Change Management and Organization Development: Barnacle Bay Case

This report provides an analysis of change management and organizational development within the context of Barnacle Bay Country House Hotel. It discusses the impact of unplanned changes, offers guidance for implementing planned change through approaches like Lewin's change management model and goal attainment, and identifies potential conflicts such as customer complaints, employee absenteeism, lack of cleanliness, resistance to change, and poor communication. Recommendations are provided to address these challenges, including hiring a new HR and Training Manager, improving customer service, maintaining cleanliness standards, simplifying communication, and motivating employees to embrace change. The report concludes that effective change management is crucial for organizational development and maintaining a competitive position in the industry.

CHANGE
MANAGEMENT
AND
ORGANIZATION
DEVELOPMENT

EXECUTIVE SUMMARY
The study will outline the change management approach and will define how change can
be helpful in enhancing performance of employees and overall organization. The report will also
define the impact of emergent changes on the hotel and will list some of the theories and
approaches of change management and organization development. The report will also highlight
some conflicts which has ben faced by them and some measures will be recommended for
resolving such conflicts.

Table of Contents
EXECUTIVE SUMMARY...........................................................................................................2
INTRODUCTION.........................................................................................................................4
TASK..............................................................................................................................................4
Impact of unplanned and emergent changes on hotel..................................................................4
Guidance for Rita for undertaking planned approach to change with organizational
development approach.................................................................................................................5
State conflicts which Rita can face while implementing change................................................7
RECOMMENDATIONS..............................................................................................................8
CONCLUSION..............................................................................................................................9
REFERENCES............................................................................................................................10

INTRODUCTION
Organisation development is a goal-based approach to systems change within an
organisation. It enables to create and sustain new desired state of entire business. Change
management is a systematic approach for dealing with transition or transformation in an
organizational goal process or technology (Bushe and Marshak, 2015). The primary objective of
change management is to implement strategies for effective change controlling change and
helping people to adapt to change. Barnacle Bay Country House Hotel operating as Barnacle is a
hotel located on Scottish coast. The hotel offers hundred en-suite bedrooms restaurant service
outdoor swimming pool and golf course. The hotel was established in 1950 or 1960 and is an
independent family run business for over 70 years. The company is currently owned by Rita
Clement. The report is based on the case study of Barnacles. The report outlines the influence of
planned in emergent range which is faced by Barnacle’s hotel. This essay will highlight planned
approach to change with organizational development approach in order to bring change
effectively in the organisation for enhancing business performance employee interest and
organizational productivity. At last, the study will evaluate corn flakes which will be faced by
Rita while implementing change in the organisation.
TASK
Impact of unplanned and emergent changes on hotel
Emergent or unplanned changes- Emergent changes rely on the assumption that change
is continuous open-ended and unpredictable process of aligning and realigning an organisation to
its changing environment (Fischer and Pöhler, 2018). Moreover, organizational changes which
are not forcing prior to the need to change unplanned changes. These changes are made by
making necessary shifts in the organisation environment.
Moreover, it can be seen that unplanned and emergent change are responsible for creating
influence which can be positive as well as negative, the impact of such changes is discussed
below:
 Creates new opportunity- As unplanned or emergent change is responsible for creating
an impact it can also bring new opportunities for business. In contacts of Barnacle, the
hotel can face positive impact of change which is incline and opportunities for business

and this will be helpful for strengthening their roots in the industry. This will also help
them in attracting greater number of customers establishing customer loyalty and
retention by which the hotel can maximize their profits and meet all organizational
objectives.
 Increased employee absenteeism- Unplanned or emergent change is also responsible for
increasing employee absenteeism and this defines the negative impact of such changes
made in the business (Jayatilleke and Lai, 2018). In context of Barnacle, the hotel faced
incline in employee absenteeism due to unplanned changed incorporated in the
organisation which was responsible for creating an impact on their interest and
willingness of employees to work with the organisation.
Guidance for Rita for undertaking planned approach to change with organizational development
approach
In order to undertake planned approach to change management with organizational
development, Rita must focus on analyzing and evaluating the right approach which can be
helpful for driving change in the business. The change management and organizational
development approach followed by Rita are discussed below:
Change management approach
Lewin change management model
Kurt Lewin proposed the change management model which is the planned approach for
driving change in business. This framework was introduced in 1950 and offers understanding of
the process of organizational change in three stages. The three stages of Lewin change
management model involve- freeze, change and refreeze.
These three stages of the change management model in context of Barnacle are discussed
below:
Freeze- This is the first stage of change management model and is critical stage which
prepare the business to accept change which is necessary to maintain their position within the
industry. In context of Barnacle, it will improve the interest and willingness of the employees to
change by encouraging them and by making them understand the value of transformation which
is required for improvement of the overall business (Cummings, Bridgman and Brown, 2016).

