Leading and Managing Change: Marks and Spencer Case Study Report

This report delves into the complexities of change management within organizations, specifically examining the 'white water metaphor' and its relevance to Marks and Spencer. The report begins by illustrating the prevalence of the white water metaphor, contrasting it with the calm water metaphor, and evaluating whether organizational change stems from planned or unplanned approaches. It then explores Marks and Spencer's transition from the calm water metaphor to the white water metaphor, analyzing the implications of this shift. Furthermore, the report investigates the key implications of the white water theory, particularly in relation to the human resources department. The analysis covers essential aspects of change management, including the importance of adapting to dynamic environments, leading with culture, fostering empathy, building effective teams, utilizing survey feedback, and continuous assessment. The report also addresses the need for organizational-wide involvement in strategic decisions and the role of managers in motivating employees to embrace change. This report provides a comprehensive overview of change management strategies and their practical application in a real-world business context, offering valuable insights for students and professionals alike.

LEADING AND MANAGING
CHANGE

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1.1 The extent to which ‘white water metaphor’ is apparent in an organisation and evaluating
whether it has resulted from planned or unplanned approach to change....................................1
1.2 Shift of company from calm water metaphor to white-water metaphor...............................4
1.3 Main implications of White-water theory in relevance with human resource department . .6
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
Books and journals.........................................................................................................................10
Online........................................................................................................................................11

INTRODUCTION
Organisations operate their businesses in environment which is dynamic. Changes can be due to
external factors which are affected by political, social and technological which happens outside
business stimuli changes and internal factors consisting of organisation’s employees, policies and
procedures as well as attitude of workers. Managing change is the most important task which is
used in implementation of strategies, process, people and culture in most of the enterprises.
Change management is a continuous and ongoing mixture of art and science that assures
successful implications of strategies, structures and processes(Truitt and et.al.,2015. ). Marks
and Spencer is a leading retail store in the United Kingdom with more than one thousand stores
and have adopted white water metaphor to fight against change. It sees change as continuous and
unpredictable like a small raft which navigates wild and uncertain rapids. Report will include
extent to which the ‘white water metaphor’ is apparent in an organisation and evaluation of
organisation shifts from calm water metaphor to white water metaphor.
MAIN BODY
1.1 The extent to which ‘white water metaphor’ is apparent in an organisation and evaluating
whether it has resulted from planned or unplanned approach to change
Marks and Spencer has adopted white water metaphor for surviving through
organisational change. Managing modifications is one of the toughest tasks for organisation.
Change management includes certain principles which company needs to adhere with. Change
has become an integral part of every organisation and may be defined as the modification of
company’s structure, environment, technology or people(Coffey, 2016). Change in environment
may include internal and external factors like entry of new competitors in the market,
government rules and policies, technology advancement, alteration in labour market and
economic conditions of country that represent external factors which are needed to be changed
within organisation.
Management board of Marks and Spencer to adhere with changes must modify strategies
based on introduction of new workers, company’s workforce, composition modification with
manpower, compensation and benefits required as well as employee’s attitude towards work
environment. In order to successfully implement the necessary changes, Marks and Spencer may
require a change agent which can help organisation in supporting and facilitating change. This
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agent can be current manager or non-director such as internal staff specialist or consultant from
outside who can act as a change agent. But, these types of specialists do not have any knowledge
of organisational culture, history, rules and policies so, implementation of change by them can
result in the growth of company. So, it is the best advised to appoint internal manager as change
agent.
There exists two metaphors which are used to clarify the change process. Calm water
metaphor assumes that change occurs periodically and constant changes cannot degrade steady
progress of company in changing environment(Freshwater, 2014). It assumes company as a
large ship crossing a calm sea and experiencing the storm which is occasional. This metaphor is
given by Kurt Lewin’s three-step description of the change process. According to this theory,
changes require unfreezing status quo, modification to new state and then making it permanent.
The alterations made in this theory can only be effective when people of organisation embrace it
and effectively implement change.
The other metaphor is white water where company is seen as small boat navigating a big
river with continuous and uninterrupted flow of white-water rapids. Thus, change in an
organisation is a natural state and managing it can be a continuous process. Companies operate
their business in dynamic and uncertain environment. Since organisations face constant change,
uncertainties the predictable and sustainable nature of calm water does not exist here.
