Unit 514: Report on Managing Change in the Context of M&S, UK

This report provides a comprehensive analysis of change management within Marks and Spencer (M&S). It begins by examining the environmental factors influencing organizational change, including a PESTLE analysis of M&S and the internal drivers necessitating change, such as declining sales and the need for increased customer retention. The report then delves into theoretical models for managing change, specifically focusing on Lewin's change model and its application within M&S. It explores the role of leadership, including charismatic, laissez-faire, and participative styles, in gaining commitment to change. The report further examines the rationale for initiating change, develops a change plan, and identifies tools for implementation and monitoring. It addresses approaches to overcome risks, strategies for communicating change to stakeholders, and methods for supporting individuals through the process. Finally, the report discusses approaches to embed and sustain the planned changes within the organization, concluding with an overview of the key findings and recommendations for successful change management at M&S.

Unit 514 Managing Change

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................4
Analyse the environmental factors which influence change in organisation .............................4
PESTLE analysis of Marks and Spencer....................................................................................5
Internal factors that drive need for change in organisation ........................................................6
Examine the potential change in organisations...........................................................................7
TASK 2 ...........................................................................................................................................8
Theoretical models for managing change ..................................................................................8
Analyse the role of leadership in gaining commitment of others to change ..............................9
Reason for engaging with stakeholders throughout the change management process ............10
TASK 3 .........................................................................................................................................11
Rationale for initiating the change within an organisation ......................................................11
Develop a plan for change within an organisation ...................................................................11
Tools for implementing and monitoring change ......................................................................12
Approaches to overcome risks and barriers to change .............................................................12
Develop strategies for communicating planned change to stakeholders ..................................13
Assess practical methods to support individuals throughout the change management process
...................................................................................................................................................13
Methods for monitoring and measuring the impact of planned change ...................................14
Approaches to embed and sustain planned change .................................................................14
CONCLUSION .............................................................................................................................14
REFERENCES .............................................................................................................................15
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INTRODUCTION
Organisational change is inevitable and it is important for any company to bring new
changes in it's products and services so that customers will not get bored and they are happy with
new product. The main objective for change in any organisation is to provide something different
and new to people. This is helpful in attracting more number of customers towards products of

the company. Organisational change requires to have effective and strong leadership and
management so that all tasks and operations of change are done properly. The company which is
chosen for change process is Marks and Spencer. This is an organisation of UK dealing in
clothing, apparels and accessories. This company is undergoing change due to reduce in profits
of the company. This company has decided to open more retail stores and putting sale on
products that are bought through online service. There are three tasks in this report. There is
discussion on various environmental factors that influence this organisational change. Task two
will tell about various theoretical models of change. At last, the third task will include
Approaches to overcome risks while implementing change and strategies used for
communicating planned change to stakeholders.
TASK 1
Analyse the environmental factors which influence change in organisation
Any organisational change is affected by various factors within the business. It is
essential for a company to analyse all consequences of bringing change in the company. The
main thing that is to be focused on is external factors like political, social, economical,
technological, legal and environment factors. The making of new retail shops of Marks and
Spencer in different countries requires analysing of all these factors before implementing the
change.
Change in Marks and Spencer and its impact
Change
Marks and Spencer is facing problem of decreased sales and profits and
due to this there is increase in employee and customer retention. To
survive in market, it is important to have competitive advantage. The top
level managers of M&S have decided to open retail stores of this
company for increasing sales of products. This is helpful in increasing
employment opportunities for various people.
Impact on
Strategies
The M&S managers have developed strategies that focus on providing
effective services and products to customers. The stores opened in
various countries will provide products at best sale price. New products
are provided to people at lower price. By providing quality products at
comparatively lower price than other competitors, it is easy to attract

more number of customers.
Impact on
leadership
behaviour
The organisational change in M&S will affect leadership behaviour and
style of the company leaders. They have to change their way of managing
and leading employees in new business environment. It is most essential
to effectively control activities and processes of the company.
Drivers of change
The reason behind change in Marks and Spencer include unemployment,
high competition, reduction in sales. A proper change is needed for
enhancing profits and sales earned by this organisation.
PESTLE analysis of Marks and Spencer
The PESTLE analysis is important to know what are the different factors that impact the
development of new change within organisation. Marks and Spencer is opening new retail shops
for providing employment to customers. Also, this company is offering heavy discounts on
selling of products on website. The PESTEL analysis for this change is mentioned below -
Political
When this company has to open new shops, the
main thing that will affect this change is
political rules, regulations, laws, etc. M&S has
to follow all the trading laws while it is
launching new products and new shops in
various countries. Moreover, M&S has to
ensure that it is launching new retail shops in
politically stable countries.
Economical
This is known as economic factor which
affects functioning of business operations
while adopting organisational change. In UK
market there is new trend in which small retail
stores are liked by customers. This type of

