TNT Change Management Assignment Help
Introduction:
The organization undertaken for the research is TNT delivery express operating in Australia. It delivers the goods from the domestic destination to overseas region by sea, rail and road. The services of TNT began from Germany and got expanded to states and other Australian countries. Almost nine package delivery companies were acquired by TNT (UPS) and finished its network of Australian ground by acquiring five delivery companies. TNT has managed to survive in the global economy by responding optimistically to the changes in the business environment and adapting itself to the environment for sustainable development.
Change Management At TNT
TNT updated its services and offerings to cater to the businesses and individual entity globally and reach the market worldwide. TNT enhanced its customer service to provide them with ease and also introduced a concept of reordering in case of non-delivery of the product on the specified date of delivery. TNT has adopted the trend of continuous innovation by thoroughly updating and advancing its operations and also implemented employer of choice. TNT is committed towards sustainable environmental footprints and duly respects corporate citizenship all across the world. TNT made changes in its functionality by enhancing its leadership position globally and have access to growth markets. The changes initiated and implemented by TNT organization compels scale of economies and maintain return on capital by potential synergies and drive improved free flow of cash. The buyback of shares and distribution of divisions happened amongst the shareholders. Change management process has helped the company to produce big changes that can help the company to increase its customer base. This is the way the company is able to make huge profits (Erakovic, 2005).
During the period of 1976-1988, the beginning of services in Germany by UPS took place and also the expansion of services between six Australian countries and United States. The services were expanded to 15 Australian countries by the year 200-2012.sixty countries and territories across Europe were covered under the expansion. The launch of international UPS returns and UPS paperless international invoice took place. The economy’s roller coaster ride has led to change in technology rapidly and the trend of constant acquisitions and mergers among companies. Resizing, downsizing and upsizing have inculcated the need of change in management. TNT made acquisition of its authorized service contractor in Turkey and expands its presence in Australian cities. The change management plan leads to diversification of operations and exploring new opportunities amongst the business concern . TNT following the change management took an initiative and opened up a global dedicated health care facility in Australia (Kanter, 2009).
Change in the Work culture:
To work at change the employees are required to be motivated and convinced of the professional and personal benefits to them and to their organization as well. The work gets slow during the process of transition must be realized by the management (Rieley et al, 2001) .In order to get the mundane tasks achieved by the employees they should be authorized and brought to help temporarily. Before the new habits are automated it requires a great deal of practice and this course of course implies committing mistakes and then take corrective measures to rectify those mistakes. Due to these elements the commitment from the highest level of organization is required and to create a realistic and clear vision in particular. The management often develops the vague or idealistic vision statements. While the research study it was observed that at TNT, the organization took into consideration the changing technology and up gradation (Kanter, 2009) .For this purpose the TNT employees were equipped with regular training on new technological inventions and advancements so that they do not lack in volunteering their efforts for the accomplishment of the organizational objectives .TNT also introduced distribution of dividends and buyback of its shares which helps increasing the motivational level of employees to work effectively and efficiently. The vision also reflects something people can buy into and TNT followed the entrepreneurial culture and developed employee reputation for providing leading consumer service.
TNT offers to make order through online that provides ease to customers and also had a provision of re-ordering in case the order gets cancelled or not delivered due to unavoidable circumstances. Customers are required to fill in a simple for re-ordering and mention the date and destination of delivery provided the receiver is available at the place. Change management process has helped the customers to approach the company better. The network among the Australian cities is increasing because of the change management process (Erakovic, 2005).
The management also makes changes in the short-term goals, missions and objectives and should clearly state it to different organizational departments for smooth functioning. TNT in order to attract customers and retain the present customers reduced on its freight charges and make changes in the shipment tools. TNT took this step of deducting the charges as various complaints were received from the customer about delayed shipments or non-delivery of orders, and with the set up of other delivery services in the market, TNT realized to alter an amount of profit and cash on customers to maintain sustainability in the market and survive the competitive forces (Erakovic, 2005) .
Cultural and Procedural changes need working with the latest tools of negotiation, learning and persuasion. A user-friendly approach is required for persuasion that refers to providing employees an opportunity to express their own ideas, to vent and to commit mistakes to learn out of them. The managers involved in this change management needs to have a positive vision, encouraging demeanor and they should be approachable. In spite of criticizing the management should assist the team members .In the traditional concept the management was rigid in its practices and policies and do not allow any scope for faults but considering today’s corporate scenario it is observed that employees learn from their mistakes.