The hotel will focus on maintaining effective communication as this will support all employees
and whole organisation to share all information effectively.
Change- This is second stage of change management model where transition or change
has been executed. This stage of transition is the actual implementation of the change strategy
planned by business. In context of Barnacle hotel, the hotel will carefully plan, effectively
communicate and encourage employees to participate for endorsing change which is necessary
for enhancement and growth of business (Klochkov, Gazizulina and Golovin, 2016). It is not
easy to follow this stage of transition due to high uncertainty. The company will focus on
meeting all criteria of the change management process. Therefore, Barnacle will bring change in
the infrastructure by using new carpets, furnishing, decor and by creating new indoor pool,
Sauna and gym. The manager of Barnacle, Rita Clement will also bring modern changes to the
menu hotel and will add more exclusive and extensive wine to the bucket list. Such changes will
help the hotel to maintain their position in the industry and manage to face competition with
Peacock Hall and other companies operating in the same industry.
Refreeze- This is the last stage of change management model where change takes shape
in people are embraced by the new ways of working where organisation is ready to refreeze. In
context of Barnacle, the employees will feel confident and self-motivated with the new way and
approach of working that has been brought by driving change within the organisation. This will
also help Rita Clement in strengthening and reinforcing new behavior in the approach of working
where employees can also be rewarded recognized and of a positive reinforcement with the help
of employee centric policies and structures.
Organizational development approach
Goal attainment approach
Barnacle must follow goal attainment approach of organizational development in order to
achieve organizational development objectives. It is one of the most commonly used approach
for effectiveness which will helps business to enhance productivity and motivation of their
employees. This will lead to incline in profit maximization of the company. This will also help
Barnacle to provide efficient services to the customers (Rosenbaum, More and Steane, 2018).
The required change must be the ultimate goal which should be identified and defined to all the

employees in the organisation which will bring clarity and increase their interest and managerial
activities. These goals must be measurable and SMART, as this will help in analyzing the
performance deviation and progress of change management strategy incorporated in the hotel.
State conflicts which Rita can face while implementing change
There are several conflicts which are faced by Rita while implementing change
management strategies, some of these conflicts are discussed below:
 Customer complaint- Due to under staffing in hotel many customers are raising
complaints regarding the services offered by the staff and hotel which is one of the major
sources of challenge faced by Barnacle. Majority of guest raised concern regarding long
waiting time for food services and accommodation services (Rothwell, Stavros and
Sullivan, 2015). This has been a challenge for Rita as their employees are not focused on
meeting customer demand and such practices effects the brand image of the hotel.
 Employee absenteeism- The majority of staff employed at barnacle involves local
employees, where out of 75 workers 55 are residents of the same city. The other 20 staff
from overseas was working on live in basis. Employee absenteeism has been a challenge
which is faced by Rita as majority of staff is absent when hotel is busy in summer month
Christmas week and weddings and banquets.
 Lack of cleanliness- Lack of cleanliness health and safety concerns and covid is another
challenge which has been faced by Rita at Barnacle hotel. The incline in complaints of
customers after checking into rooms and not finding service is sufficient for clean room
have been conflict which affected customer interest. Customers also faced issues
regarding delivering from food item or cold food who has affected the interest and the
hotel and this was responsible for creating negative image of the company.
 Resistance- Resistance is one of the biggest conflicts which has been faced by an
organisation. In context of the hotel, the resistance of employees towards acceptance of
change has created barrier which restricted the development of the company (Challenges
faced during change management, 2018). This was responsible for affecting the
organizational performance and the position within the industry.
 Lack of communication- Lack of communication was one of the conflicts which has
been faced by Rita while implementing change management strategies in the business.