change is helpful for the company to attract
potential customers.
Socio cultural
Many people nowadays prefer to go to small
retail shops rather than going in a particular
mall for accessing branded clothes. Thus, new
shops opened by M&S will be liked by
customers and sales will definitely increase.
Technological
This company is adopting latest technology for
payment that is used in new retail shops for
managing the work in proper manner.
Legal
After Brexit, there is change in all legal rules
of retail industry. While opening retail shops in
UK, company has to consider all the legal rules
and regulations.
Environmental
This company promotes itself by launching
sustainable development for products. It is
helpful in creating goodwill and image and
contributing for environment friendly
activities.
Internal factors that drive need for change in organisation
There are some internal factors which affect functioning of an organisation. Change is
inevitable and thus it is necessary for managing different processes and tasks while
implementing organisational change. In context of M&S, the different internal factors which
force this company to undergo change are described below -
Organisational performance – The sales of Marks and Spencer decreased since few
months. Thus, there is need for the management to develop plans for increasing profits and
money earned by the company. The solution with the management of M&S is to open new retail
shops in which products will be offered at affordable price.

Emerging strategy- This company is facing problem of decline in sales and profits. Thus
it is important to develop new strategy that will help in building trust and loyalty among
customers. This company has started new retail shops for attracting lot of customers towards
buying quality service and products.
Feedback- The feedback form customer was not good enough. They were not liking the
material and quality of products. People are not linking styles offered in clothing so this
company conducted market research for analysing new trends within customers. It is important
for the management to ensure that customer's expectations are fulfilled and they are satisfied by
the offerings of the company.
Ideas and innovation- The innovation that is adopted by management of M&S is that in
the era of online shopping, they are opening new retail shops in different corners of street so that
people can easily purchase Marks and Spencer products without waiting.
Examine the potential change in organisations
The sales of retail shops is examined after six months. Customers are chosen for getting
feedback on service and product that they are offered. The new retail shops will provide huge
profit to overall sales of the company. New varieties of clothing products is given to people for
enhancing the customer satisfaction. It is analysed that all customers are satisfied and happy by
the products they are getting through M&S shops. After analysing the changes within company,
it is concluded that this company needs following changes -
Improve efficiency – In order to improve the efficiency of working of retail shops, it is
needed that this company has tools and techniques that can enhance the process and quality of
clothing products. In order to improve the quality of process and techniques, it is important to
work in effective manner.
Improve quality- This is important for an organisation to improve quality of products and
services offered. In context of retail shops of M&S, it is seen that they are offering quality
products and accessories that are able to impress customers. In this way, it is essential to work
properly and enhance quality of service offered by the company.
Develop best practice – It is important for making use of best practise within company
while managing work. Marks and Spencer has initiated the concept of retail store and attracting a
lot of customers towards buying products offered by this organisation. When there is

implementation of any change within company, it is required to plan and implement new
regulations in the company.
TASK 2
Theoretical models for managing change
(Source: Eight step Change model, 2019)
The change model used within Marks and Spencer is Lewin's model of change. This is
application of Kotter's change model. This model has includes 8 steps which are helpful in
understanding and analysing organisational change effectively. The model given by Kotter is
helpful for analysing the change within company and what is the impact of this change on
organisation's processes. The primary step of this model is understanding change within
organisation properly. This means the urgency for implementing change. In this step, company
analyses the need for creating change in the company. In context of M&S, due to decrease in
sales, there is need for adopting new change for maximising sales of the company. The Second
stage of this model is team building. This step focuses on development of teams within M&S
that will focus on implementing opening of new shops. There is appointment of new employees

and managers who will take care of new retail shops. The next step is the creation of vision .
This means leaders and managers of M&S have vision for running the shops smoothly and
selling products in specified time frame. This will lead to increase in sales and profits of the
company. Nest step is communication of vision to all staff and employees. There is guidance
of all organisational goals in specified time. The nest step includes focus on short term
objectives and plans. In case of Marks and Spencer, it is concluded that there is attainment of
goals and objectives and for this there are presence of strategies. These plans are strategically
planned and useful for the company. Employees are motivated and inspired for doing great work
and achieve organisational goals in specified time. There is use of different models so that
change can be effectively use and implemented.
Analyse the role of leadership in gaining commitment of others to change
There are different types of leaders present within Marks and Spencer that work
differently when change is implemented within the organisation. Some of these are described
below -
Charismatic leadership – According to this leadership style, leaders of M&S motivates
employees and subordinates for attaining their goals in specified time frame. This method
focuses on goal achievement along with encouragement of behaviour of employees. This is done
through different ways of communication and force of personality. The charismatic leaders of
M&S retail shops help in motivating employees to do good work and achieve targets in specified
time.
Laissez–Faire: This leadership style is another name for delegative approach. These
leaders provide proper regulations and rules for doing work in effective manner. The laissez faire
leadership approach is used by managers of new retail shops so that workers feel protected while
working and they are free to share their views on different business scenarios.
Participative: According to this leadership style, it is analysed that leadership plays an
essential role when there is any change within company. There is need of change within
company because of new technology, expansion of business, decline in sales, etc. Marks and
Spencer is adopting change and opening new retail shops. The participative leaders of this
organisation take advices and suggestions from employees and implement new ideas needed for
improvement within company.

