Task 4. Develop change management strategy
There are two Case Studies for this assignment.
1.
The wayward restaurant
You are an area manager for a fast-food restaurant chain. One of your restaurants is underperforming in terms of:
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Poor management
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Poor customer service
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Underperforming in terms of profit month on month.
You have also received numerous customer complaints about:
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Customers being left waiting for too long
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Rude or unresponsive team members
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Order errors
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Staff leaving early and arriving late for shifts.
On further investigation, you have established that members of the service team are being allowed to leave early on their shifts and are not getting reprimanded when they arrive late. They often talk amongst themselves when customers are waiting in the restaurant.
These actions are affecting the day-to-day operations of the restaurant. The restaurant is underperforming month-on-month in comparison with similar size restaurants in the chain.
Your company objective is ‘to improve customer and operational services’ and you need to address the issues of poor leadership and incompetent staff in this restaurant.
2.
The rebranding
You run your own business in painting and decorating. You have recently decided to rebrand your business. This is due to another painting and decorating company with a similar name that receives negative feedback and has a bad reputation. You have found that customers are getting you mixed up and are leaving you bad reviews instead of them.
Rebranding seems the most appropriate action to deal with this situation; to disassociate yourself from the negative publicity.
However, to achieve the rebranding you will need to:
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Be prepared to spend money on it
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Rename the company
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Reconsider the logo and slogan
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Change the signage on your company vehicle
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Contact all current customers to inform them of the changes
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Work to rebuild the new brand identity.
Download and complete thisStrategy template
in which you address the performance issues in one of the restaurants in a chain as well as the need of a big change for the painting and decorating business - to rebrand.
5. Implement change management strategy
Investor support for a T-shirt business.
Just over a year ago, you started a small company selling promotional T-shirts to clubs in your area. It's grown and you now have seven employees. You have recently found that staff are struggling to meet orders and you've noticed rising costs in running the business - especially around administration. Brooke and Adam work in orders and accounts administration and are often working overtime in order to process orders, invoice clients, receive payments and flag orders as ready for shipping.
At the moment, the processes are very manual, time-consuming and unsustainable. They also create a lot of work for Bob the financial officer who has to go through hard-copy order books and payment records in order to track the business's income.
You need to make some operational changes to ensure the business can run more smoothly and continue to grow. You need money for this. You also need to ensure that the staff are prepared for any upcoming changes and able handle the business's growth. Your business advisor has told you of a similar business to yours with a greater turnover and which has the same number of staff, thus suggesting that you already have enough staff.
You don't have a huge cash reserve to deal with this issue but you do have investors who believe in the business. The investors have said they will help you with the required funds to ensure the company runs smoothly and can progress. They want to know what resources you will need in order to manage the company sales and finances. They also want to know how you will report back to them and keep them updated on progress.
Further to that, once the funds are available and the new resource/s you suggest to solve the issue are in place, a plan needs to drawn up to prepare your staff for the changes.
For this task you should work with peers who are to role-play as Brooke, Adam and Bob - the financial controller. Between you, discuss the issues the business faces and some possible solutions. You should then
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Briefly describe the changes required.
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Briefly determine the overall objective of the change.
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Outline the tasks required to implement the change.
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List the human resources required. Who will be responsible or involved?
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Determine an appropriate timeframe for implementing the change.
Download and complete this template:
BSBLDR601 Task 4 Template Strategy