Managers of company are guided to react instantly with uncertain change. For surviving
through change, Marks and Spencer should continuously involve in doing research related to
consumer’s tastes, preferences, likes, needs and wants. Products should be designed keeping in
mind the culture and sentiments of individuals. For leading change, it includes several principles
which manager can follow:
Lead with culture: Culture is everything for consumers who are buying products from
any organisation. White water theory suggests Marks and Spencer to produce goods which do
not harm or hurt sentiments or beliefs of any individual which helps in attracting and retaining
consumers(Henfridsson, Mathiassen and Svahn, 2014).
Be empathic and emotional: Surviving change, is necessary for senior management of
company to be empathic and supportive towards their staff and consumers. White water theory
includes that manager should be emotional and always open for discussion regarding change to
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its subordinates or individuals. It will also help company in fighting against change and expand
its business share.
Team building: Environment is dynamic and uncertain and to keep a pace with it, white
water theory suggests manager of company to build a team which can adapt environmental
change. It may include training and education relating to adaptability of change or giving them
knowledge in classrooms and lectures regarding environment in which they operate(Managing
changing principles of management, 2017). This can also help Marks and Spencer to build a
healthy relationship with their employees which can help in increasing efficiency and
productivity of workers.
Survey Feedback: White water theory suggests that manager of organisation should
encourage their employees to provide feedbacks related to change in company. This will help
organisation to know about their strengths and weaknesses and also provide them with new ideas
or opportunities which can help them in outgrowing their business. It will also help company in
building a healthy relationship in between boss and subordinates making organisation a better
place to work.
Assess and adapt: This includes that administrative body of Marks and Spencer should
be involved in doing research regarding changes in environment. As, white water theory suggests
that modification should be done completely by assessing changing environment which may
include external or internal factors(Herrmann and Nadkarni, 2014 ). Research can help
management in gaining ability to adapt the change.
Involving every layer: Theory suggests that strategic decision regarding changes in
organisation should involve every layer of company whether middle, lower or top. This
involvement will provide company a support to adapt changes positively and helps in improving
productivity as well as efficiency of organisation.
Managers must also have an ability to deal with change and should motivate and boost
morale of workers to adopt change with quitting. For this, they can also act as cheer leaders,
motivators, catalyst, chief change consultant and mentor which can help them in increasing self-
esteem and confidence of workers. Actual change process may also include modification in
technology, policies, procedures, people, rules and regulations. White-water theory suggests that
company should increase its knowledge regarding all the factors like political, economic,
technological, environmental and legal which consist of external and all internal factors like
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stakeholders, suppliers, board of management who are included in internal working of company.
They should have a keen understanding of all these factors which can help them in adapting
change.
1.2 Shift of company from calm water metaphor to white-water metaphor
Organisations operate in an uncertain and dynamic environment. Scientists has defined
various theories which helps company to adapt changing climate. Marks and Spencer were
previously using calm water metaphor which sees organisation as a large ship crossing a calm
sea. But practically this theory given by Lewis does not help company to survive through
changing environment(Sikdar and Payyazhi, 2014). This theory assumes that alteration occurs
periodically and temporarily and company is not required to adapt new methods to fight against
changing environment. Calm water metaphor firstly ensures that workers are ready for change
and then executes the intended modification and ensures that this change become permanent in
company.
These modifications are not altered in organisation even if they are facing severe drifts in
environment, which has resulted in loss of many talented employees and company's status in
market. Calm water theory also includes that during changes there are factors which must
support modifications and forces which also oppose changes. This force field analysis do not
helped Marks and Spencer to grow in dynamic environment and there was shift from calm water
metaphor to white-water change
After, facing these consequences company adopted White-water metaphor. This theory
assumes organisation as a small boat navigating a ragging river with uninterrupted and
continuous white rapids. Implication of this metaphor includes translation of high level strategies
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Illustration 1: Calm Water Metaphor
Source: (Change | "Calm Waters" & “White-Water Rapids” View of
Organizational Change, 2012)

and policy decisions into operational system and methods and giving feedback to top level
management for adoption of change.
White-water metaphor make managers to take initiative regarding communicating the
outcomes of change to employees and inspire commitment for same. This theory also makes
company to understand about wider context for alteration and analysing adaptive changes which
enables staff to respond to new needs, wants and demands. This process can be achieved by
using of various communication methods or building teams which can help in adhering
modification easily(Georgalis and et.al., 2015). Team building by organisation can also help
them in creating new friendships and faster completion of work which has helped Marks and
Spencer in increasing employees' productivity and efficiency. However Calm water metaphor
sees organisation as a whole and do not recommend any changes to be made in plans and
procedures.