Reason for engaging with stakeholders throughout the change management process
The stakeholders of company consists of internal as well as external. The internal
includes team members, line managers, senior managers, board members. On the other hand,
external stakeholders are customers, pressure groups, government agencies, suppliers, partners,
contractors. It is important to interact with all these stakeholders and inform them about new
change developed within the company.
Internal stakeholders Engaging in change management process
Team members There are different teams within retail store of
Marks and Spencer. These teams are given
proper guidance for how to achieve goals and
objectives in specified time frame.
Line managers The line managers takes care of different work
related in managing of different shops
properly. As there is development of new
shops, duties of line manager will be increased
and they have to work accordingly.
Senior managers The senior managers of M&S have to prepare
their work and provide guidance for employees
to work in proper manner.
Board members All the board members of Marks and Spencer
are given information about this new change
by organising meeting. They are allowed to ask
their queries and problems in this meeting.
External stakeholders Engaging in change management process
Customers The customers of Marks and Spencer are

provided with quality products ad services.
They are the only stakeholder which are most
important will help in increasing profits of the
company. They are provided information about
new retail shops through strong marketing.
Suppliers
The suppliers of M&S takes care of managing
the supply of raw material for development of
clothes. They are given information about new
shops in effective manner.
TASK 3
Rationale for initiating the change within an organisation
The main reason for implementing the change of opening new retail shops within UK is
to maximise profits and sales of this company. This company is facing decline in sales since few
months and also unemployment rate within UK is increased. Thus, it is important for this
company to launch new retail shops in different corners of the country.
Develop a plan for change within an organisation
Force Field Analysis
In order to determine the change management, the managers of Marks and Spencer are
using force field analysis for measuring the importance of change adopted within the company.
The force field analysis was given by Kurt Lewin. There are five steps which motivates
employees for working in new organisation change. These stages in context of Marks and
Spencer are described below -
Phase 1: It is first stage of this model and according to this step, the leaders of the
company have to analyse market condition of the company before taking any action. It is
concluded that after analysing the performance of company, there is need to improve sales and
efficiency of company. Thus, the management of M&S has decided to open new retail shops in
different streets of UK.
Phase 2: Each and every change that has been executed by organisation comprises of
certain risks. Thus, it is ensured by the management that company is working under low risk and

there are less conflicts while working effectively. It is essential for Marks and Spencer to have
back up plan in case the new retail shops do not make profits.
Phase 3: In this stage, top level executives of M&S have to observe the change plan and
analyse whether there is requirement of any organisational change or not. The top level
managers analyse how changes can be brought within organisation for effective working
environment.
Phase 4: At this step, M&S prepares an action plan after analysing all the factors needed
for improving business sales. This step includes various modifications or alteration if needed in
the action plan. New retail shops are made for improving the sales of company.
Phase 5: In this top executives along with management of marks and Spencer will
develop strategies for accomplishing organisational goals and changes in specified time frame. It
is necessary for this company to determine changes needed in M&S and also demands of
customers.
Tools for implementing and monitoring change
For Marks and Spencer, it is important to use tools that will help in continuously
monitoring and assessing the change implemented in company. Some of these are described
below -
Gantt charts – This is defined as a graphical representation in which there is
representation of activities and tasks of process on the basis of time needed to complete that
activity. The Gantt chart is useful for tracking what is the progress of change in the company and
ensuring that all activities are done in specified time frame.
Communication and project plans- This includes there must be effective communication
plan for managing activities of the new business project effectively. As Marks and Spencer is
deciding to open new shops, it is seen that there is need for effective communication plan. There
is need for circulating information to different managers working in retail shops. There is
requirement of having a good project plan that helps in completing all business activities in
specified time frame.
Approaches to overcome risks and barriers to change
There are some approaches for overcoming risk and barriers for change. It is essential for
Marks and Spencer to overcome risks that occur while managing change within company. Also,