BSBINN601 Lead and manage organisational change
Evidence of the ability to:
To complete the unit requirements safely and effectively, the individual must:
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the creativity and innovation and include access to:
CHANGE ANALYSIS & PRESENTATION
There are two parts in this assessment. Part A should include the analysis and Part B should include presentation with slides attached.
|PART A – CHANGE ANAYLSIS|
Computer company Microsoft have developed some of their technologies for businesses and are now marketing their new ‘multi-touch, multi user’ Microsoft Surface device to industry clients. Your organisation is an imaginary restaurant near the Surfers Paradise beach and you are the general manager of the restaurant. Your restaurant has 200 seating capacity and specialised in seafood and grill menus. You have 20 waiters and 4 shift managers that are rostered in a week.
In this assessment you are to complete and answer the following points in your own words.
Suggested word count: 2000 words however this is a benchmark only
|PART B – PROJECT COMMUNICATION AND PRESENTATION|
Assume your trainer is the owner of the restaurant and your class mates as the employees of the restaurant. You may also need to assume that your employees include front staff members and kitchen staff members.
Prepare a 15 slide PowerPoint presentation to communicate and justify the change project and change management strategies you have developed to introduce the new Microsoft Surface in your restaurant to automate the whole process. As mentioned, you change project will automate not just the customer ordering and transactions but also your inventory/pantry ordering to your suppliers.
Your presentation should address the components of the Assessment Criteria table.
The benefit of the new Surface Pro, which has been launched by Microsoft has an interactive edge over its use. The primary benefits include the use of the Microsoft Surface for interactive use by multiple users of the device. The use of technological improvements by the software giant is only limited by the imagination of the users. The businesses can also use it for connecting with the employees or can also be used to take orders or services form the customers. The revolutionary idea has several benefits which can be summarized as follows:
The applications of this technology are dependent on the use of the benefits to the advantages of the device. They can be taken in stride, and the use of the Surface device has numerous applications in the personal and professional sphere. The professional use of the Surface can be expressed in the following ways:
If the Microsoft Surface is introduced in the restaurant, the business would definitely improve, albeit with some positive or negative impact. The wait staff would not have to be subjected to the whims of the consumers, and they can provide the order on the table when the order has been placed by the consumer at their own leisure. The kitchen staff can also prepare the dishes immediately when the order has been placed without delay, which would save critical time required for service. The orderly fashion would also help the kitchen staff to keep track of the order and not miss any details which have been mentioned by the user. In general, the business would improve as the comfort of the users to place the order whenever they are ready without the nagging of the wait staff improves possible customer satisfaction. The reduced service time is also an advantage the use of Surface provides to the business. The minimal interaction of the customers with the staff of the restaurant would also remove any chances of misinterpretation, which is directly related to the primary cause of the discomfort.
The restaurant can use the Microsoft Surface at the tables for being of use to the consumers of the restaurants. The benefits of the use of the Microsoft Surface include several facets. Some of them are:
I do not expect much resistance from the restaurant owners as they would be looped in for the Surface to be included in the restaurant. The benefits of the use of Surface would be explained to them prior to the instalment. Moreover, the few resistances which could arise for the end of the owners is that the success of the technology and contingency in case of technical problems. It is subject to the acceptance of the Surface by the consumers, which can be installed as a trial basis with the option of traditional orders and Surface enabled orders. This would show them the expected results of using technology.
There is a section of the employees who could resist the change as their relevance and need for the restaurant may be reduced by the use of the Surface in the restaurant. For example, the number of wait staff can be reduced, and the efficiency of the staff would be improved. However, the conflict in the restaurant may stem from a misconception that the Surface would be installed to replace them, but truly the technology is to improve the exposure of the business to foster better consumer satisfaction (Dempsey 2016). The employees may not be skilled in the use of the technology and also offer some resistance which can be solved by providing proper and requisite training to them.
The customers of today’s digital world are well versed in the use of technological gadgets in the house as well as on the professional front. So, it is perceived that there would be not much resistance from the end of the consumers. However, the resistance is not scot-free, and some of them might face difficulties in using the technologies for which technical assistance would be provided by a wait staff whenever they need. I think the consumers would be happy that they are given the privacy to order their food at their own pace and time where they are not rushed by the wait staff.
‘Kotter 8-Step Change Model’ strategies to reduce conflict and uncertainty
The use of the Kotter 8-Step Change Model can be used by the restaurant to resolve uncertainties and conflict due to the change in the restaurant. They are:
Figure 1: Kotter 8-Step Change Model
(Source: Tremolada, 2019)
The use of the Kotter’s 8-Step Change Model can thus be used by the restaurant to develop an effective strategy for the restaurant to follow to mitigate and reap the benefits of the technologies in the future.
