RR Communication is a company established with the core operations in different fields. The company is associated with five basic lines of operations which include the internet, mobile, cable TV and the information technology. The services are delivered depending on the requirements of the clients whose demand various on a daily basis. The lines of operations are defined as the departments/ divisions that form the entire RR Communication Company. The divisions of the RR Communication company are managed by the presidents who avail to the communication to the general manager of the institution. The divisions are dependent on the activities they undertake such that there are less integration and collaboration rather team work that exist within the company. Information of the customers is managed at the division level such that the systems are not integrated to update the accounts of the clients. It, therefore, means that a client will have to manage an account at each and every division. The RR Communication has operated over a given period, but things seemed to be not working as defined during the establishment of the company.
The RR Communication is facing challenge such that the return on investment (ROI) that was intended is not at the expected level. In any case, an institution does face issues no matter the favorable conditions the environment offers. Therefore, it has been the duty of the management to ensure that the operations of the organizations are well delivered with the working towards meeting the defined strategic objectives. The RR Communication began experiencing issues with the owner receiving a lot of complaints from the clients who are not happy with the services being delivered in the entire company. At the same time, the operational cost has exceeded the projected amounts from the transactions. Thus, the company was experiencing some loss. Another issue that was realized at all the departments was that most of the projects had failed in the middle of implementation, and none has impacted positively to each other. The owner of the RR Communication company has received the evidenced complain of clients receiving double bills instead of single billing (Smith, & McKeen, 2007).
The owner accessed the status of the RR Communication and decided to introduce the change that was to impact on the entire shape of the company. There was the suggestion that the company outdoes with some lines of operations and move by a single line of operations. This was undertaken by the fact that there was the need having a single customer information shared system. The system was to easy the management of the company information. A senior principal was given the task to implement the change. The presidents of the RR Communication refused to give in to the change that failed, and another step was to get undertaken. However, after undertaking of further analysis, the challenge with the company was identified such that the possible change did not go by a single line of operation instead retain the five departments and introduce the single customer shared service center system. The system was to get the management of the information from a single point. However, the implementation of the single shared system was also challenged such that was not successful. The process required the steady undertaking of operations such that the required activities are developed according to ensure that every person benefits from the new singles information shared system (Burns & Yeaton, 2008).
Organization changes theory
Organizations are involved in different activities as well as operations that require some governance and management. To ensure that things work well within the business, it is upon the development of desirable and required ways of meeting any inconveniences and challenges. Any organizations face different difficulties in its life of operations and to ensure the strength and efficient delivery of required services and products; actions are undertaken to resolve and protect the organizations. The operations ensure streamlining the business. The undertaking of such activities defines what organization change is. Organization change is defined as the measures and mechanisms that an organization develops and adopts to undertake some activities with the aim of introducing change purposely to streamline the business operations. Therefore, an organization change theory is that particular technique applied in facilitating the undertaking of the measures that are aimed at introducing new ways of enhancing the organization operations. The theories follow some given procedures that any developer must abide to meet the operations undertaken to the necessary standards.
Kotter’s Phases of change model
Kotter is an organizational change model that has been developed over time with the guarantee of delivering desirable outputs. The Kotter’s Phases of change model was developed by John Kotter, who has been a great contributor to providing ways of easily introducing change within an organization. He majorly outlined that leadership and management are core principles that define the success of an organization. Leaders of any given organizations have the duty of managing change because is an essential strategic task. Change has been challenging as previously most of the projects that related to change were prone to failures. However, it’s appreciation to John Kotter who is amongst the greatest leaders as management thinkers. Through his writes, an answer has been provided to the ways of managing change to success to ensure that an organization develops well through the provision of the eight-step model developed with the objective of leading change in organizations and business. There is the understanding that despite the organizational change theories that exist the Kotter’s Phases of change model is among the great change models. Kurt Lewin being the mother of all worldly change theories, he outlines the idea of unfreezing and freezing in the stage theory of introducing change (Sarah, 2013; Hartzell, n.d). However, the Kotter’s Phases of change model of the eight steps has remained the best known and the most applied change theory in businesses. The theory is outlined with eight basic steps as outlined by John Kotter (Anonymous, 2009).
Step 1: Creation of urgency
The success of change in an organization demands the acceptance of the entire fraternity of the institution. To ensure that the organization creates that sense of demanding for the change, there is the need for creating that urgency for the change. The sense of urgency will spark that motive of initiating the change to see the business grow. The step defines the essence of convincing the entire organization to have the need for the change in the sense that the change will be the savior. The step involves the activities of ensuring that all potential threats and identified with the development of the descriptive scenarios to show the future conditions. Also, the available opportunities should get examined and shoe how they can get exploited. Discussions regarding the change should then kick off to get persons convinced. The Kotter’s theory defines that 75% of the company management should give for the change (Mindtools.com, 2012).
