Managing Projects & Change Mba 5914

Question 1

Managing change is a key performance area for most managers, irrespective of the industry or sector. This question requires you to analyse the Y-Call case study and then to evaluate your own experience with change management. Sessions 7 to 10 of Block 4 present models that can assist in understanding the change process.

1.1 Evaluate Sally's role in the Y-Call case study (Change Management CD-ROM)

1.2 Evaluate the readiness of Y-Call for further change

(Word count: 600 words - 30 marks)

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1. Question 1

(600 words)

1.1. Evaluation of Sally's role in the Y-Call case study

Sally’s role as a change agent began with a detailed analysis of the problem and suggested solutions. She failed at the very outset to understand the way in which to tackle the problem and how to present it. This was, however, rectified.

Sally used a theoretical approach to present her initial solution, but personality differences demanded that she simplify her presentation style to suit the audience. When dealing with company-wide projects, it is imperative that presentations be adjusted to cater for the audience, and the content must be adjusted to a level of suitable detail.

The sense of urgency was established by Bill, but due to a perceived lack of trust, call centre staff were not clearly communicating their grievances and suggestions via the correct channels. Sally quickly adjusted her presentation style and her approach to resolving the problem by presenting Bill with the outline of facts, as well as establishing communication channels with the call centre staff. This communal approach helped to create a guiding coalition, as well as develop a unified vision and strategy.

Once Sally established a sense of trust, the cultural issues became less prominent as focus now shifted towards solving the problem on hand, with less of an emphasis on politics. Sally managed the transition to the new way of working, and the trust which was established...