Managing Change Paper In business today it is notable that change is no longer a variable but an ever-changing constant. As it relates to “managing change” for companies business models, then the majority of them are substantiating this theory of change. If change is managed properly, then it can be a rewarding experience for company’s employees, managers, shareholders and customers. “In order to do this effectively, there is an element of foresight required, which is a complex and conflicting process of analyzing, experiencing, interpreting, and absorbing uncertainties” (Brown and Eisenhardt, 1997). Compare and Contrast Continuous and Discontinuous Change There are two methods Target can choose to implement change to increase the customer …show more content…
In the case of Target addressing customer satisfaction and consumer confidence it is necessary to use both an internal and an external change agent. Feedback from actual consumers is necessary in order to gain an understanding of the issues impacting, positively and negatively, the shopping experience. The strategy in which to combat the negative aspects is best led from within as it is the leadership and management of the organization that can best assess the strategies in place and mold them to allow for compliance with the feedback provided by shoppers themselves. Target 's consumer feedback strategy is not too unlike many others in the industry. Customers are selected at random and asked to share their experience on a survey. In order to entice shoppers to complete the survey, incentives are offered. Shoppers willing to provide their feedback are entered into drawings for two different gift cards ("Inform Target Guest Satisfaction Survey", …show more content…
They have survived merely due to using a model of business that has sustained them. However, they will need to continue to focus on change management in order to seek out needs of the business, reduce risks, creativity, and implementing change that favors the customer’s needs. The Target Company will need to make the necessary changes that will heighten the customers shopping experience. Their business change management business model needs to reflect if either or both incremental or second order change is best for them. It is in the best interest of the company that they gage and leverage customers feedback via in-store personal experiences, random surveys from direct customer communication, online feedback, and manager escalations in order to find out how they can use these tools as continuous improvement methods. We also concluded that The Target Company will cushion and position the business better if they use both external and internal change agents either from within or outside the company to strategize a new prospective and think outside the box with ideas to increase customer satisfaction. By also soliciting the voice of the target customers, they will understand what the customers like and dislike about their overall experience. Change Management is vital and critical to this organization and will thus prove to be a
“The Heart of Change,” by John Kotter and Dan S. Cohen can act as a diagram for any organization facing challenges that come with implementing change. In the 21st Century in order to stay competitive with your competitors you have to implement changes, new systems and approaches to keep the organization relevant. With changes there comes errors that a company may encounter, sometimes these errors if not fixed can make the change within the organization impossible. Employees are reluctant and can’t see the views or their leader, and this makes change unsuccessful. That’s where Kotter’s eight step change model can give an organization a guideline and understanding of some of the challenges that they may encounter with change. Comparing Kotter’s
Target managers felt that they needed to be constantly in tune with what the customers wanted and anticipate trends and demands. Target developed an image and displayed products that matched it's customers lifestyles and created enhanced merchandise displays. It offered a mix of private labels and innovative layouts and displays. With advertising and inshore presentations target consistently convey the message that it's collections are clean, fresh and in style. It also stressed that goods are priced right and convenient to buy. These messages were through TV Ads, Points of Sale, Signage and Merchandise Displays. They added more value by time spent by the customer in buying. Effective communication helped in average customers per
This paper will be broken down into six sections profiling each critical part of implementing and managing change in an organization. The sections included are; outline for plan creating urgency, the approach to attracting a guiding team, a critique of the organizational profile, the components of change, and how to empower the organization.
The difference between Continuous and Discontinous change is Change happens continuously over time. Discontinuous change is unexpected and can be abrupt. Ashford and Lecroy discusses theories and controversy in the Life-Span perspective section as this relates to research of whether discontinuous or continuous change are traits or propensities. An example of a continuous change is an individual that is diagnosed with Substance Use Disorder and has a family history of substance use. Member is receiving services and the efforts to make positive changes in their life to maintain sobriety takes time. This is a continuous change that is a slow process but ongoing. A discontinuous change would be that another individual finishes SA services in
Changing situations throughout the world affect all organizations in business today. Therefore, most organizations acknowledge the need to experience change and transformation in order to survive. The key challenges companies face are due to the advancements in technology, the social environment caused by globalization, the pace of competition, and the demands regarding customer expectations. It is difficult to overcome the obstacles involved with change despite all the articles, books, and publications devoted to the topic. People are naturally resistant to fundamental changes and often intimidated by the process; the old traditional patterns and methods are no longer effective.
