Case Study Employees at the People's Bank do not trust management and there is a shared perception that information is not shared and communication within the organization is inadequate. On January 14th 2018, Roxanne Padmore was assigned the task of selecting and implementing an investment management software at the People's Bank. The software was intended to eradicate the need for paper and enhance the execution of transaction between various departments. Some of the eventual users of the software included the compliance, audit, investment execution and wealth management departments. The team selected for implementing the software comprised primarily of personnel from the wealth management department. The software selected by Ms. Padmore and her project team is now being used by the organization. At the end of the implementation process employees complained that the software selected was not user friendly and the software previously used was more effective. Employees also indicated that although Ms. Padmore surveyed the organization on the preferred choice of software, the eventual choice was not the best and cost millions of dollars. The software chosen by Ms. Padmore and her team was the leading brand in many developed countries, used by many banks and the Journal of Investment Management Software stated "it was highly effective and lead to long run cost savings". However, employees have indicated that the software was not user friendly and has many deficiencies. Furthermore, the use of the software prevents employees from fulfilling critical job functions. Moreover, John Smith an employee in the Compliance Department stated that "the software did not take into consideration the peculiarities of the Caribbean and assumed that one size fits all." Ms. Padmore and the wealth management team that were responsible for implementation have all left the organization.

 

a) Evaluate the situation above using a change management model. (10)

 

b) Discuss how trust may be cultivated at the People's Bank. (5)

 

c) Assess the characteristics that would be necessary for a change agent to succeed at the People's Bank? Propose strategies to ensure the success of the change agent. (5)

 

d) Evaluate the importance of communicating in effectively managing change at the People's Bank and recommend a communication policy that should be adopted (10)

 

e) Discuss with the appropriate model what steps can be undertaken to reduce resistance to change at the People's Bank. (10)

 

f) Discuss three assessment tools that can be used at the People's Bank. (5)

 

g) How can SIPOC be used at the People's Bank (5)

 

h) Recommend polices or measures to foster innovation at the People' Bank. (10)

- Lewin's change model of ;unfreezing,change and refreezing

-A good communication system is supposed to be developed at People's Bank

-qualities of a good change agent;flexibility,knowledgeable,responsibility

-Communications helps stakeholders understand the change hence less resistance

-Kotter and Shcesinger model to reduce resistance in change

-Tools to measure change progress;interviews,focus group,surveys and questionnaires

-tools to increase innovation;bench-marking with the best,promote innovative culture,promote teamwork

Step-by-step explanation

Lewin's change model can describe the situation above in an appropriate way.It involves three steps that is;unfreezing,implement the change and refreeze.unfreezing means realizing that your company needs change and evaluating in depth the old way of doing things.It also involves making all stakeholders aware of the change that is about to be implemented.A need for change should be explained and the benefits of adopting the new process.In this case,People's Bank did not do the unfreezing well since they did not inform the employees about it instead they used wealth management team who were not the eventual users of the software and had no much knowledge of it.Adopting the new software at People's Bank would lead to effectiveness of work and long term costs savings in the organization.After this,the organization should implement the desired change and guide the employees in getting used to the change.Employees who had implemented the change had already left the organization hence no one left to consult from.The last stage include refreezing.After implementing change necessary reviews and follow ups should be made regarding the change in the organization.That lacked in People's Bank since the ones who brought the change had already left .

b) The management at People's bank should develop a good communication system and clear all the false information given to the employees.They should also work on building trust since its earned.They should also involve employees in decision making. Management should seek to be consistent by doing what they promised and with time trust will be cultivated.

c)An important thing that adds to the success of a change agent is the relationship between them and the decision makers of a company.Any change agent should have some vital characteristics to bring a good change to an organization.They should be flexible,knowledgeable,result-oriented,responsibility and ownership of mistakes and good listener.When a change agent meets all these qualities then they will succeed in their change process without much resistance.Flexibility means that the agent should not be too rigid in applying only one way of change if one fails then they should have an alternative.Leaders are readers hence agents should exhibit possession of great knowledge by reading and gaining knowledge not only in one area.Managers as agents should take responsibility for their mistakes and stop passing the blame to others as this breaks the trust.

d)Communications is vital in implementing change since it helps stakeholders understand the change .It also makes employees to feel as part of the organization since they are informed of the happenings of the organization.It also curbs fears that comes with the change process.People are naturally resistance to change due to some fears and after clearing them out , then it will be well implemented.It also guides employees on the role they will play in the change process.At the People's Bank the employees had not been involved about the change hence the delay in its implementation.I would recommend downward type of communication in People's Bank so that the management can give orders and guidance to the employees.I would also suggest upward communication so that employees can raise their grievances to the management.

e)We will use Kotter and Schlesinger model which has six steps to reduce resistance to change in any organization.The first way to reduce resistance is through effective communication about the change that is about to take place.All stakeholders should be mentally prepared for the change that is to occur .When someone is aware of something then thy are likely to show minimum resistance.

There is also making those who are likely to resist take part in making the change.That way they will not oppose something that they have designed themselves.

For a change to be well implemented then it has to be supported by all stakeholders in the organization.It can be emotional support or training and developing employees for the skills they will need for the change.

Negotiation can be a faster way to counter resistance for change.You can decide to have a meeting with potential resisters and give them a token for them to accept change.

Manipulation means using information to make potential resistors to be by your side.You can give resistors a role in the change management in the People's Bank.

Explicit and implicit coercion means to literally threaten resisters to change if they continue resisting there will be great consequences.

f)People's Bank can use tools to measure the progress for change.They can use interviews,surveys and questionnaires,focus group and flow chatting among others.Interviews are a good way of sourcing information.Although interviews are confidential ,some people might exaggerate.

Focus group involves bringing some people who share something in common to interact and share their experiences and anything they would wish.You can select a group by just a common basis and you can get more information because people are more open in groups.

g)SIPOC can be used to define measure and analyze a change process in People's Bank .First you define boundaries and how a change will begin and end.This can be done by involving all stakeholders.

h)Innovation refers to coming up with new ideas.Organizations should foster innovation by leading. Managers and leaders are the mirror of the other workers in an organization.They can also ensure that an innovative culture is maintained by recognizing employees who are innovative.An organization can also promote serious teamwork to foster innovation since when people are together they think much.The employees can also go and learn from the innovators and imitate them.