Strategic Management: Analysis, Options & Implementation at Sitel

This report provides a comprehensive analysis of Sitel Group's strategic management, examining the relationship between corporate business and operational strategies. It utilizes strategic models like SWOT analysis to recommend strategic options, evaluates critical success factors, and justifies a strategic option with accompanying business objectives. The report identifies change factors using Lewin's Force Field Analysis and proposes a structure for implementing the strategic plan, including identifying change agents. Furthermore, it develops a monitoring and control system, designs key success indicators, distinguishes potential risks during implementation, and reviews the effectiveness of the strategic plan, ultimately aiming to guide Sitel Group towards improved performance and strategic alignment.

STRATEGIC
MANAGEMENT

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 2............................................................................................................................................3
Relationship among the organization's corporate business and operational strategies...............3
Strategic models and tools to recommend strategic options for organization............................4
Evaluating critical success factors/assumptions that underpin strategic
options........................................................................................................................................4
Recommending
and justifying a strategic option and accompanying business
objectives....................................................................................................................................5
Identifying change factors by force field analysis for organization............................................5
Identifying the change agents and proposing a structure for implementation of plan................6
Developing a monitoring and control system for implementation of strategic
plans...........................................................................................................................................7
Designing key success indicators in order to monitor implementation of strategic plan............7
Distinguishing potential risks during implementation................................................................8
Reviewing the effectiveness of strategic plan.............................................................................8
CONCLUSION ...............................................................................................................................9
REFERNECES .............................................................................................................................10

INTRODUCTION
Strategic management is defined as process of setting goals, objectives within framework
of the organization (Kutsenko, 2019). Sitele Group is the company which deals in providing the
call center services to the customers.
It will be analyzed from the report that relationship between operational strategies and
organization's corporate business will be described. Strategic model will be used for the
organization. Critical success factors and assumptions will be described for the strategic option
which are underpinned. Recommendation will be provided for the strategic option. Change
factors will be analyzed by the help of Lewin's Five Force Model for the Sitel Group. Change
agents will be identified along with structure of strategic plan. Monitoring and control system for
the implementation of strategic plan will be developed for Sitel Group. Apart from this,
reflective essay will being described for the change management.
MAIN BODY
TASK 2
Relationship among the organization's corporate business and operational strategies
The corporate business strategies of Sitel Group helps in knowing how the strategies are
being evaluated and this helps in describing how the operations of the company are working with
framing of strategies at large scale. Global operating standards are framed by Sitel Group, great
performance across all the business matrices is being known and framed in effective manner. It
is very important that the company focuses on operations which helps in knowing the aspects as
to which continuous improvement is done for analyzing and operations of company (Drobyazko
and et.al., 2019). The operational strategies of Sitel Group helps in denoting process of
continuous improvement which indicates culture and values which are embedded within Sitel
Group. The corporate business which Sitel Group considers is denoted by how effectively and in
appropriate manner the scale is being identified. The operational strategies of Sitel Group are
mentioned for denoting the measures as to how the services are being rendered to the customers
and are worked upon in the company. Business processes helps in creating the value of the call
center services in achieving effectively the business.
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Strategic models and tools to recommend strategic options for organization
The strategic model which is being used to recommend strategic options for organization
are described with the help of SWOT analysis. These are -
Strength — The strengths of the company Sitel Group helps in knowing that how the services
are being rendered to customers. The niche market helps in engaging into business which is
being considered and helps in denoting the aspects as to how market is being captured.
Weakness — The weakness which Sitel Group holds is that externals aspects impact the growth
and development of Sitel Group. New services affects operations and this holds the scale as to
what is basis of the company's processes (GURL, 2017).
Opportunities — There are various favorable aspects which helps in denoting measures as to
which the company is initiating major increase in sales through expansion of business. This also
helps in denoting aspects as to how Sitel Group helps in organizing strategic aspects.
Threats — There is threat to strategies which are framed by the company which affects the sale
of business which Sitel Group is persuading to customers within the market.
Evaluating critical success factors/assumptions that underpin strategic options
The strategic options which have been underpinned with the help of SWOT analysis are
described as to in what manner the success factors and assumptions are being described and this
helps in developing scale as to which the success factors are being analyzed. The success factors
are described as follows -
 Achieving financial performance helps in forming the strategies for future.