The contemporary business environment is dynamic, ever-changing and increasingly competitive. Their is potential for success, but even more for failure. Businesses are heavily influenced by the changing organisational environment and this intern creates much uncertainty for managers and organisations. With increasing uncertainty in the external environment, the more important it is that managers engage in continual planning. (Robbins 2012 p. 32) Businesses must be flexible and evolve in accordance with their external environment.
...ustomers, there are difficulties too, with the first being development of a customer satisfaction measure that has validity. Surveys on customer satisfaction are not reliable indicators of purchase intent or the probability of a repeat business. They are either poorly conceived or conducted, do not measure the right activity or fail to assess satisfaction or relative value many a time (Reichheld, 1996). Another drawback is that, if undertakings aimed at measuring satisfaction of customers overwhelm other indicators of strategic performance such as the ones concerning success of a new product or learning in an organization, the management will likely shift its focus to only the short-term, in turn discouraging risk-taking in the development of products and processes, only leading to incremental improvements as per (the) current products along with service activities.
The article addresses the issue of being successful in a highly uncertain business environment. Some managers prefer to play it safe by adopting a wait-and-see strategy while others may invest in flexibility that allows their companies to adapt quickly as the market evolves. The companies sometimes neglect the fact that having a successful strategy depends on several factors, including their industry position, assets, or their willingness to take a risk in investing in such strategies. The paper introduced some of the tips and terminologies that could help managers facing uncertainty decide on whether to play safe or bet big. The traditional practice is to put a vision of predicted future events
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
In business, when we approach change, whether it is about cost reduction, merger or supporting a new technology we need to treat it as a seriously disruptive and stressful activity for all involved especially those leading the change.
We claim that it is the customer's entire experience with us that determines his or her declaration of satisfaction. We say that this experience is not objective at all but totally subjective. It is the customer's call. That call is based upon the customer's perception of the experience. This perception is his/her interpretation of the value received played back against his expectations.
Change is a constant and ingoing process in an organization. Change can be defined as one of the many characteristics of organization development. The change efforts are based on the analysis of particular problems and their purpose is to attain specific goals. Change is not an easy thing to implement and anticipate. It is a difficult and a challenging process; therefore the management has to take certain steps in order to prepare them for antedating the change in business environment. The senior management can prepare themselves for a change through studying and researching about change, by having a sound awareness about the change process and by understanding the necessity of change and by being mentally tough about the change process. All in all, a constant change is ...
The world is constantly changing in many different ways. Whether it is technological or cultural change is present and inevitable. Organizations are not exempt from change. As a matter of fact, organizations have to change with the world and society in order to be successful. Organizations have to constantly incorporate change in order to have a competitive advantage and satisfy their customers. Organizations use change in order to learn and grow. However, change is not something that can happen in an organization overnight. It has to be thought through and planned. The General Model of Planned Change focuses on what processes are used by the organization to implement change. In the General Model of Planned Change, four steps are used in order to complete the process of change. Entering and Contracting, Diagnosing, Planning and Implementing, and Evaluating and Institutionalizing are the four steps used in order to complete the process of change in an organization. The diagnostic process is one of the most important activities in OD(Cummings, 2009, p. 30).
Preliminary Starbucks – one of the fastest growing companies in the US and in the world - has built its position on the market by connecting with its customers, and creating a “third place” beside home and work, where people can relax and enjoy themselves. It was the motto of Starbucks’ owner Howard Schultz and, mostly thanks to his philosophy, the company has become the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there are shown some concerns, that the company has lost the connection with customers and it must be taken some steps to help Starbucks to go back on the right path regarding customer satisfaction. I will briefly summarize and examine issues facing Starbucks. Starting from there, I will pick the most important issue and study it from different positions.
Globalization and economic slowdown has made businesses subject to a great deal of uncertainty. In this time of rapid change, economies worldwide change rapidly, new markets open up and old ones change, and demand for products is often uncertain. As such, businesses must be flexible and adaptable in the types of methods that they use...