points card (Cummings, Bridgman and Brown,
2016). This will lead to bring great influences on the working of business, leadership styles,
business activities and operations. The organisational change may be desirable or even an
evitable aspect of the business life. The leaders of business needs to effectively respond to
organisational change in order to get positive and successful outcomes. Following is given the
explaination of different leadership approaches that helps in effectively dealing with the
organisational change in range of organisational situations and context.
Situational Leadership approach: This leadership approach us repeatable and timeless
framework for the organisation's leaders for matching their behaviour with the performance
needs and demands of individual and team which they are focusing and attempting to influence.
This approach is generally based on the relationship between followers and leaders and it serves
as the framework for analysing every situation based on the performance readiness level.
In order to effectively manage and lead the organisational change, it helps in creating
common language of the performance. This also allows leaders for effectively drive the
behaviour for organisational change (Cameron and Green, 2015). Marks & Spencer can make

use of the situational leadership approach for developing the quality and performance of
employees and also to accelerating the pace. This situational approach can be used by leaders for
effectively and accurately interpreting the organisational change to employees and also to
respond effectively with the different organisational situations.
System Leadership approach: This approach enable the organisation's leaders for creating
conditions or situations in which people at all level of management can work in productive way
up-to their potential. This system approach makes use of sound principles regarding human
behaviour for creating organisational strategies, models for good and effective leadership,
designing of system and change management strategy as well (Burke, 2017).
The system leadership also provides leaders with techniques and tools which helps him to
effectively predict the behaviour of people in relation to organisational change. Marks & Spencer
applies the system leadership approach for building effective systems that can drive productive
behaviour and also helps in leading more effective realisation about the purpose of organisational
change.
Contingency leadership approach: This leadership approach is based on the management theory
which suggests that most appropriate management style is generally dependent on situational
context. This refers that adopting to rigid or single style of leadership will bring ineffective
results and is also inefficient in the long run. This leadership approach describes that leaders
needs to pay detailed attention on the organisational situation and change and also on their own
leadership style. Then leaders need to accordingly make efforts for interacting with employees in
effective and efficient way regarding the organisational change.
The contingency leadership approach leads to bring great benefits and advantages for the
organisation as because of the potential for learning from various business situation and making
use of these lessons for influencing future management of similar kind of business situations
(Archer and et.al., 2019). Marks & Spencer can make use of this leadership approach for
increasing the ability for adapting to external pressure and managing the organisational change in
effective manner. This approach also helps in producing more well-rounded leaders who are
capable for developing their own skills and effectively managing the different business
situations.

M4. Evaluate extent to which leadership approaches deliver organisational change effectively
Leadership is considered as the process of generating change and not maintaining the
status quo. The effective leaders are focused on creating management systems which enables the
employees to become drivers of change rather than being change resistant. The leaders of marks
& Spencer ensures that it effectively motivates and encourage workforce to make effective use of
new policies and procedures (Anderson, 2016). Marks & Spencer aims at utilizing various
theories and approaches of leadership for managing the situations effectively and achieving long
term success.
D3. Critically evaluate effectiveness of leadership approaches and change management models
The different leadership approaches leads to bring great impacts on the change
management process. Leadership approaches helps in identifying and assessing needs and wants
of people within the organisation (Al-Haddad and Kotnour, 2015). These leadership approaches
also helps in effectively responding with required actions and implementing needed reforms for
ensuring company's growth and profitability. But in order to critical evaluate this it can be said
that, these organisational change also leads to bring adjustments to the daily work and operations
flow which may lead to disrupt the performance of employees.
CONCLUSION
The present report briefly explained about effectively managing and leading the
organisational change. Different examples of business organisation are discussed that has
implemented change and its impact on business operations and strategies are also explained.
Internal and external drivers of change are identified that leads to bring influences on the
leadership, individual and team behaviours. This is done by applying SWOT and PEST analysis.
Further the measures are described for reducing or minimising the negative impacts of change.
Different barriers of change are identified in the report and how it influences the decision-
making process. Force-field analysis is used for analysing and identifying about the driving and
restraining forces to organisational change. Further, in the report different approaches to
leadership are discussed that aims at dealing with change effectively.

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