 Positive outcomes are generated which helps in analyzing and evaluating the basis as to
which strategies are framed.
 There are five critical success factors are defined as — people, operations, finances,
marketing and strategic focus of the Sitel Group (Banihashemi and et.al., 2017).
 Meeting customers needs is also the best form through which strategies are implemented
and are applied for knowing the basis of steps formed altogether.
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 Quality products and services are produced which helps in regaining the aspects as to
how the Sitel group forms and manages the aspects of growth and development.
 Employee commitment is one of the key factors for Sitel Group to know and form the
basis as to how the company is following the strategies at large scale.
Therefore, the critical success factors and assumptions that underpin the strategic options are
made available for knowing the call center business.
Recommending and justifying a strategic option and accompanying business objectives
Strategic options helps in understanding the aspects as to how the Sitel Group helps in
knowing and accompanying the business objectives which helps in achieving the goals and
objectives of the Sitel Group. There are various advantages of the facts and trends which have
been adopted and are considered for measuring the success scales within company. The strategic
options help in denoting opportunities and threats which are being considered at large scale and
this helps in knowing how effectively and in appropriate manner strategies are being formulated
(Brotspies and et.al., 2019). The Sitel Group should use diversification and expansion of
business which will help in analyzing the business within external environment at large scale.
The business objectives are framed on the basis of diversification and expansion of business
within the market which is denoted for successful business to be carried effectively and in
appropriate manner. It is also recommended that Sitel Group should also frame strategies which
encourages the growth and development of the business at large scale. This will help in
measuring the services which are provided to the customers within market structure.
Identifying change factors by force field analysis for organization
There are five steps which are being described by Lewin's Force Field Analysis. These
are described as -
Step 1 — Defining the desired change — Change is that one aspect which helps in identifying
the aspects as to which all measures of change are to be considered which helps Sitel Group in
channelizing the growth.
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Step 2 — Identifying the driving forces — The driving changes within Sitel Group are both
internal and external. And these are identified as knowing aspects as changes are being observed
and benefits of changes are described.
Step 3 — Identifying the restraining forces — Brainstorming sessions are being evaluated and
this helps in knowing understanding of change leaders and employees. There are also negative
impacts of desired change (Burnes, 2020).
Step 4 — Evaluate the forces — Scoring of the forces is done which are to be ranked between 1
– 5. All driving forces are summed up which helps in knowing aspects of how score is being
summarized.
Step 5 — Action plan — The action plan is being implemented which helps in evaluating and
implementing change. The strategies are also strengthened in this action plan.
Identifying the change agents and proposing a structure for implementation of plan
The change agents are the individuals which are either from inside or outside the
organization who help in transforming the organization by focusing on Sitel Group effectiveness,
improvement and development. The change agents are identified as — continuous improver,
developmental strategist, intuitive adapter etc. The implementation of the plan is being done with
the structure being framed which is analyzed and identified as -
 Preparing Sitel Group for change to take place effectively and in appropriate manner as in
step wise manner.
 Frame the vision and plan for the change so that it can be adopted for the successful
growth of Sitel Group (Gallagher and et.al., 2019).
 Implementation of the change is must that helps in understanding the business.
 The changes are embedded with the Sitel Group culture and practices which takes place
accordingly.
 Progress is being reviewed and analysis is being done at large scale.
The process of the change management and the implementation of plan is framed effectively
which helps in knowing that how the change agents act within the Sitel Group at large scale.
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Developing a monitoring and control system for implementation of strategic plans
The monitoring and control system for implementation of strategic plans is being
analyzed and evaluated by reviewing the work through regular meetings and holding these
meetings so that Sitel Group channelizes which is being processed and this helps in knowing the
basis as to how effectively and in appropriate manner the performance is being monitored at
large scale. This also helps in adapting and reviewing the strategies which are formulated within
the strategies and how the changes are being implemented (Bryson and et.al., 2018). Strategy
implementation is being monitored and reviewed so that the plans which are made for the
strategies to be effectively framed and formulated within the Sitel Group are known at large
scale. The implementation of the strategic plan helps in denoting how effectively and in
appropriate manner. This helps in regularly meeting the aspects of growth and development
which aims in developing the strategy effectively and in appropriate manner. Review meetings
are done for the strategic plan which is being implemented and this helps in knowing the basis
through which all measures are being taken into consideration effectively and appropriately.
