Organisational Change Report: Microsoft Surface in Restaurants

This report examines the implementation of Microsoft Surface technology in a restaurant near Surfers Paradise, focusing on change management within the context of BSB61015 Advanced Diploma of Leadership and Management. The analysis covers the benefits and applications of Microsoft Surface, its impact on restaurant staff and the business, and the reasons for adopting this technology. It also identifies potential resistance from owners, employees, and customers. Furthermore, the report applies Kotter's 8-Step Change Model to mitigate conflict and uncertainty, emphasizing the importance of creating a sense of urgency, establishing a guiding coalition, communicating a vision, empowering action, generating short-term wins, and making the change stick. The conclusion highlights the effectiveness of technology-driven change and its role in enhancing customer experiences and business performance.

Organisational Change
Part A
Student Name:
Student ID:
Unit Name: Advanced Diploma of Leadership and Management
Unit ID: BSB61015
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Abstract
Microsoft Surface is being adopted by a number of hotels and restaurants world over. The scope
of the current analysis deals with Microsoft Surface being adopted by restaurant near Surfers
Paradise beach, where seafood and grill specialties are served.
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Table of Contents
Abstract.......................................................................................................................................................2
1.0 Introduction.....................................................................................................................................3
2.0 Analysis............................................................................................................................................3
2.1 Benefits and Applications of Microsoft Surface.................................................................................3
2.2 Impact on restaurant wait staff, kitchen staff and the business in presence of this technology for
dines in customers...................................................................................................................................4
2.3 Reasons for restaurant implementing new technology such as Microsoft Surface.....................4
2.4 Resistance to this change expected from:.........................................................................................5
2.4.1 The restaurant owners.........................................................................................................5
2.4.1 All employees.............................................................................................................................5
2.4.2 Customers............................................................................................................................5
2.5 ‘Kotter 8-Step Change Model’ strategies for reducing the conflict and uncertainty a change
liked this could bring to the company.....................................................................................................5
3.0 Conclusion.............................................................................................................................................6
4.0 Reference Lists.......................................................................................................................................7
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1.0 Introduction
Change can prove to be effective at many instances especially when organizations accommodate
technology driven changes, that have capability to impact business performance (Elnikety 2012).
Microsoft Surface is a latest multi-touch and multi-user device that can render effectiveness in a
restaurant business set up. The scope of the current analysis deals with change management
procedure that ought to be applied in case restaurant near Surfer Paradise beach with 200 seating
capacity was to accommodate the technology.
2.0 Analysis
2.1 Benefits and Applications of Microsoft Surface
Microsoft Surface is being adopted by various restaurants and hotels around the world. Benefits
and applications from adoption of the App technology with web based functions can enable
guests with greater entertainment and experiences. Guests at the restaurant will be able to easily
prepare their menu, listen to their favorite music, download books, send photos of their
experience, create their own playlists and adopt many more functions. Customers will be able to
pay their bills through credit card without having to leave their seats while dining. The restaurant
can help create an unique experience for its guests through the technology.
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2.2 Impact on restaurant wait staff, kitchen staff and the business in presence
of this technology for dines in customers
Were the restaurant introduce Microsoft Surface technology then work load of wait staffs and
kitchen staffs is supposed to be halved. Business is supposed to overflow from the technology
driven benefits given to customers. Wait staff’s work load will be most affected as
customers will be able to easily place their orders online. Kitchen staff will get to know
regarding orders and preferences placed by customers, they can directly update orders that are
not available. This technology is booming and will be a great addition to business in general for
dine in customers.
2.3 Reasons for restaurant implementing new technology such as Microsoft
Surface
Adopting technology as Microsoft Surface will allow the restaurant to entertain their customers
and also provide unique experience. They will be able to service multiple customers at the same
time leading to customer delight. This would in turn lead to profitability for the restaurant.
2.4 Resistance to this change expected from:
2.4.1 The restaurant owners
Restaurant owners might not be ready to accept this change easily as it will incur high level of
costs. They might not visualize the need for a technology of this type to be adopted within the
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restaurant. Resistance from this change expected from owners will be blocking of financial
resources needed to adopt this technology.
2.4.1 All employees
Employees might feel that adopting this technology could lead to down-sizing. This technology
can be avoided in totality by the employees, who might react in a negative manner prohibiting
the adoption of change procedure.
2.4.2 Customers
Customers might initially want to resists the change procedure anticipating rise in prices of dine-
in items. Customers might depict their resistance to change by ordering food through waiters and
not adopting Microsoft Surface for the same.
2.5 ‘Kotter 8-Step Change Model’ strategies for reducing the conflict and
uncertainty a change liked this could bring to the company.
Adopting Kotter 8-step model for reducing conflict and uncertainty that change like adopting
Microsoft Surface could bring to the company can be highly effective in nature (Varkey 2010).
Firstly, a sense of urgency needs to be created amongst owners, employees, customers and other
relevant stakeholders to discuss regarding benefits that the technology could provide. Secondly, a
guiding model has to be adopted that can allow step by step following of procedures for adopting
the model. Then a vision for communicating the change procedure has to be adopted. This vision
provides employees with clear cut definition of what to expect and the procedure of change
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within the organization. Once vision has been developed and communication necessary has been
made to employees, owners and other relevant stakeholders for the organization, an
empowerment action has to be coordinated. An empowerment action eases the procedure for
application of change. change management leader has to develop a short term win for the
employees such that they do not give up on the process of change. A continuous effort towards
change management procedure has to be entailed for making change stick with the organization.
This procedure could help minimize resistance and create effectiveness in change management
procedure.
3.0 Conclusion
The technology driven change can be highly effective for the restaurant, if it is able to adopt the
change adequately. Various restaurants worldwide are adopting the process of technological
change to keep with the pace of development and growth, catering to customer needs more
effectively.
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4.0 Reference Lists
Elnikety, S., & He, Y. (2012). System support for managing large graphs in the cloud.
In Proceedings of the NSF Workshop on Social Networks and Mobility in the Cloud.
Varkey, P., & Antonio, K. (2010). Change management for effective quality improvement: a
primer. American Journal of Medical Quality, 25(4), 268-273.
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