Analysis of Change and Leadership in M&S Bank Report

This report examines the process of change within organizations, focusing on M&S Bank (Marks and Spencer Financial Services plc) and its technical changes to improve customer services. It explores the impact of change on organizational strategy and operations, evaluating its effects on lead...Read More

Understanding and
Leading Change

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
P1) Impact of change..............................................................................................................3
TASK 2 ...........................................................................................................................................6
P2) Affect of change on leadership and individual behaviours..............................................6
P3) Measures to minimise negative impact of change...........................................................8
TASK 3 ...........................................................................................................................................9
P4) Barriers for change and its influence on decision making...............................................9
TASK 4 .......................................................................................................................................11
P5) Different leadership approach........................................................................................11
CONCLUSION .............................................................................................................................12
REFERENCES..............................................................................................................................13
.......................................................................................................................................................14

INTRODUCTION
Change is a process of causing a function, thing or practices to become different
compare to its present or past condition or structure. In today's dynamic and competitive market,
it become necessary for all organisation to make timely changes to remain in the market and to
run their business successfully (Dawson, 2019). To meet the ever changing demands of
customers and to provide best services, top management of organisation need to modify or
update their plan and policies. It is not easy to implement a change in the organisation therefore,
proper guidelines and leadership is necessary to motivate the employees for change. For this
assignment, M & S Bank (Marks and Spenser Financial Services plc) is taken which is a retail
bank operating in UK and has planed to make a technical change to provide better services to its
customers (Huesing, Johnson and Ludema, 2019). This project includes impact of change on
organisation's strategy and operations and evaluate its affect on leadership behaviours. It also
includes measures to minimize negative impact of change and barriers of change. At last it
includes leadership approach to deal with change in a range of organizational contexts.
TASK 1
P1) Impact of change
Organisational change is basically a process for modifying or changing a vital part of
organisation like its polices, technology, procedures, culture, etc. with the aim of improving its
competitive strengths and providing better satisfaction to customers to increase its market share
and position. For proper execution of an change it is necessary to do proper research to
understand the current trends and demands after that a plan and strategy is made to achieve the
desired targets and goals. Change in business context is explained as modification in existing
things or replacing it with new one. Technological changes, organizational culture change,
change in tactics, change in working environment and so on are certain changes carried out in an
organization. However, position and perception influence change view in both positive and
negative way. For position change turn is positive as better opportunities is created for them.
While, in context of perception change stands for negative view. Workers resist change in an
organization as they do not want to come out from their comfort zone. To understand this impact
of change on organisation's strategy and operations two organisation are selected which are
making change in their technology to provide better services and safety to their customers.

Basis M&S Bank Lloyds Banks
Technical
changes
Advancement and improvements in
technology has shifted Customers desire
for an easy banking system which
provide them 24/7 access and different
options to operate both manually and
digital through multiple channels. They
also want easy asses and proper
management of money online with more
security to save them from frauds. To
meet these expectations of customers
M&S bank has made changes in its
technology.
Strategy adopted:
For adopting this change of banking
sector, M&S bank is providing a new
banking app which provide a 24/7 access
of banking facility with a safe and secure
mode (M&S BANK, 2019). They are
providing facility of generating security
code using M&S banking app with a
updated feature called Digital M&S pass
which helps in providing easy and safe
access to internet banking. It also
providing physical M&S pass where
customers can request physical M&S
pass.
Impact on operations:
Technological change have significant
impact on overall operation of M&S
bank. it has increased responsibility of
With improvements in
technology, customers are also
expecting greater service quality
and responsive customer services.
They are seeking for individuals
attention and relevant offers from
their bank and wants
improvement in online banking
and shopping. Thus it become
necessary for Lloyds banks to
improve its technology to provide
all the desired services.
Strategy adopted:
Lloyds bank is making changes in
its strategy for providing better
online shopping and payments. It
has implemented new policies for
use of internet banking (Changes
to banking and shopping online,
2019). To provide better security
at the time of online payment an
extra step is added where
password and memorable
information of customers is asked
to verify the payee and to protect
and control the transfer of money.
Impact on operations:
To work successfully in this
competitive environment and to
adopt this new technological