White-water metaphor also encourages organisation to support creativity and
innovativeness while facing uncertainty and risk. This procedure can help company in creating a
unique brand image for them and will also retain more consumer and attract new customers
towards them. It will help in increasing sale of product and market share of company. However
Calm water theory was not supportive of all these aspects and it only focuses on that change
which is adapted is permanently implicated in organisation.
White-water metaphor includes that changes need to be connected business strategies.
Modifications should only be pursued in the context of clear objectives whether it is personal,
group, organisational or societal. However calm water theory does not include changing
according to business strategies which can result in downfall in growth of company.
Organisations also needs to deal with external and internal factors of environment.
These may include political forces like change in government rules and policies, increase in tax
rates on import and export of products, economic factors like change in inflation rate, fiscal
policy, technological factors like use of new methods and ways which can affect growth of
company(Wilson, 2014). Internal forces like change in employees, people, suppliers and board of
management can also affect business. To survive through these changes Marks and Spencer has
adopted white-water theory which has made them critically analyse environment and needs of
consumers. However, calm water theory do not prepare organisation for adapting changes going
in internal and external environment.
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Effective management in White-water theory also includes keen understanding of
policies, setting clear expectations and address gaps, enhancing open discussion, responding to
concerns of employees and consumers. However, calm water theory do not lay focus on all these
principles which made this metaphor ineffective for working in dynamic environment. Not
adapting these key features can also result in downfall of organisation and stopping their
business growth.
Organisations are operating in uncertain and dynamic environment. For surviving these
many new policies, procedures, technology are adapted by companies. These changes should be
properly implemented by Marks and Spencer. White-water metaphor also suggests that after
implications of these modifications managers should motivate employees or consumer to give
continuous feedback relating to organisation culture, policy, product change(Jermier and Forbes,
2016).
In accordance with group discussions company will be able to determine it's strength-
weaknesses and also about opportunities and threats which can arise due to change in
environment. It can also help company in knowing new and innovative ideas from employees
and can also help in increasing their motivational level and self confidence. In contrast to this
calm water theory does not include innovation and creativity as a part of organisation function.
For implementing change white-water theory also includes that managers should be
empathic and emotional towards employees who are learning to adapt changes. They should be
provided with proper training which can help them to adapt changes easily. Educating employees
about modifications made in organisation and giving them keen knowledge about changes in
consumer needs, like, preferences, technological or political change can help company in
retaining existing employees and reducing employee turnover. Senior management should
provide emotional support to workers which will improve relationship between them and will
also nurture workers with better ability to survive against changing environment.
1.3 Main implications of White-water theory in relevance with human resource department
Business operates in an environment which is uncertain and dynamic. White-water theory helps
human resource department to handle these drastic changes with strategic approaches and
decision making. This theory helps them in understanding that change is inevitable in nature
whether in social, personal or work life. Alterations cannot be avoided but can be adjust and
adapt for betterment.
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White-water theory can initiate human resource department to gain competitive
advantage as it focuses on skills, methods, policies and procedures to be changed according to
needs and demand which may help Marks and Spencer to distinguish themselves with
competitors(Al-Haddad and Kotnour, 2015). As, when workers talents are valuable a company
can achieve competitive advantage through people.
This metaphor can also improvise human resource department in managing and leading
change in dynamic and uncertain environment. While, implementing modifications HR manager
has to work with line directors and administrate to create a vision and mission for future,
implements an architecture that enables alteration and communicate with workers regarding
process of change. White-water theory can also make human resource department realised that
providing emotional support to workers can reduce employee turnover. It is also being said that
affectionate workers rather than mere intelligent employees can contribute more to organisation.
Thus, human resource department should start using attitudinal cum emotional quotient while
recruitment process of employees.
White-water theory focuses on use of SWOT analysis approach which can help human
resource department to handle this shift by knowing about internal strength-weaknesses of
organisation. This approach can be used by HR manager in analysing micro environmental
factors which affects business growth. Strategies should be implemented by entrepreneur to
know about threat and opportunities which would help firm in attaining competitive business
advantage. For example retaining existing employees, recruiting new workers, internal and
external promotion can help in grabbing new opportunities and gaining advantage over
competitors. In accordance with White-water metaphor threats related to competitors, substitutes
change in need of consumer, preferences, likings has to be keenly analysed by human resource
manager to survive in dynamic market. For instance training and education regarding products
and uncertainties can be given to employees for better adaptability to change, encouraging them
for feedback can also help firms in knowing their flaws and benefits related to product.
Along with change in technology and economic process, the nature of work and jobs has
also changed. White-water theory makes human resource department understand adhering to
these changes(Hobbs, and et.al., 2014). One of the most significant change in nature of work is
from manual to mental. These modifications will tend human resource department to give
emphasis on work force capital that is knowledge, education, training skills, and expertise of
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workers and cost of capital like plant, machinery, investment in land. These factors will help firm
to survive corporate changes and developing a huge brand value for them.
