An Analysis of Change Management and Leadership in Service Industries

This report delves into the critical aspects of change management and leadership within the service industries, focusing on how organizations adapt to challenges and improve performance. It examines the application of Lewin's Change Management Model, comparing its implementation in two distinct sectors: the hospitality industry, represented by Premier Inn, and the retailing sector, exemplified by Morrison. The report analyzes how these companies initiate change by identifying problems, implementing new strategies, and reinforcing the changes through employee and management engagement. It underscores the significance of change management in enhancing customer satisfaction, improving operational efficiency, and fostering a positive work environment. The conclusion highlights the benefits of proactive change management and effective leadership in driving organizational success within the service sector, emphasizing the importance of adapting to evolving market dynamics and customer needs. This report is a valuable resource for students seeking to understand the practical application of change management principles in real-world scenarios.

Leadership and
Management for Service
Industries

Table of Content
•Task 4
•Introduction
•Main Body
•Change management in different sectors
•Conclusion
•References

Introduction
Change management is the procedure where companies change entire
management style for the betterment of company. In service sector like
hospitality industry, it is essential that they have proper leadership and
management styles in their hotels. Change management is adopted for many
reasons like improper performance of employees, tasks are not getting completed
on time, customers are unhappy with the services provided by company and
many others. Hence, change should be made with the main aim that it will
provide benefit for organisation rather than troubles.

Comparison of two different sector on the basis of
change management systems
Lewin’s Change Management Model is used here which states three
phases for change management which is explained below-
Unfreeze- It is the process where company pause their recent working
staff to analyse the issues and problems for unproductive activities in the
company. here, managers analyse the factors and forces which are
considered as main reason behind the change.
Change- After analysing requirement of change, companies adopt change
strategy. They change the management style, change technological
factors, system and procedure of working and many other changes takes
place during change management.

Continue..
Lewin’s Change management model for two different sector companies are explained below-
Premier Inn Hotel (hospitality sector) Morrison (Retailing sector)
In context of Premier Inn, they unfreeze their
system in one condition only and that is when their
total number of customers are declining day by day.
They pause their work for a while and conduct
meetings to know about the problem.
In context of Morrison, they unfreeze their process
when they notice any misbehave of their employees
or bad relationship between management team and
junior employees in their stores and offices.

Continue..
Premier Inn (hospitality sector) Morrison (Retailing sector)
Premier Inn apply change by changing the management style
and promotional tools to attract more customers and apply more
discounts and ask their employees to make changes in their
behaviour when they communicate with their clients. They are
supposed to be more polite.
Morrison apply changes by changing the supervisors of few
departments whose complaints are more in number for not
cooperating in the company. They also fired out those employees
who is the main reason to spread wrong humours about
management teams.
Premier Inn refreeze the process by conducting the meeting and
mention the changes which they adopted to attract more
customers so that their employees work according to new
changes.
Morrison refreeze the process by conducting a meeting and states
the importance of management team and employees for
organisation and also states the impact of bad relations of
managers and employees for organisation. They also add in
meeting about the strict actions taken by them in case they found
the same issue next time so that their workers will work according
to new rules and regulations.

Conclusion
From the above information it is concluded that change management and leadership is beneficial for company to
produce more production for them. Comparing two different sector in change management help to analyze how
change management impacts differently in two different sectors. It is also defined that Lewin’s change model explain
a procedure of change.

References
Galli, B.J., 2018. Change management models: A comparative analysis and concerns. IEEE Engineering
Management Review. 46(3). pp.124-132.
Dzwigol, H. and et. al., 2019. Formation of Strategic Change Management System at an
Enterprise. Academy of Strategic Management Journal. 18. pp.1-8.
AlManei, M., Salonitis, K. and Tsinopoulos, C., 2018. A conceptual lean implementation framework based
on change management theory. Procedia cirp. 72. pp.1160-1165.

Thank You