top mangers and other departments to
provide proper motivation and direction
to employees and should emphasis on
proper planning, decision making,
control and coordination for effective
implementation of strategy. M&S is
providing training to their employees to
make them habitual for using this app as,
know they have to deal with quires and
have to provide different services to
customers through this new app. For that
purpose a team of expert is formed which
also include the engineers and scientists,
who had developed this app and are
appointed to train other employees to
enhance their skills. Use of proper
marketing and promotion is also made to
make customer aware about new app and
services provide by M&S bank, which
will increase their market share and
provide more competitive advantage.
advancement Lloyds Banks has
decided to recruit some new
employees with batter technical
knowledge to develop a
atmosphere which promotes easy
adaption of new innovation.
Lloyds Banks is also providing
timely training and development
sessions to its employees.
Organisational
change
For better organisation of activities and
to meet the satisfaction level of
customers, M&S bank has making
changes in its management structure to
drive speedier decision making which
facilitates business closer to its customers
(Bastin, 2019).
Strategy adopted:
For implementing this organisational
change, a new strategy is adopted under
Lloyds bank is making some
organisational change to address
the issues of their employees and
management. It is focusing on
cultural change to reduce the
complication between its clients
or colleagues and stakeholders.
Strategy adopted:
For developing better culture at
workplace and for ensuring

which responsibilities of some of M&S
bank's executive directors have been
altered. M&S has also developed a new
operating committee.
Impact on operations:
For proper execution on organisational
change role and responsibilities of all the
directors are properly designed and
implemented and the members of
operating committee are also trained and
motivated to work together, are
accountable for day to day running of the
business.
effective relations with clients
Lloyds has adopted new data
strategy (Data strategy at Lloyds,
2019).
Impact on operations :
New data strategy adopted by
has created a new mind set in
organisation according to which
everyone in the organisation is
responsible for properly handling
the crucial link and information of
costumers. This data about
customers holds all the precious
information about people and
their habits and thus, provides an
opportunity to serve customers in
best way. Data management is a
complicated and crucial process
thus proper training and direction
is provided to employees
(Grossman, 2019).
Structural and
strategic
Change is impacting the overall structure
of M&S bank in both positive and
negative way. In order to compete with
the rivalry matrix structure is
implemented in the firm earlier
hierarchical structure was performed.
change structure of the firm. Along with
this strategies are framed in order to
For better results divisional
structure is followed in the open
market place. Earlier organization
used to adopt Flat structure in
their premises. By scanning
internal environment working
style unique tactics are adopted.

successfully implement them in the
working premises.
People and
processes
Seminars and various sessions are
conducted in order to aware people how
change is important in a company. By
doing so accordingly change processes is
performed for better results.
Experts are hired in order to train
employees regarding change and
its benefits. By this further
processes of implementing this in
the firm is done.
TASK 2
P2) Affect of change on leadership and individual behaviours
Change and the impact on organizational behaviour
In an organization change not only affect individual but also impact firm's behaviour in
both positive and negative way. Organizational behaviour is the process of studying individual
performance and activities within firm. By deeply examining this impact on job structure,
motivation, communication, performance, leadership etc. aid in studying human behaviour in a
work environment. Psychological impact of change includes mood swings, irritability,
destructibility, sadness, agitation and so on. All this affect the overall working criteria in
negative manner. Along with this change impacts on team dynamics as they are uncontrollable
factors which influence the team behaviour and performance in negative way. Skilled people turn
out ratio raises at tremendous scale (Rogers and Marres, 2016). Proper training is provided to
the staff members so that they can easily adopt to the change which is being implemented in the
working premises. Additionally, timely make employees understand regarding the importance of
change. By adopting change in the working premises competitive advantages can be gained
against rivalry in cut throat competitive world. Moreover, continuous monitoring is done in order
to easily mange all the activities in proper manner. Top level management frame tactics in order
to led and mange people while they are coping to adopt change in their working style. Complete
support is provided to them for better results.

The Bohner and Arnold Change impact analysis is explained as identifying the root
cause of change or calculating which needs can be altered to attain change. They main focus on
impact analysis for scoping change within the details of a design. It is effective in dealing to
change as it render relevant understanding of the implications for a proposed change.
Any kind of change in internal or external factor always creates a signifiant affect on its
organisational strategy and communication channel and external factors include political,
economical, social and technological factors which are described below for both M&S bank and
Lloyds Banks :
Internal factors
Organisational structure – This provide complete map of activities and operations
which includes roles and responsibilities of leaders and mangers to achieve the desired goals.
Both M&S and Lloyds Bank is having a simple organisational structure which clearly defines the
role of every member for timely implementation of change and also enhancing performance of
team members and individuals. Proper rules and guidelines has also reduce the burden of leaders
as it minimize the chance of conflicts (Curran, and Hesmondhalgh, 2019).
Communication – Effective communication channel is must for motivating employees
for adopting change and for enhancing overall performance and productivity of individual and
overall organisation. M&S and Lloyds Bank are having an appropriate communication channel
making it easy for leaders to provide all relevant information to their employees regarding
benefits of change and also provide a channel for discussing idea and sharing views. This creates
a positive atmosphere for all individuals and thus, leaders can implement change easily.
External factors
For evaluating external factors M&S and Lloyds Bank is making use of PEST analyssis
and also providing its impact on leadership, team and individual behaviours.
PEST Analysis
It is framework used by organisation for monitoring and analysing external effects and
also reflects its impact on organisation.
Political -It shows the level of interference and attitude of government and other political
parties towards business organisation. Political atmosphere in UK is quite stable and thus creates
better opportunity for an banking sector. For betterment and proper growth of banking sectors
flexible laws and regulation are implemented thus, M&S and Lloyds Bank are also making use

