Question

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 transactions 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

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

explain what resistance to change means?

identify the examples/instances of resistance to change at the People’s Bank?

connect the instances of resistance to change at the People’s Bank with the relevant stages in your model?

explain how you could use the elements in your model to reduce the resistance to change at the People’s bank?

Answer 1

The steps which can be taken to reduce resistance to change at People’s Bank are as follows:

· The objective of the change process must be clear all across the organization

· There must be involvement of all employees at all levels so that the employees act as facilitators of the change process

· There must be clear communication lines across the organization

· Specific role of all employees in the change process must be defined

· The issues and inhibitions of the employees must be addressed by management

· The change must start from the leadership positions in the company

· The culture of the company must be made flexible so that any kind of change process can be implemented smoothly

The example of resistance to change, offered by employees at People’s Bank, are as follows:

· The employees claimed that the software was not user friendly and had many deficiencies

· The employees also claimed that the software acted as a hindrance in the execution of their critical job functionalities

· One of the employee also stated that the software was not specific for the organization

Lewin’s Change Model could have been used by the company to implement the change process:

· Unfreeze: In this phase, the overall organization is prepared for the change process. The objective and goals of the change process is communicated across the organization and the doubts and inhibitions of employees are addressed. Definite role of employees in the change process is chalked out. A phase wise implementation of the change is planned.

· Change: The phase-wise implementation of the change process is executed. The execution is thoroughly monitored so as to keep any kind of deviations in check.

· Freeze: Once the change has been implemented, it is monitored by an audit team. This is done to keep a check on the claimed functionalities and objectives of the change.