Designing key success indicators in order to monitor implementation of strategic plan
Key success indicators in order to monitor implementation of strategic plan are described
as — financial metrics which includes cash flow, profits and revenue. Other than this there are
metrics which are defined as marketing and sales, environmental impact, operational efficiency
and safety. This helps in knowing the basis through which all aspects are being considered at
large scale which helps in evaluating the basis as how to monitor implementation of strategic
plan (Mahmud and et.al., 2020). Key success indicators are being evaluated which helps in
channelizing the aspects as to how effectively and in appropriate manner the strategic plan is
implemented. This helps in evaluating the performance within the Sitel Group and demonstrates
the aspects as to how effectively and in appropriate manner the scale is being identified at large
scale. The main aim of the strategic plan is that the Sitel Group ensures the performance to be
scaled and evaluated at large scale. The strategies within Sitel Group is implemented which helps
in understanding the aspects as to how effectively the strategies are framed. This helps in
determining the aspects of growth and development.
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Distinguishing potential risks during implementation
The potential risk which are identified in implementing the strategic plan are described as
follows -
 There are various competitive factors which is the major potential risk during
implementation.
 There is economic uncertainty which is the risk during the implementation of the
strategic plan and this also affects the growth and development of the Sitel Group.
 There is loss of key personnel within Sitel Group during the implementation and this also
impacts the scale through which all aspects are taken into concern.
 Government regulation is the major potential risk for the strategic plan implementation.
 Delay in project completion is also the risk which creates major problem and this
influences the plan which has been framed (Hopkin, 2018).
 Loss of supplier and distributor is the main risk as the strategic plan needs suppliers and
distributors to know and analyze the scale through which all aspects of plan are being
implemented.
 The changes within the framework and policies of the Sitel Group also affects the
strategic plan. And these become major risk factors when not followed properly and in
appropriate manner.
Reviewing the effectiveness of strategic plan
To measure the efficiency and effectiveness of the strategic plan, the objectives of the
organization are linked with the strategic plan which helps in denoting how effectively and in
appropriate manner the strategic plans are being implemented. Strategic plan is effective when
the resources are allocated in appropriate manner. And the strategic plan delivers the expected
results which are framed and helps in knowing the basis through which all measures are taken
into consideration at large scale which helps in channelizing the strategic plan which has been
implemented for the effective process and working of the Sitel Group.
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Strategic plan when framed effectively helps in planning and monitoring the track of
performance which is to be implemented while tracking the goals of the Sitel Group
(Nonthanathorn, 2021). The strategic plan also helps in mentioning the Key Performance
Indicators (KPI) ensuring the strategic plan to be valued effectively by following all key steps of
the plan which are being framed. When the department and team members of the strategic plan
understand the strategies for the changes to be taken place within Sitel Group, the effectiveness
of the strategic plan is being measured.
TASK 3
Usefulness Of Change Management Model
Change management is defined as the methods in which a company describes and
implements change within both its internal and external processes (Al-Ali and et.al).It basically
includes preparing and supporting employees,establishing the necessary steps for change and
monitoring pre and post changing activities to ensure successful implementation. It is basically a
systematic approach to deal with transition or transformation of an organization's, goals,
processes or technologies. The purpose of change management is to implement strategies for
effecting change, controlling change and also helping the people to adopt the change. Change
management can be used to manage many types of organizational change.
Change management models are as follows :
Lewin's Change management model
This model has three phases which are unfreeze, change and refreeze. Unfreeze stage
ensures that employees are ready for change. Change phase execute the intended change and
refreeze phase ensures that change becomes permanent.
This change management model helps account for both the uncertainty and resistance to
change that can be experienced at all staff levels within an organization. Lewin's change model
will help in describing the following usefulness at the Sitel group. It is easily adoptable by the
employees (AlManei and et.al., 2018). The transition period between the unfreeze and change
steps makes change palatable to new hires and seasonal employees. It requires very few steps
which can be performed within a short span of time.