The employees will only frighten back into old conventional behavioral pattern with condescending and critical behavior of management. The manger should not be authoritative or have righteous behavior to prove him correct and others wrong which leads to argumentation and defensive employees. The mangers need to have a plan on hand to handle the changes that are being brought in the company. This is because they are the leaders of the company and they need to be sure about the process they are evolving. This will help them to accumulate the right information for the change management process (Beckhard,1992).
Customer Satisfaction:
During the research study it was observed that TNT focuses on customer satisfaction and delight by offering various customer services. TNT is supposed to have realized the value of customer in the market and how to retain them. TNT also trades cross-border having realized the increased globalization and created natural alignment either the distribution network and performed strong intra activity by developing small package market. The exports made by TNT to Australian markets created streams for profitable revenue and solutions for complex supply chain increase demand (Beckhard,1992) .
TNT made its entry to Australian freight network and enhanced customer solutions for express road freight and small package in domestic as well as internationally. The changed management style created a potential in TNT to increase exposure to emerging markets, operating efficiency and network density. TNT has implemented change management by creating plans to increase efficiency and operations by increasing efficiency of driver across network in hub and feeder operations and ground handling by optimizing of combined air network (Rieley et al, 2001).
TNT drafted integration plans and focus primarily on customer centered rollout and harmonization of products as per customer needs. The change management was applied with the view to maintain a disciplined and targeted integration plan multi-year and phasing out difference by the country. The TNT in accordance with UPS leadership tends to become a part of an integration committee and introduce additional change in earning diversification and additional revenue. TNT introduced change management courses in its organization to diversify and enhance global network and breaking down the barriers of international trade delivery and shipment. The customer value proposition is also enhanced with the changed management style (Rieley et al, 2001) .
It pays to reward success with the changed management style, the managers in order to get the work done in an effective manner tends to work with high risk takers and have become more conscious and aware about new outcomes. The management has realized the essence of interaction with the customers and their feedback and address their grievances. TNT analyzing the market conditions has developed a help desk to address the complaints made by the customers and help with their ordering. The help desk will try to address the issues of customers. This process attracts the customers to use the TNT services only (Armenakis, 2009).
Promote changes with workshops
Conducting team building and development of management workshops is required to promote changes, work with different management styles and get inputs on needs.
Part of the change process involves conducting teambuilding and management development workshops to promote change, get input on needs and work with different management styles. People respond better to exercises of workshop that have face validity and the performance by the employees is actually related to content of the task. TNT provides an atmosphere favourable to employees internally where they get an opportunity to understand each other better to avoid chaos and confusion or mutual disputes affecting the business operations. The content specific tasks are provided to the people to perform in harmony. It enables to improve the working conditions of the organisation and synchronisation of efforts to accomplish the set objectives (Armenakis,2009) .
Conclusion
As per the research study conducted it was observed that TNT has managed to survive the changes in the management and the market conditions and moulded it’s functioning accordingly to adapt to the changes. TNT implemented change management to fit to the world of globalisation and spread nationwide by enhancing the operations all across widely. TNT was able to diversify and reach the markets all across borders to cater to needs of different consumers worldwide having realised the era of globalisation. TNT has provided its customers with an ease of access invoicing, tracking orders and manage shipment online.
References:
Armenakis, A.A. and Bedeian, A.G. (1999), Organizational Change: a Review of Theory and Research in the 1990sJournal of Management,Vol.25, No.3, pp.293-315.
Beckhard, R. and W. Pritchard (1992), Changing The Essence: The Art of Creating and Leading Fundamental Change in Organizations, San Francisco: Jossey-Bass
Erakovic, L. and Wilson, M. (2005), Conditions of Radical Transformation in State-Owned Enterprises, British Journalof Management,Vol.16, pp.293-313.
Kanter, R.M. (2009), When Giants Learn to Dance: Mastering the Challenges of Strategy, Management, and Careers in the1990s, New York: Simon and Schuster
Rieley, J. B. and Clarkson, I. (2001) ‘The impact of change on performance’, Journal of Change Management,2(2), pp. 160 –172.