As the general manager of the restaurant near the Surfer’s Paradise beach, it is essential to develop a change management project plan for introducing the new multi-touch, multi-user Microsoft Surface in the restaurant to automate the whole process. The implementation of change management project plan for Microsoft Surface would not only transform customer ordering and transactions but also the inventory and pantry ordering to the suppliers. The details about the change project and change management strategies have been provided below.
It is the objective of the restaurant to increase the level of customer satisfaction through high-quality service. It is also essential to increase the profit revenue of the restaurant through proper management of staff members and resources (Jogaratnam 2017). The internal and external environment have to be analysed with the help of major stakeholders to identify the requirements and opportunities for changes that support the organizational objectives.
There are several opportunities for changes that should be prioritised by consulting with the managers of the restaurant. They are as follows.
The change management project plan for priority changes include the incorporation of resource requirements, risk management and timelines described below.
The resources required for change management project plan includes financial resources to install the multi-touch, multi-user Microsoft Surface in each of the restaurant tables, kitchen, pantry, storage rooms, etc. It is also necessary to hire a tech professional to form a network between the MS Surfaces so that they can operate as an automated system.
When introducing MS Surface, there are some risks as well associated with it. This might range from untrained staff members unable to operate the device and hence able to comply with the changes (Uhl&Gollenia 2016). Moreover, it is necessary to provide maintenance to the automated system to prevent it from malfunctioning.
|Installing the Microsoft Surface devices all across the restaurant||1 month|
|Train employees about properly using the device||1-2 months|
|Restructure the business model||1 week|
|Reassign tasks to staff members||1-2 weeks|
|Hire IT professional for maintenance||2-3 days|
|Notify suppliers about the automated inventory management system||1 week|
Communication is the key to implement organizational change through change management strategies. It is necessary to make psychological and sociological changes to modify group cultures. The staff members should be encouraged to establish new skill sets, knowledge about the device and gain experiences from service. A two-way communication process is necessary to get feedback from the employees and help them with their grievances (Hornstein 2015). Finally, rewarding employees for their hard work and promoting continuous learning process is essential for the business.
After introducing Microsoft Surface in the restaurant, it is necessary to restructure the business model as automated digital system would require reassigning jobs to the staff members. Instead of using too many front staff members, they can be shifted to kitchen services to make the cooking service faster. Moreover, it is necessary to train the staff members on using the new device so that customer demands and transactions are operated smoothly. A staff member should be assigned to oversee the inventory management that is now automatically done by the device. It is the responsibility of the staff member to notify the suppliers for the required products that is short in the inventory.
The only barrier to change is the staff member’s inability to adapt to the changes and failing to acquire skills to use the digital device system.
The change management project plan covers all the necessary requirements needed to implement the automated system through Microsoft Surface device. The training of staff members, modification of business model, reassigning of tasks and promoting digital organizational culture make the plan successful.
The process for communicating the change to the employees include providing them the following information.
Introducing a continuous learning in the organizational culture helps in implementing change strategies easily. The organizational behaviour of the restaurant is dependent on the psychology of the employees and their willingness to adapt to changes (Osland, Devine & Turner,2015). If the employees are trained effectively, implementing change strategies would be much easier. Moreover, external environment like customers and suppler attitudes also determine the success of the change strategies as well.
Component of the change management plan:
It is important to include the vital component in the change management plan such project sponsor, objectives, change rationale, stakeholders, action plan, resources, feedback.
it is important to introduce the entire project in the change management plan and in that case restaurant must need to describe the purpose of the change and introduce the project properly, apart from that clear objectives must need to be set so that employees can understand the importance of the project. Proper budgeting is also important component to sustain the project. On another hand proper action plan should have to be included so that implementation of the Microsoft surface can be done systematically.
Potential barriers to change and explain possible strategies
In that case the barriers of the project are many but the main one is the lack of understanding of the software which will lead to the failure of the project. Beside this lack of effective communication could be the potential barriers to the change which can hamper the entire change process directly. Side by side inefficient management is another barrier that could hamper the progression of the change.
Strategies to address the barriers:
Communication: Management of the restaurant should have to communicate with the workers so that they can understand the importance of the change and can get the exact information. It is essential to create an effective change management process.
Understanding the need: It is important for the restaurant to make the employees understand about the project effectively because without understanding it is not possible to involve the employees to the process properly.
Leading the employees: Proper leadership is needed to maintain the sustainability for the project because employees always tried to avoid the change but in order to involve the employees an efficient leader is required ho can guide the employees properly.
It can be stated that the change management project plan can be implemented successfully of the restaurant can maintain the organizational behaviour and attitude of its employees towards change. Using open two-ended communication would also help in making the change plans and introduce Microsoft Surface for automating their entire process in the restaurant.