DBN 607: Managing People and Change at ANZ Bank - Term 1, 2018

This report examines the organizational change initiatives at ANZ Bank, focusing on the impact of technological advancements and digital disruption. It discusses the need for employees to adapt to digital services to maintain a competitive edge. A force field analysis identifies driving and restraining forces affecting change implementation, such as technological impact, customer satisfaction, and employee resistance. The report also explores ANZ Bank's quality management system, emphasizing employee performance improvement, customer service, and regulatory compliance. The analysis underscores the importance of employee motivation, skill development, and collaboration to successfully navigate organizational changes and achieve strategic goals within the banking industry.

Running head: MANAGING PEOPLE AND CHANGE
Managing People and Change
Name of the Student
Name of the University
Author Note

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Executive summary
The purpose of writing this paper is to demonstrate the different aspects of the organizational
change in the Anz bank, headquartered at Wellington in New Zealand. The different aspects of
the organizational change have been discussed here. The three given questions have been
illustrated. The impact of the organization change here has been immense. The technological
changes are taking place in this organization so all the employees of the organization will have to
be feel motivated. The force field analysis has been discussed here as well along with the quality
management of the organization.

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Table of Contents
Task 1...............................................................................................................................................3
Question 1....................................................................................................................................3
Question 2........................................................................................................................................4
Question 3....................................................................................................................................6
References........................................................................................................................................9

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Task 1
Question 1
In this section of the report, the focus will be on the impact of the change that is taking
place within the organization. The organization that has been selected to this secondary research
is the Anz Bank situated in New Zealand (Anz.co.nz, 2018). The headquarters of this
organization is at Wellington. One of the most important things in this context is the
organizational change for the bank that has been driving them. There is a big need for the
organizational change in the organization (Anz.co.nz, 2018). Otherwise they will not be able to
cope up with the changes that are taking place in this competitive business environment. One of
the changes that is taking place highly in this organization is regarding the technology (Benn,
Edwards & Williams, 2014). The impact of technology is highly felt in this challenging business
environment. The need for the organizations to implement the technological use has become very
necessary (Fitzgerald et al., 2014).
The company is going after implementing the digital services in their business operations
in the full swing. The digital disruption services will have to be included in the organizations for
the better performance of the employees. This will also be important for them to acknowledge
the changes in their services. They intend to include the digital services because they want to
stay ahead of their rivals in the banking industry (Anitha, 2014). The digital technology is taking
over in the competitive business environment as this encourages the employees to work faster
(Fitzgerald et al., 2014). All the employees of the bank are probably not familiar with the digital
uses. They need to upgrade their skills and activities to match the capabilities of digital
transformation. The banks always want to provide their customers with the best services so they
want focus on the customer satisfaction specifically (McQuivey, 2013).

4MANAGING PEOPLE AND CHANGE
In the last 12 months, Anz Bank is trying to implement these changes into their business
operations (Benn, Edwards & Williams, 2014). They also want to decrease the use of paper so
they can save it for the environment. The online transaction facilities for the customers have also
been opened by which they can transfer money and get the details of their accounts. When the
customers face some problems they want them to be resolved at the first go. This will probably
enhance the opportunities for the technological advancement (McQuivey, 2013) It is better to
drop an email at the customer complaint box in their website rather to make a phone call at the
midnight at the customer center. Thus they can expect quick resolutions to their problems. They
can use the various schemes and offers for their customers that they can display on the various
social media platforms (Simon, 2012). They have also appointed a new design officer who will
look after all the issues in the technological sectors indeed. They can add new windows in their
website for the problem solving of the customers. These things will surely help the bank to
prosper in their industry.
Question 2
Force Field Analysis
Force Field analysis is one of the most important tools for measuring the ways on how
the organizations can implement the change in their business performance (Harrington, 2016).
This is very useful for making the decisions in terms of the organizational benefits. The
organizations will have to understand what are their driving forces in their desire their change.
They have to consider the different barriers that stop the change to take place. If the drivers for
the change are very much active this will be helpful for the organization to implement it. These
two forces are very important for the organization to implement the decision for change in the

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operations of the business (Harrington, 2016). As the chosen organization for this paper, Anz
bank is implementing the several changes from technological aspects; they will surely go on to
consider all these issues. The following driving forces will help the organization to implement
the desired change.
 The impact of technological changes in the organization will help the organization to
provide their services to their customers in a faster and smoother way (Swanson & Creed,
2014).
 The Anz bank will be able to entertain several customers in their operations at a single
time because of the speed.
 This technological advancement is driving the customers to build the faith of the
customers.
 The challenges and issues are constantly increasing in the business environment of the
banking industry. All the banks are adopting the technological enhancement in their
operations. This is why Anz bank must adopt this as well if they want to survive in this
growing competition (Swanson & Creed, 2014).
 As the employees will get the proper training on how they can use the technological
tools, they will be able to work more effectively indeed (Dobre, 2013).
 They are craving for the new innovation techniques that will boost up their performance.
This will also help them to get the competitive advantage over other competitors.
 The new policies regarding the innovation and technological advancement would be
introduced in their operations. This is why it would be highly recommendable for them to
adapt to these changes (Alfes et al., 2013).

