MNGT9000: Work Integrated Project - Change Intervention Report

This report analyzes a change intervention within an organization, focusing on a decline in sales attributed to slow customer response times and a failure to adapt to industry trends. The intervention involved identifying skill gaps among sales and customer service staff, leading to training and development initiatives. The report examines the reasons for the change, the areas of the organization affected, and the feelings of those involved. The outcome of the intervention is assessed, including whether the change was successful, the improvement of employee performance, and the enhancement of brand reputation. The report highlights the importance of change management principles and policies in addressing the sales decline and improving overall business performance. The report concludes that with the management of change facilitated with the help of training and development sessions, their performances would improve along with the enhancement of brand image and reputation.

The interview is as follows:
1. Please tell me about a situation in your workplace that resulted in some form of
change
I personally think that the sales level has fallen due to the higher response time to the
customers and not being able to match up with the trends of other companies. We have
monitored the performances of each and every individuals within the workplace and have
found that they lacked certain skills and knowledge, because of which, they have been
unable to deliver the right customers’ services and the response to their queries about the
concerned products and services delivered. Due to this, we have lost many customers,
though we do not blame them for everything, but still, there is necessity to keep them
motivated and ensure that they are motivated properly to perform to their potential and
make sure to deliver the best quality services to meet the demands and expectations,
furthermore, aim at gaining competitive advantage through resolving of issues and
challenges experienced.
2. As a result of the event, what was seen as the main reasons for this need for
change?
Firstly, I would like to say that the retail chain industry in Australia has been highly
competitive due to the presence of multiple retail companies. With the presence of businesses
like Coles, Aldi, etc., the competition has been quite high and their response rate to resolve
the queries and concerns of customers have been quite satisfactory. We have monitored the
performances of other businesses and have found that due to the good quality customers’
services, many of them have remain inclined with that specific brand and made purchases
from there rather than our company. We deeply regret for our mistakes that we did not focus
much on the training and development aspects, which could have strengthened the skills of

the sales staffs and also the employees present in the customers’ services department. At the
present era, competition is natural and thus keeping up with the latest trends is a necessity for
every businesses to gain growth and attain new heights of success. After monitoring the
workforce performance, we also found that many of the employees lacked certain strengths
and were less motivated and interested in carrying out their job roles and responsibilities,
which also deteriorated the overall business performance and thus failed to respond to the
clients; queries quickly. This even created a major negative impact on our brand and sales
declined.
3. What areas of the organisation had to then consider to implement change?
The major areas that are considered to implement the change are the sales department and
the customers’ services department. It is also important to focus on the management of
change management policies and principles.
4. Why was it necessary to deal with the change situation?
It is necessary to deal with the change situation for making sure that the areas of weaknesses
of the employees are identified and it is also to make sure that their knowledge and skills are
improved.
5. How did you and others a) feel about the proposed changes? b) deal with the
changes? c) What did you have to do?
I personally feel that the proposed changes would bring immense improvements not only in
the form of enhancement of skills, but also for the purpose of developing a good culture and
effective communication process too. I would provide training and developmental sessions
for improving their skills and knowledge.
6. What was the outcome of the change intervention?

It would be quite beneficial to monitor the performances of workers and at the same time,
keep record of their opinions and feedbacks regarding their interests and areas of weaknesses
that are needed to be improved. Focusing on various activities that could keep them
motivated and empowered to perform to their potential could also be effective. I would like to
recommend the employees to abide by the change management principles and policies to
ensure that they become accustomed with the changes within quick time, furthermore,
overcome the issues that are likely faced such as the sales decline and poor brand reputation.
The current situation sparks the necessity of immediate change management actions to stop
the sales decline and bring improvement of sales revenue by prioritising on the enhancement
of skills and knowledge among the employees of our company. The management of training
sessions and understanding their needs for development would facilitate their developmental
needs and allow them to grow with the organisation making them adjust with the new
restructuring and formulation of new policies and principles too.
7. Was the change intervention successful?
Yes, the change intervention would be successful considering the fact that with the
management of change facilitated with the help of training and development sessions, their
performances would improve along with the enhancement of brand image and reputation.
The employees would be motivated and they would learn to work as an unit, which could
develop a healthy work culture too.