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But, it can be critically evaluated that this model may create insecurity among employees
of the Sitel group. Employees may tend to get worried about their performance when they her
about a new change. It creates a sense of fear in their mind that whether they may be able to
perform or not with the change which has been implemented in the organisation. Another
disadvantage is the refreezing state. It requires a lot of time to freeze and settle down with the
new changes. As the changes continues to take place in the challenging environment, the Sitel
group may not have the time to get used to the modifications (Cameron and et.al., 2019). This
change model is not detailed enough also. The steps within each stage may be interpreted in
different ways and it is often necessary to “fill in the blanks “using another change model. The
freeze stage of Lewin model may sometimes comes under scrutiny that says it is too rigid
because it “freezes “ behavior that only need to be unfrozen again in near future due to how fast
technology changes and cause Sitel to constantly change to keep up. They may feel that last
stage should be more flexible.
ADKAR change management model
ADKAR is Awareness , Desire ,Knowledge ,Ability and Reinforcement. Awareness
ensures that everyone in the organization understands the need for change. Desire means make
your case so that everyone involved wants the change. Knowledge means provide the
information each person needs on how to accomplish their part of the change process. Ability
means make sure that all the employees have training and skills they need to do successfully
their part of change process (Cieslik and et.al., 2021). Reinforcement means continue to work
with employees and stakeholder after the change is accomplished to make sure they stay on top
of doing things in the new way.
This model may be useful at Sitel group as the Leader and Change management team can
focus on driving individual change. The goals may be clear and outcomes may also be
favorable. It provides a simple framework for everyone involved in the change. It provides a
practical approach to change management not a theoretical (Jayatilleke and et.al., 2018). These
approaches may be useful , but they are difficult to apply directly. Business may not have to
reinvent the wheel. This makes ADKAR model for Sitel group an excellent choice that want
readymade recipes for change. It may be one of the most popular and widely used change
management model for Sitel group as a testament for its success.
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But it can be critically evaluated that as ADKAR focuses on change at individual level,
and because it offers a very prescriptive approach to change management, it may not be useful
for Sitel group. As ADKAR is ready made, this may be beneficial for Sitel group if they wants to
apply something quickly. But this can be a drawback if Sitel group wants to gain a deeper
understand of the field. There is nothing wrong with ADKAR in Sitel group but it may not be
useful if Sitel group wants or needs a different process for change, Sitel group may likely need
to adopt other options.
It may ignores program management at Sitel group and the need to provide clarity of
direction and the steps that are needed to reach the final destination. Only focusing on the right
direction at Sitel group may not be enough to make large scale changes happen. The ADKAR
change management model at Sitel group does not distinguish between incremental change
management and disruptive change management. Another weakness of ADKAR model at Sitel
group is that it does not bring out leadership or management key roles or functions (Galli, 2018).
It ignores the need for leadership at Sitel group to address the emotional dimension. It
may fails to see the macro level of programmed management at Sitel group. This model at Sitel
group also ignores the complexity of change. It ignores the need to have a vision and create a
long term step by step plan, to reach that vision possibly over many years with course corrections
along the way. It is focusing only on the people dimension at Sitel group which may not be
enough to make large scale changes happen.
One Specific Model to support the strategic option:
A change management model offers various uses in an organization. The change
management model such as ADKAR change model and Kurt Lewis change model can help the
company to recognise potential areas of implementation and resistance strategies which are
designed to eliminate and reduce resistance before the change procedure starts (Phadermrod and
et.al). It can also help in creating an effective communication strategy within an organization. It
can provide a guidance to organization which is planning for change and also ensure that the
changes introduced are put in practice. A specific model recommended for supporting the
specific option identified is as follows:
 Kurt Lewis change model: The Kurt Lewis’s change model is the change model which
provides various stages to transform the new behaviours of employees into the
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organization. According to Lewis, the change is a process which entails creation of a
perception that change is required and then moving towards the new behaviours and then
solidify those behaviours as the norms of organization. There are three stages in this
model. The initial stage is unfreezing. In this stage, awareness rewarding the need of
change is created. Before implementing a change awareness is created so that the
employees accept the change and avoid resistance. The next step is change. In this, the
organization moves towards the change or implement the change in its processes. In this
step the change becomes real (Niedderer and et.al). The last stage is refreezing. In this
stage the changes introduced are reinforced, solidify and stabilized in the organization.