of democratic leadership as it provides more freedom to individuals which foster their
performance and crates a atmosphere where changes can be implemented easily as no hindrance
is created by government (Green and Daniels, 2019).
Economical – This factor includes elements like bank rate, interest rate, inflation,
deflation, etc. thus, creates a significant impact on banking sector. UK is having a well
developed economy thus provides better atmosphere for M&S and Lloyds Bank to prosper and
grow. Stable economy of UK ensures leaders about their success thus, it become easy for them to
influence and motivate employees foe implementation of change. Stable economic conditions
facilities completion of task in an estimated budget and employees also get good salary and
rewards for their work, so they feel positive about change.
Social - M&S and Lloyds Bank are very attentive about latest trends and taste and
preference of society and always try to provide most suitable services to customers. In UK, trend
of online shopping and internet banking is at peak therefore, both the banks are making changes
thus, role and responsibility of leaders has increased to provide proper guidance and motivation
to employees and for effective implementation of change it is necessary that every individual and
team member should work efficiently (Nagorny-Koring, 2019).
Technological – Customers in UK prefer use of innovative and advance technology
which provide them better services thus, UK is having a dynamic technological atmosphere.
Hence, responsibility of leaders of M&S and Lloyds Bank has increased. Leader should provide
regular training to their employees for developing new skills so that they can easily adopt rapid
change going on in market. Employees and team members also feel motivated as they get better
opportunity to enhance their skills.
Pest is the most significant drivers that can be implemented by organization. This is
because deep examination is done of external forces through Pest analysis that results in
productive outcomes. By framing strategies by understand Pest analysis firm is able to create
challenging bench mark for competitors in competitive world.
Organization by using Bruke Litwen model are able to make the change process
efficient and effective in nature because it is about establishing cause and effect relationship.
There are 12 elements which measures a change within company. The points are discussed
below:

External environment: Economy, customers behaviour etc. are essential are mandatory
for organizational change in the open market place. But they do not have any control on external
forces. Organization frame tactics in order to successfully implement the change in the working
premises for best outcomes (Saleh, 2019).
Mission and strategy: Mission and vision is designed by management of the firm. But
before finalizing anything they cross check weather these is suitable for the co-workers or not.
By doing so changes can be designed accordingly so that formulated mission can be achieved in
effective way.
Leadership:They provide direction to the other firm. It aid in developing vision and
boosting employees. Leadership is the core element in a firm and support teammates to excerpt
change in the workplace in order to gain productive results as compare to others.
Organizational culture: This includes explicit and implicit rules like, practices,
principles, regulations etc. In order to execute the change in in effective and efficient an
organization it is very essential to build explicit and implicit rules.
Structure: It is associated with hierarchical structure of the firm and formal
communication channel. This covers, decision- making, communication, position oriented
structure etc. In order to implement change in an organization structure in appropriate manner it
is very important to scan the working style of the staff members so that easily changes can be
excepted by everyone working on the floor.
Systems: It is associated with policies and regulation mechanisms which aid and support
co-workers. System covers both firm activity and co-workers. Changes which is adopted in the
company is beneficial for both firm and co-workers so that better results can be attained for both
upliftment (Scott, 2018.).
Management practices: It is concern with behaviour and activities of manager and aims
in applying strategy. By this changes can be applied easily. Co-workers need to be trained so as
to adopt change in the premises in effective way. Various practices are build in order to make
change get implemented smoothly in an organization.
Working climate: In this case, it is associated with workers experience when it comes to
work environment like, is the environment comfortable, understanding among teammates etc.
According to the working climate of the enterprise changes are adopted by the top level