Failure to communicate the change which is required can hamper the whole process of
change and can lead to lack of trust in the organisation. It creates difficulty for employees
to embrace change if they are not informed or communicated as uncertainty can disrupt
the working scenario.
 Lack of employee engagement- Lack of employee engagement and interest in
organizational activities was a responsible factor for creating barriers and conflict for Rita
to implement the change management process (Steigenberger, 2015). Due to lack of
employee engagement, this has been a conflict which affected employee performance
interest communication and ability to meet organisation objective in desire timespan.
RECOMMENDATIONS
In order to manage and resolve all challenges, Rita will be hiring a new HR and Training
Manager in order to incorporate change management and organisation development in the hotel
effectively. There are some of the suggestions which can be helpful for Barnacle’s hotel to
resolve conflicts which has been faced by them, such suggestions are discussed below:
 Avoid arguments and understand customer- The staff must avoid arguments with the
customers and should focus on understanding their demands. With the help of training
manager, the employees will engage in establishing effective two-way communication
with their customers through which they can understand the demands and meet customer
satisfaction.
 Sanitizing and maintaining distance- The hotel and staff must regularly sanitize the
areas used by visitors as this will be helpful in following all safety standards declared by
government authorities (Torraco, 2016). The staff must also maintain social distance with
fellow workers and visitors which will be helpful in meeting all requirements of health
and safety standards and maintenance of safety standards can be offered to customers
amid the global pandemic.
 Keep communication simple- The hotel Barnacle should focus on keeping
communication simple and clear which will help employees to gain better insight of the
organisation objective which needs to be achieved. This will also help them in creating
strong interpersonal relationship where two-way communication can be established and
innovative strategies can be formed.

 Encourage change and motivate employees- The company must encourage their
employees, motivate them to accept change which will be helpful for individual
development as well as development of overall organisation. This can be helpful for
enhancing employee performance and organizational productivity.
CONCLUSION
Based on the above information it can be concluded that change management is the
approach to prepare support help individual teams and business in incorporating organizational
change which can be beneficial for the overall business. It can be seen that changes one of the
important elements for development of business which helps in organisation and facing
challenges and maintaining their competitive position within the industry. Due to dynamic
environment, a business needs to implement change through which they can maintain their
position in the industry and sustain for longer time span. By bringing unplanned and emergent
change, this can create an impact on employees and their performance at individual level as team
and as organisation as whole. In order to manage the changes a business follows change
management approach with organizational development approach. It can be seen that there are
several issues which an organisation face while implementing change in a business and such
conflicts hard to resolve and for this a knowledgeable and skillful person is required to plan
effective and innovative strategies which will help and encourage all employees to adopt change
and focus on meeting shared organisation objective.

REFERENCES
Books and journals
Bushe, G. R. and Marshak, R. J., 2015. Introduction to the dialogic organization development
mindset. Dialogic organization development: The theory and practice of
transformational change. pp.11-32.
Cummings, S., Bridgman, T. and Brown, K. G., 2016. Unfreezing change as three steps:
Rethinking Kurt Lewin’s legacy for change management. Human relations. 69(1). pp.33-
60.
Fischer, C. and Pöhler, A., 2018. Supporting the change to digitalized production environments
through learning organization development. In The impact of digitalization in the
workplace (pp. 141-160). Springer, Cham.
Jayatilleke, S. and Lai, R., 2018. A systematic review of requirements change
management. Information and Software Technology. 93. pp.163-185.
Klochkov, Y., Gazizulina, A. and Golovin, N., 2016, February. Assessment of organization
development speed based on the analysis of standards efficiency. In 2016 Second
International Symposium on Stochastic Models in Reliability Engineering, Life Science
and Operations Management (SMRLO) (pp. 530-532). IEEE.
Rosenbaum, D., More, E. and Steane, P., 2018. Planned organisational change management:
Forward to the past? An exploratory literature review. Journal of Organizational Change
Management.
Rothwell, W. J., Stavros, J. M. and Sullivan, R. L. eds., 2015. Practicing organization
development: Leading transformation and change. John Wiley & Sons.
Steigenberger, N., 2015. Emotions in sensemaking: A change management perspective. Journal
of Organizational Change Management.
Torraco, R. J., 2016. Early history of the fields of practice of training and development and
organization development. Advances in Developing Human Resources. 18(4). pp.439-
453.
Online
Challenges faced during change management, 2018 [Online]. Available through
<https://change.walkme.com/organizational-change-management/>