This step is considered as important, because it ensures that the employees do not go back
to their previous behaviours.
This model of change is recommended for the chosen strategic option as it will help the
organization in account the uncertainty and resistance to change which can be experienced in
various levels of employees in organization (Quezada and et.al). This is suitable for every
organization a s it can help in developing change strategy as well as communication plan in
company.
A change agent is an individual who aids in transforming a company by focusing on
organizational development, improvement and effectiveness. As per my views he can be the
employee of the company or can be hired from outside firm to offer help in getting the company
back on track by making changes for adapting to changing the environment. In order to make the
change successful, I will start by trust. I need to utilize my leadership skills and change agent
skills for making changes successful. These skills involves patience, active listening, empathy,
positivity, communication, strategic thinking and leadership as well. All these skills will be
needed to become a change agent.
Through active listening skill I will try to understand the opinions of others and their
views on change introduced. Through this the hurdles in change can be analysed (Cameron and
et.al). Change is a lengthy process so I need a lot of patience. One of the most important task in
change management is to encourage the employees in the change plan. For this I will ensure
getting feedback from the employees and take their opinions into account. In organizations a
leader is the one which leads change and makes the other employees to accept the change as
well. Through my leadership skills, I will lead the change. I will strengthen my communication
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so that am able to communicate the needs of change in organization the benefits change will
offer. All the skills will be needed to use effectively so that change can be implemented
successfully in the organization. It also helps in creating an effective communication plan as
well.
The skills will help me in knowing how effectively I am able to initiate change within
organization so that the strategies within organization are effectively implemented. With the help
of my skills I will be able to improve my skills and this will help me knowing myself much
better. With the help of leadership skills, I will be able to take the initiate which will be towards
changing how effectively and in appropriate manner will be able to channelize my leadership
skills. The main skills which are mentioned are patience, active listening, empathy, strategic
thinking, communication will help me in knowing the basis through which all aspects are
considered in improving the leadership skills (Ali-Ali and et.al., 2017). I will be able to initiate
the changes which will be adopted by me and these skills will also help me in knowing my
strengths, weaknesses and other leadership opportunities which I will be taking concern of.
With the help of the skills, I will be able to initiate the leadership skills which will help
me in knowing my capabilities and abilities. The change skills and leadership skills will help me
in providing suggestions for the organization which will take place effectively and in proper
manner. These skills also help in improving the performance through which my communication
and leadership skills will be known and observed. This will help me in knowing and making the
work and performance more appropriate so that they are being delivered within the organization
at large scale (Cameron and et.al). For making changes within organization, I need to utilize my
leadership skills and change agent skills so that I am able to deliver the best of my performance.
With the help of imbibing good leadership skills, effective strategies will also be formulated
which will help me in knowing the strategic plan and what are the other requirements which are
to be fulfilled at large scale for the growth and development of the company.
For becoming a successful change agent, I will be able to initiate the skills which will be
required by the organization so that my abilities are being effectively utilized within framework
of the company. This will also help me knowing the aspects through which I will be able to
deliver the skills and abilities in knowing how effectively and in appropriate manner company is
working and what are changes which are still needed in me to improve my performance at large
scale so that performance is not hampered and I feel motivated throughout delivering my role
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and responsibilities. Therefore, I will be able to make and initiate the necessary changes which
are required by the company with me delivering my role and responsibilities by incurring the
skills effectively and in appropriate manner (Quezada and et.al). The main aim of the leadership
skills and by being change agent, I will be able to analyze and evaluate my performance and
what are necessary changes which are to be taken by me so that there is no hindrance of the
negative impacts which may impact the organization.
CONCLUSION
Thus, it is concluded from the above report that relationship between operational
strategies and organization's corporate business was described. Strategic model was used for the
organization. Critical success factors and assumptions were being described for the strategic
option which was underpinned. Recommendation was being provided for the strategic option and
the business objectives which were being accompanied. Change factors were being analyzed by
the help of Lewin's Five Force Model for the Sitel Group. Change agents were being identified
and structure of strategic plan. Monitoring and control system for the implementation of strategic
plan was being developed for Sitel Group. Apart from this, reflective essay was being described
for the change management.
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