Leadership Development and Change Management in F&N: A Case Analysis

This essay analyzes the implementation of change management strategies within Fraser and Neave (F&N), a food and beverage company, focusing on the role of leadership development. The author, acting as a customer service department manager, identifies issues related to billing inaccuracies and proposes the implementation of automated billing devices. The essay explores the application of authentic and servant leadership styles in navigating employee resistance and ensuring a smooth transition. It highlights the importance of empathy, communication, and employee empowerment in successful change management. The analysis concludes with a leadership development plan aimed at enhancing communication and team-building skills to further improve organizational efficiency. Desklib provides access to this document, along with a wealth of study tools and resources for students.

Running head: LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
Name of the student
Name of the university
Author note

1LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
Introduction to the situation
I have been working as the manager of the customer service department in Fraser and
Neave, Limited (F&N), a Singapore based Food and beverage manufacturing organization, for
the last three years. During my tenure, I have noticed different issues faced by the customers due
to the human related issues relating to billing and checkout. It has hampered the goodwill and
reputation of the business largely. The organizational performance primarily depended on the
client relations. However, the human centric accounting errors have affected the loyalty and trust
of the customers in the different branches. I also noticed that the metropolitan branches of the
organization faced the issue in the different rush hours. The incorrect transactions have also
hampered the profitability of our firm. Therefore, I approached the management of the
organization to implement automated billing devices, which will not e requiring the intervention
of the human. It will be helping the organization in maintaining the accuracy while calculating
the accounting standards. It will be helping the organization in redeeming the profitability of the
same while operating in the rush hours. On the other hand, the strategy will also be helping the
organization in retaining the loyalty of the customers. However, the employees negated the
strategy, as they believed that their employability was at stake. I undertook a negotiation session
with the employees to reassure them of their respective job roles as they would be provided
training for different job roles and thereby placed under the same organization. It has helped in
the safe implementation of the change in the processes of the business.
Critical analysis of the leadership role
The application of different leadership roles helps in maintaining the efficiency of the
functions that are undertaken by the workforce (Laschinger, Wong and Grau 2013). The

2LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
application of authentic leadership in the different aspects of the change in the organizational
systems helps in identifying the ethics of the functions and decisions. Rego et al. (2012) stated
that the application of the authentic leadership approach helps in promoting justice for the
benefits of the organization. Considering this aspect, I have acted as an authentic leader should
have taken a decision of bringing forth change in the processes for the development of the
organization as a whole. The judgmental aspect of the leadership style is reflected through the
proposal I made to the management of the organization to implement the automated billing
machine.
The optimism to bring in the change in the systems of the business and the manner in
which the modification would be fruitful has helped me in acting as per the approach of authentic
leadership. My goal was to bring in positive changes in the processes that are planned by the
business, as it will be helping to enhance the profitability of the systems. The personality test that
I undertook revealed the most important characteristic of authentic leadership that is inherent in
me- judgmental. I received the highest percentage in judging the different situations. It has
helped me in inducing the characteristic of authentic leadership. The proposal of implementing
the automated billing device will be helping the organization to bring forth positive change in the
processes and operations of the same. Peus et al. (2012) stated that the self reflecting and
empathetic values of authentic leadership has helped in maintaining the congruity of the actions
that are undertaken by the leaders to bring positive modifications in the organizations.
Wang et al. (2014) stated that the application of the new technology and the manner in
which it can bring in positive changes in the systems of the business is fostered through the
empathetic value of authentic leadership. The optimism has helped me in acknowledging the risk
factors that might be faced by the organization through the implementation of the change and

3LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
thereby hoping to retain a positive outcome from the change that is being implemented in the
organization. On the other hand, I entertained the involvement of the management of the
organization before channelizing the change. It has helped me in consulting with the employees
and the management for the implementation of the change. The capability of analyzing the
validity of the information relating to the issue and the manner in which the implementation of
the change in the system of the business can bear positive outcome has helped me in
implementing the modification as per the objective of the business. Mittal and Dorfman (2012)
stated that the proper functioning of the systems of the organization is facilitated through the
involvement and the consultation that the authentic leaders take with the employees. It helps in
the proper implementation of the change in the systems of the business while operating in the
international markets. The ability of judging the different situation and thereby acting as per the
requirements of the change has helped me in maintaining the congruity between the change and
the needs of the organization.
On the other hand, the application of the Servant leadership has helped me in applying
the concepts of serving the employees, motivating and empowering them to undertake the
change in order to support the progress of the organization (Parris and Peachey 2013). Liden et
al. (2014) stated that the leadership with a goal of understanding the needs of the employees and
thereby empowers them helps in the smooth functioning of the processes that are planned by the
organization. The transformational servant leadership approach is being reflected through the
negotiation I undertook with my fellow subordinates convincing and assuring them of their
retained employability through the change that is being applied to the organization. The servant
leadership approach is supported through the empathy that helps in the identification of the
issues that are might be faced by the employees through the change (Sipe and Frick 2015). As

4LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
per the case, I made a provision so as to retain the employability of the displaced employees,
which has helped me in undertaking an effective leadership style aiming at serving and
empowering the employees to bring in changes in the systems of the business’s performance.
Leroy et al. (2015) stated that the qualities of servant leadership helps in inducing a sense of
belongingness among the employees which helps in empowering the concerns that are faced by
the same while operating in the business structure. Leroy, Palanski and Simons (2012) stated
that unlike autocratic leadership, this form of leadership is more focused on the needs of the
employees as it is believed that it will be helping the organization in making a better progress.
The criteria I received as an observant has helped me in judging the position that is faced by the
people in the organization and thereby bring forth changes so as to suffice to the needs of the
same for enhancing the functioning of the business.
Leadership development plan
Leadership goal Strategy that will be
utilized
Time frame Output
Oral communication Undertake speech
training therapies for
enhancing the verbal
communication systems
2-3 months Proper communication
with the management of
the organizations and
the employees which h
will be helping to
improve the inter- trust
factors
Team building Undertaking sessions to
bring in changes in the
delegations
1-5 weeks Proper team building
attributes helps in
maintaining the proper

5LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
functioning of the teams
as per the objectives of
the business.
Conclusion
Therefore, from the above analysis it might be stated that the role played by me as an
authentic and servant based leader has helped in implementing the change in the processes of the
business. The application of the automated checkout devices will be helping the organization to
retain the profitability and the customer loyalty. On the other hand, the empathetic emotions have
helped in understanding the issues that are being faced by the employees while the change is
being implemented. the provision of an alternative job post has helped in mitigating the issues
that are faced by the employees. The actions have helped in reflecting the concern I have for my
fellow employees. Lastly, the leadership development plan that is being created will be helping
me to bring in efficiency in the systems of the business while operating in the international
markets.

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References
Laschinger, H.K.S., Wong, C.A. and Grau, A.L., 2013. Authentic leadership, empowerment and
burnout: a comparison in new graduates and experienced nurses. Journal of nursing
management, 21(3), pp.541-552.
Leroy, H., Anseel, F., Gardner, W.L. and Sels, L., 2015. Authentic leadership, authentic
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Management, 41(6), pp.1677-1697.
Leroy, H., Palanski, M.E. and Simons, T., 2012. Authentic leadership and behavioral integrity as
drivers of follower commitment and performance. Journal of Business Ethics, 107(3), pp.255-
264.
Liden, R.C., Wayne, S.J., Liao, C. and Meuser, J.D., 2014. Servant leadership and serving
culture: Influence on individual and unit performance. Academy of Management Journal, 57(5),
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7LEADERSHIP DEVELOPMENT AND CHANGE MANAGEMENT
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