6MANAGING PEOPLE AND CHANGE
 It has been found that the average age of the employees is between 30 to 40 years. This is
why they are quite efficient in using laptops and computers and quite innovative in
thinking qualities as well.
 They will be able to bring in the positive changes (Alfes et al., 2013).
 The customers could send more feedbacks to the Anz bank through emails and
notifications through the mobile apps.
 The dynamic attitude of the employees will drive the positive technological changes.
Restraining forces
 Some of the employees are not at all complaint with technological advancement and they
are very slow in adapting to the changes.
 If some employees are not able to cope up with these changes this will hamper the
production as well.
 The conservative policies of the Anz bank will restrain the change the policies as well.
 The entire power of the organization could become centralized and this could be
problematic.
 If the entire process is automatic by the machines driven by technology this could result
in loss of jobs for employees.
Question 3
Quality management of the organization
The purpose of the quality management system of Anz bank is to improve the employee
performance and thus making more profits. They want to provide the customers with the best
quality services that they desire. They want to meet all the regulatory requirements of the

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customers. The aspect of improving the performance constantly would definitely help them to
get the competitive advantage (Goetsch & Davis, 2014). The staffs also expect the better
facilities from the management. The higher management always tries to provide the customers
with the best facilities. They will also provide the customers with the best facilities. They will
meet all the legal requirement with the internal and external stakeholders. Anz Bank will also try
to motivate their employees to perform better in many aspects (Goetsch & Davis, 2014). They
provide the inspiration to their employees in the best ways so they can collaborate during the
time of working. They want to gain the organizational benefits so they should try to make the
employees understand their roles and responsibilities properly. The employees will have to
improve their performance levels immensely so they can cope up with the challenges and issues
faced by the company presently.
The managers will have to understand the relative skills of the employees and thus they
will have to assign the works to them. This is the way of getting the best results from the
employees. They have to provide the services to the employees in an updated manner. They
might offer their employees with better range of wages that will be according to the industry
standards (Certo, 2015). The employees will also have to take part actively in the change
regarding the technological innovation. They should focus on providing their employees with the
unique working environment that should cater to the needs of the stakeholders. Thus the
inclusion of the new things would bring the best results for the Anz bank. The employees will
also want to perform better and communicate with their customers. From the technological
change aspects it can be said that the employees should want the proper feedback from the
clients and they should ask the customers to suggest the ways by which new changes could take

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place within the organization (Certo, 2015). The managers and the employees at different levels
and departments should collaborate with each other.
The organization Anz Bank should co-operate with their employees from various angles.
They will need to know what drives the changes positively. They can expect for the positive
impacts on the company. They can serve their customers very fast. However, they should keep in
mind that their efforts should yield good results only if they can attend to the problems faced by
their customers.

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References
Alfes, K., Shantz, A. D., Truss, C., & Soane, E. C. (2013). The link between perceived human
resource management practices, engagement and employee behaviour: a moderated
mediation model. The international journal of human resource management, 24(2), 330-
351.
Anitha, J. (2014). Determinants of employee engagement and their impact on employee
performance. International journal of productivity and performance management, 63(3),
308.
Anz.co.nz (2018). ANZ Bank New Zealand Ltd | Online Banking | ANZ. [online] Anz.co.nz.
Available at: https://www.anz.co.nz/personal/ [Accessed 31 Mar. 2018].
Benn, S., Edwards, M., & Williams, T. (2014). Organizational change for corporate
sustainability. Routledge.
Certo, S. (2015). Supervision: Concepts and skill-building. McGraw-Hill Higher Education.
Dobre, O. I. (2013). Employee motivation and organizational performance. Tabel of Contents.
Fitzgerald, M., Kruschwitz, N., Bonnet, D., & Welch, M. (2014). Embracing digital technology:
A new strategic imperative. MIT sloan management review, 55(2), 1.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Harrington, H. J. (2016). Force Field Analysis. In The Innovation Tools Handbook, Volume
2 (pp. 129-138). Productivity Press.

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McQuivey, J. (2013). Digital disruption: Unleashing the next wave of innovation.
Simon, B. M. (2012). The Implications of Technological Advancement for Obviousness.
Swanson, D. J., & Creed, A. S. (2014). Sharpening the focus of force field analysis. Journal of
change management, 14(1), 28-47.