management at their work place. Before implementing the change it is essential to scan the
working climate so that changes can be used respectively in order to compete with rivalry.
Tasks and skills: Here, right candidate is appointed for the vacant post by matching the
skills needed for the post. As changes are applied in an organization so the task and duties are
delegated accordingly. By this it become easy to complete the work in the set time frame as well
as employees gradually except the change positively.
Individual values and needs: This is associated with desire of workers for
remuneration, work-life balance and so on. In order to full-fill this more responsibility is given to
them. Through change individual values and need can be meet as it bring freshness in the
monotonous work. Change implied in effective way directly or indirectly leads to satisfy peoples
needs and desire accordingly (van der Voet and Groeneveld, 2015).
Motivational level: In this level it is said that motivated staff members will be actively
taking part in accomplishing firms objectives. Changes can be implemented in the company by
encouraging the subordinates to work effectively as change helps to gain competitive advantages
in intense competitive world.
Individual and general performance: It involves performance of both employees and
employer. This is determined on the basis of quality, productivity, turnover ratio etc.
P3) Measures to minimise negative impact of change
Execution of change is always difficult for an organisation as employees are habitual of
doing work with old system. To implement changes successfully and to minimize its negative
effect in an organisation use of PDCA model is made. It is used by M&S Bank to improve the
quality and effectiveness of change in the organisation. Here is the description of all the stages of
PDCA to evaluate its use in minimizing negative impacts of changes:
Plan – Proper planning is the first step to minimize the risk of change as it provide a clear
picture of objectives and actions to be performed. M&S bank has conducted proper market
research to identify and analyse the current opportunity and develop strategies and plan to grab
that opportunity through technological advancement (Kotlar and Chrisman, 2019).
Do – Under this stage potential solution and strategies are made to achieve the decided
objectives. On the basis of market research it was analysed that customers were having a desire
for a getting a better assesses and security of their money, M&S bank has decided to develop a

new app which ensures easy assess through 24/7 service facility and also ensures safety of
money during online transaction. They are providing more updated feature to its clients through
Digital M&S pass and studied a
Check – Under this stage results are measured and checked whether they are effective or
not in meeting the desired results. M&S bank has provided proper training and also maintain an
effective control and check on the employees to ensure their effectiveness. This process plays
most important role in minimizing the negative impact as it helps in discovering flaws and thus
timely action can be adopted to correct them (Janfada and Beckett, 2019).
Act – It is the last stage of PDCA method, where all the planning and strategies are
executed in a practical way. It is the process after which it is disclosed whether the project and
strategies are successful or not. M&S bank has successfully implemented and executed a new
app which is providing better services to its customers through ensuring better security for
making online payment and provides easy assess to their account in through an online Channel.
It can be analysed that timely planning and proper control analysis helps in minimising
negative impact trough proper analysis of current market trends. Proper monitoring and check on
employees creates a feeling of motivation in their mind which increases their efficiency, thus
reduce the chances of flaws.
TASK 3
P4) Barriers for change and its influence on decision making
Adaptive change refers to as challenging beliefs and way of thinking. It strengthen skills
and processes. Whereas, constructive change is defined as where buyer and seller can not reach
an agreement. In this case contractor performs the work beyond need of contractor. Adaptive
change is adopted in the company in order to implement change in the premises. This deals with
mindsets, behaviour, habits etc. as well as requires employer and employees to grab something
new so as to resolve this problems.
An organisation has to face many barriers (like employee resistance, lack of resources,
etc.) for implementing any change effectively. M&S is also going through a technical change
and planned to provide a new banking app to its customers for better services. Hence, it become
necessary to evaluate the factors that can influence or impact the strategy and plans adopted for
making changes (Saleh, 2019). For that purpose use of Force field analysis is made which
provides a description about both driving factors and restraining forces. This method was

developed by Kurt Lewin in 1940, which is an important tool for analysing the requirements
needed for making any changes. A description about Force filed analysis is provided below
showing different factors out of which some forces change and some resist change:
Driving Factors: Theses factors forces an organization for adoption of change to achieve
targets and goals more easily. In this case, technological advancement and social culture of UK
is a driving factor which always desires and prefer use of latest technology and best innovation,
this has forced M&S bank to bring technological change. Customers desire of having a easy
assess of their money and to keep it safe has created opportunity for M&S bank to develop a new
app. M&S has also made required changes in its management structure to provide best services
and maximum satisfaction to its customers. Leadership plays an important role in analysing the
behaviour and attitude of employees for proper implementation of new change. It is necessary
for an leader to provide proper guidelines and direction to employees for motivating them and it
is also the responsibility of leaders to provide proper training to employees to implement the
change effectively.
Restraining Forces: These forces creates restrictions in adoption and implementation
of change. It is mainly related with the problems created by internal or external factors like
unskilled employees, lack of resources,lack of involvement from employees, rigid laws and
regulations, etc. which resist or hinders change (Wang and et. al., 2019). At that time, leaders
plays a very crucial role in dealing with restraining forces through coordinating business
activities thus, creates a balance between individual and organisational goal. Leaders of M&S
bank provides a proper description about advantage of new change to motivate its employees and
changes are always implemented after consent of employee so that they work efficiently for
achievement of targets.
Adoption of change is a difficult process as it is not possible that every individual or
stakeholders accept the change in a positive manner. Thus, it become necessary for leaders to
take decisions in such a manner that reduce the chance of conflicts. The main problems and
barriers faced during implementation of a change and its influence on leadership decision
making are discussed below:
Negative employee attitudes : Lack of proper understanding about the positive aspects
of change may creates negative attitude in employees which makes them ineffective (Fenwick
and Johnston, 2019). Thus, it is necessary that the decision of change must be taken after proper

