BSBINN601 Lead And Manage Organizational Change - Assessment Task 2

Assessment Task 2

Part A
Now that you have been briefed on the organizational changes to be made, you have been requested to prepare a report with the purpose to promote the proposed changes to all members of the Senior Management Team.
The report is to:

1. Outline the reasons for organizational change. Include strategic change needs, new vision and external factors.
2. Communicate the expected benefits to ‘Bayside Call Centre’.
3. Review and explain the expected costs of implementation. Indicate if the costs are within the set budget and explain overall cost benefits.
4. Identify which existing policies and procedures/ documents relevant to the change need to be reviewed and updated.
5. Undertake cost-benefit analysis.
6. Identify the proposed changes. Include major operational changes, performance requirements and business opportunities.
7. Identify risks associated with the change.
8. Review and prioritize change requirements or opportunities with relevant managers.
   (P.S: See The format in Annex A)

Part B
In your simulated role of Human Resources Manager, you have also been requested to ensure you have a plan to manage the change process. The CEO has requested a ‘Change Management Project Plan’ to be developed that can be presented at the next Board meeting. This plan must gain approval from the Board prior to implementation:
The ‘Change Management Project Plan’ must include:

1. Project timeline and timetable
2. Identification of barriers to change and proposed mitigation strategies
3. Resources required – human and material
4. Management requirements
5. Consultation, reporting and monitoring requirements
6. Action interventions and activities
7. Evaluation measures
   (P.S: See the Format In Annex B)

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Part C
Your Change Management Project Plan has been approved by the CEO and Board of directors (Part B). You have also facilitated a meeting with a small group of Bayside Call Centre staff members to discuss the upcoming organizational changes (Task 3). As the Human Resources Manager, you will now implement the Change management action plan for Bayside Call Centre. Your implementation will include the following:

• Project timeline and timetable
• Roles & Responsibilities
• Performance indicators
• Reporting and monitoring
• Evaluation measures
• Review and opportunities for improvement

You can use the Implementation Plan template provided below to document your answer.

Part D
You are now to assume the changes have been implemented and the call Centre has introduced the outbound calls service. Implementations of the business changes have been underway, and the Change Management Project is now ¾ completed.

You have undertaken consultation with all staff and managers to review the commitment and progress to the Change Management Project Plan. It has been identified:

• 7 Call Centre Representatives have resigned due to not wanting to conduct outbound calls. This will mean that the Call Centre will be understaffed once the new client project commences in one week
• Many Call Centre Representatives feel ill- prepared and not adequately trained to conduct outbound calls. They have not participated in any training regarding the features and benefits of the new client’s products
• The IT Manager has realised that the computer and telephone system requires an upgrade to increase the number of outbound calls that are conducted concurrently by different Call Centre Representatives. The upgrade will cost $5000.
• The new client has indicated their satisfaction with the service and the increase in the cold call sales. This identifies the service is working.

The Board of Directors would like to know if the expected outcomes are on the way to being achieved. Write a Report and describe the issues, you will raise in your communications with the Board of Directors. You might include:

1. Critical evaluation of how the change process is being managed
2. Feedback from evaluation and review
3. Unexpected outcomes
4. Any project modifications
5. The progress of strategies to implement the change