White-water theory also lays emphasis on using PESTLE theory for analysing macro
environmental factors. Human resource department can use this for recognising political,
economical, technological, legal and environmental factors which can affect firms growth.
Adaption of these forces is keen requirement for company to be stable in changing environment.
These factors may include threats like change in policies and procedures of certain countries, rise
in tax rates, use of new method or technology, moderation in inflation rate or fiscal policy. If, not
attended by human resource managers these forces can hamper the growth of company.
In accordance with white-water theory keen emphasis should be laid on consumers.
These are individuals which have most impact on companies' growth and success. Human
resource manager should do keen research on needs, demands, wants and preferences of
consumer. Product should be designed by keeping in mind their demands. Pricing of the goods
can be done through Porters generic strategies which includes increasing revenue by decreasing
cost of commodities. It also lay focus on providing quality and innovative products to attract and
retain consumers. This differentiation process also helps firm to gain competitive advantage in
business. This process is followed by effective sales and marketing, so that the environment
understand goodness offered by differentiated marketing.
White-water metaphor also make sure that human resource department lay focus on open
discussion and team work. These type of initiatives can help organisation in building good
relationship with people, employees, consumers and suppliers. It also brings them close to each
other which can help in increasing efficiency and productivity of workers.
Group discussions can help in bringing out new and innovative ideas from employees
which can create a difference in market. Marks and Spencer's Human resource manager should
motivate workers to participate in open communication which can result in improving morale
and confidence of employees(Truitt and et.al.,2015). This theory can also be useful for firm in
increasing their revenue and profits by surviving dynamic changes of environment. It also lays
focus on management positive attitude towards labour force and employees, which is very
necessary in competitive and changing environment. Practices given by White-water theory can
help firm in surviving dynamic and uncertain environment. It also helps in increasing revenue of
firm.
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CONCLUSION
This is to summarise the current report which is based on the aspects leading and
managing change which is the most important task in implementation of strategies, process,
people and culture in an organisation. Another section of report has carried out through extent to
which White-water metaphor is apparent in a Marks and Spencer which shows principles like be
empathic and emotional, supportive , surveying feedback, following culture to adhere to dynamic
and uncertain environment. Further report has included shift from calm water metaphor which
includes that changes occur periodically and company can survive through them by using old
techniques to white-water metaphor which shows that new technologies, methods and ways
should be adopted to survive dynamic environment. Report also consists of approaches given by
White-water theory like open discussion, team work, laying emphasis on consumer needs which
can be used by human resource department to adapt changing environment.
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REFERENCES
Books and journals
Al-Haddad, S. and Kotnour, T., 2015. Integrating the organizational change literature: a model
for successful change. Journal of Organizational Change Management.28(2).pp.234-
262.
Freshwater, D., 2014. Board editorial: The challenge of global leadership: managing change,
leading movement. Journal of Research in Nursing.19(2). pp.93-97.
Georgalis, J. and et.al., 2015. Change process characteristics and resistance to organisational
change: The role of employee perceptions of justice. Australian Journal of
Management.40(1). pp.89-113.
Henfridsson, O., Mathiassen, L. and Svahn, F., 2014. Managing technological change in the
digital age: the role of architectural frames. Journal of Information Technology. 29(1).
pp.27-43.
Herrmann, P. and Nadkarni, S., 2014. Managing strategic change: The duality of CEO
personality. Strategic Management Journal. 35(9). pp.1318-1342.
Hobbs, R.J. and et.al., 2014. Managing the whole landscape: historical, hybrid, and novel
ecosystems. Frontiers in Ecology and the Environment.12(10). pp.557-564.
Coffey, B., 2016. Unpacking the politics of natural capital and economic metaphors in
environmental policy discourse. Environmental Politics. 25(2). pp.203-222.
Jermier, J.M. and Forbes, L.C., 2016. Metaphors, organizations and water: Generating new
images for environmental sustainability. Human Relations. 69(4). pp.1001-1027.
Sikdar, A. and Payyazhi, J., 2014. A process model of managing organizational change during
business process redesign. Business Process Management Journal. 20(6). pp.971-998.
Truitt, A.M. and et.al.,2015. What is novel about novel ecosystems: managing change in an ever-
changing world. Environmental management.55(6). pp.1217-1226.
Wilson, J., 2014. Managing change successfully. Journal of Accountancy.217(4). p.38.
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