consent of employees and efforts should be made by larders to make employees aware about
positive impacts and benefits of change. To deal with the barrier of negative employee attitude,
proper Decision making process has implemented by the leaders of M&S which includes proper
strategies and plans to provide all relevant information about change to employees. Training and
practical knowledge is also provided to show the positive impacts of change thus, provides a
motivation in employees to work efficiently.
Ineffective Communication Strategy : Lack of proper communication strategy creates a
situation of chaos and conflicts and thus, it become difficult to implement any new change
through mangers. Thus, it directly impact the decision making strategy as effective
communication channels can only be created through effective leadership. It is the responsibility
of leaders that every employee of organisation must get timely information about change and if
any problem or issue is faced by any employees it should timely addressed and solved by the
mangers (Maharaj, 2019).. Leaders of M&S bank has created an effective communication
channel to reduce the chance of conflicts at the time of implementation of change as proper
communication channel provide better understanding of change thus, it can be executed in more
better way.
These are the main barriers faced by leaders at the time of implementation of an change
which can be reduced trough proper decision making process as it ensures proper communication
of change thus, creates better understanding in employees and ensures positive atmosphere at
workplace.
Review of change
All the barriers which are restricting implementation of change are timely handled by
M&S bank and thus it has successfully implemented its technological and organisational change.
The new banking app introduced by M&S bank is successful as it satisfies all the demand of its
customer through providing 24/7 online service and also ensures safety of payment (Dawson,
2019).
Effective leaders helps in taking best decision for the betterment of both employees and
employer. In order to implement the change in the organization leaders plays significant role in
it. This is because change affect employees mostly in their working pattern. Leaders build
change in their mind and execute it in effective and efficient manner so that tough challenge can
be build for others.

TASK 4
P5) Different leadership approach
Leadership is the most effective tool used for influencing the actions, feelings and beliefs
of others people to achieve the desired goals. It is a complex process require skills to establish
connection with people through meeting needs and expectations of people. At the time of
implementing any change leadership approach plays most important role in motivating
employees for adoption of change (Bastin, 2019). There are different leadership approach which
can be implemented by M&S bank to execute its organisational and technological change
effectively:
Democratic leadership: This method is used to encourage creativity level of employees
as leaders are responsible for final decision making but proper chance is provided to employees
and team member to share ideas. This strategy will provide following advantage and
disadvantage to M&S bank :
 Advantage: This approach helps in establishing better relationship with employees thus
increases their productivity and efficiency and also provide better job satisfaction.
 Disadvantage : It is a time consuming process as taking consent and view of all team
members and sometime conflicts also arises as mindset of team members can be
different (Green and Daniels, 2019).
Autocratic leadership: Under this leadership approach all the powers and authority
regarding setting of objectives and aims and formulation of plans and polices is hold by leaders,
thus, they plays a keen role in implementation and execution on an operation. M&S can have
following advantage and disadvantage by adopting this strategy: Advantage : Leaders will have better control on performance and execution of task and
thus ensures better flow of activities as workers are bound to follow the instructions of
leaders.
 Disadvantage :This approach creates a higher level of dissatisfaction among employees
as they feel bounded and have no authority and freedom to take any decision or to discus
their views.
It is recommanded that M&S bank should adopt Democratic leadership approach as this
will provide better productivity and creativity for implementing the new changes in a more
effective way (Saleh, 2019).

CONCLUSION
From this project it can be summarised that change plays a important role in success of an
organisation as it provide better efficiency and more competitive strength. Change creates
significant impact on strategy and operation of an organisation and also creates influence on
leadership and individuals behaviour. To minimize negative impact of change use of PDCA
model is made. There are many barriers of change which like lack of effective communication
which creates influence on decision making. At last it can be concluded that, there are many
types of leadership approach having different advantage and disadvantage.

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