Organizational Change Management in Woolworths: A Case Study Analysis

This case study explores Woolworths' implementation of self-service kiosks as a strategy for organizational change management. The introduction highlights the importance of change in attracting new customers and the role of technology in enhancing organizational efficiency, particularly in online retailing. Woolworths, a prominent Australian grocery provider, faced challenges in customer communication and checkout processes, prompting the decision to introduce self-service kiosks. These kiosks, utilizing specialized software and hardware, aim to improve customer experience by facilitating cashless transactions and enabling customers to order out-of-stock items. The implementation is driven by the need to reduce transaction times and improve customer waiting times, with input from both employees and management. The governance framework, developed by management with employee feedback, focuses on mitigating risks. Successful implementation is expected to increase revenue and efficiency. Recommendations include tablet kiosks, traditional PoS systems, and simplified screen interfaces to enhance user experience and provide a competitive advantage. The case study references various academic sources to support its analysis of change management principles and their application within Woolworths.

Organizational Change
management
Name of the Student
Name of the University
Author Note

Introduction
• Change helps in covering new customers
• Technology helps in bringing efficient service
within the organizations
• Online retailing is a safe option to satisfy the
demand of the market
• Woolworths need to provide a self-service
kiosk

Case Description
• Woolworths is an eminent industry in
Australia
• Provides groceries to customers
• Failure by customers in communicating with
the respective departments
• Checking out from the store is another
problem that is being faced by customers

Contd…
• Company has decided to start the self-service
kiosk
• It is a computer terminal that will use
specialized software and hardware
• Use the technology to satisfy the experience of
customers

Contd…
• Self-service includes transactions through cash
• The use of kiosk will help in improving the
process of checking out through cash less
system
• The company will benefit through the ordering
system
• Customers can order products that are out of
stock as well

Contd…
• Experience of customers will influence the
purchasing capacity of the consumers
• The kiosk will help in making the process
automatic so that wages of employees can be
reduced
• It will also help in increasing the level of
revenue

Drivers of change
• Management took the duty to include the
changes
• Help in reducing the period of transaction
• Waiting time of the customers reduced
efficiently
• Feedback provided by the employees helped in
initiating the change

Contd…
• Stakeholders are customers, management and
employees
• Employees will guide the customers
• This will help guiding the customers in a better
way
• Result in gathering better knowledge

Governance Framework
• Will be developed by management
• Feedback from the employees will be
considered
• Understanding of problems will help in
mitigating the risks within the company

Change implementation
• Will be done in a successful manner
• Will help in increasing the revenue
• Efficiency level will also increase

Change in profit levels
Before the change After the change

recommendations
• Tablet kiosk and iPad enclosure
• Will help the business to be operated at a
faster rate
• Software will help in optimizing the time of
consumers and company

Contd…
• Traditional PoS system
• Help in improving the system of payment
• Payment handling can be done based on the
staffs
• Self-pay option will also be present

Contd…
• Make the screen simple
• Will reduce the level of confusion among the
consumers
• Is easy to access by the consumers
• Competitive advantage to the company

Reference List
• News.com.au. 2018. The vast majority of our customers do the right thing’: Woolworths embraces self-service. [online] Available at: https://www.news.com.au/finance/business/retail/the-vast-
majority-of-our-customers-do-the-right-thing-woolworths-embraces-selfservice/news-story/565a656c01e07e3bf621f8d283979c39 [Accessed 1 Jun. 2018].
• Woolworths.com.au. 2018. Woolworths. [online] Available at: https://www.woolworths.com.au/ [Accessed 1 Jun. 2018].
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