Step 2: Formation of powerful coalition
Once persons are informed of the necessity for the change, the entire fraternity of the organization should get convinced that the change is a necessity to the company. The action demands the support from the strong leadership of the organization. The success of change requires teamwork. Therefore, a group/ team of people with a spirit of the change should get organized based on their powers top form the change coalition that will work together in solidarity to ensure the activities relating to change are well developed. The step many involve the identification of true and legitimate leaders in the organization. The commitment of the selected persons should be understood. Team building is another thing to undertake as well as examining the team for weak areas.
Step 3: Creation of Change Vision
The change should get driven in a manner of having a particular goal to achieve. Therefore, it is essential to define a vision for the change. The vision will provide a good understanding of the change impact to the organization. Therefore, the process may involve the actions of determining the core values of the change. Design and develop a summary that will describe the future position of the organization. Subsequently, a strategy for executing the vision is also created. The coalition change team should understand the vision easily.
Step 4: Communication of the Vision
Once a vision is created, it will be used as the controlling tool, and thus, it is necessary to ensure that the statement is well communicated and can easily be understood. The communication step requires the often talking about the change vision. Alongside that, the persons concerns and anxieties within the organization should be addressed rather dealt with during the communication step. This may also involve training and other activities.
Step 5: Removal of obstacles
In every activity, there are always challenges. Change is subjected to resistance from other organization leaders. And during the step, it demands the removal of any resistance towards implementing the desired change. The step includes the actions of changing or hiring leaders to ensure roles are well delivered. The organizational structure must get examined. The change facilitators should get rewarded for eth job done. Identify the resistor to the project and change their attitude towards the project.
Step 6: Creation of Short-term wins
Success creates the motive of working hard in persons. In this step, it is essential to identify some of the successes that have been realized in eth implementation of the project. Therefore, to facilitate this, the team should develop short term targets such that upon meeting them the team will positively work towards succeeding another and thus objective of the project. This involves the selection of activities that are simple, rewarding persons for success and analyzing of targets pros and cons.
Step 7: Building on the change
Victory should never be declared earlier as this has been the facilitator top most of the failed projects. During this phase, there should be that analysis of every success to outline what went right and wrong as well as identify the areas that need be improved. The setting of the goals of all activities being done is essential and improving an idea continuously. Always ideas should be kept fresh.
Step 8: Anchoring of the Changes in the corporate culture
The step defines the compacting of the change to be permanent and effective within the organization.
Implementation of change using the Kotter’s model
The change within the RR Communication company was mainly the introduction of the single shared system. At this point, the system was to see that the presidents’ privileges reduced in the sense that they will have no control over the customer information. The development of the projects was no longer to take place independently at the division level. Instead, the project will get regarded as the work of the entire company. The presidents did object the change. However, the Kotter’s model of change was appropriate to implementing change in the RR Communication company, and this was how the model was to facilitate the new shared system implementation as the intended change.
Step 1: increase of the urgency
At this stage, the project manager for the shared system was to undertake an examination of the market and competitive realities. Ensure that there is a good discussion regarding the crisis within the RR Communication company. After then, a substantial outside evidence was to get provided as evidence for the RR Communication to see the change as a necessity.
Step 2: team formation
The creation of the change implementation team was to aim the presidents of the RR Communication company. The team was to include all presidents and the other persons from the entire departments who had the potential to implement the change. The presidents at this point will see their importance within the RR Communication and will start developing a different attitude towards the project.
Step 3: Exploration of the RR Communication vision
As a matter of winning the hearts of the objectors tot the project. The vision for the RR Communication company should get redefined so as to create a vision that goes with the change under development. As a way of meeting that vision, develop some strategies for the achieving of the mission and at this point, the introduction of a shared system should be the priority strategy.
Step 4: Communication of the vision
The RR Communication company staff and clients might not have that good understanding of the vision of the company, and this may help them to undertake the required activities. Therefore, the follow-up action was the communication of the vision. During the enlightening about the vision, every kind of communication should get kept simple and heartfelt. New operation should be taught. Training should get conducted as according to the use of the shared system. At the end provide a good way of understanding the benefits of the shared system that will facilitate the meeting of the company vision.
Step 5: Removal of the obstacles
The presidents should be well educated to ensure that they develop the good attitude towards the project.
Step 6: plan for the short term activities
The action will see the implementation of short-term activities that will create the motive of enforcing the adoption of the shared system. The success that is achieved should be well communicated and appreciated the facilitators particularly.
Step 7: Finalize the implementation of the change
At the point get the entire shared system incorporated within the RR Communication company followed with the definition of the system governance. Reward the personnel involved in the developed of the change.
Step 8: make the change permanent
Get the entire fraternity trained about the usage of the shared system. All the operations should be set towards depending on the new system until everything is set dependant to the centralized data center.
Anonymous, (2009). Change Management. Retrieved from http://www.change-management-blog.com/2009/07/change-model-3-john-kotters-8-steps-of.html
Burns, J. T. & Yeaton, G. K. (2008). Success factors for implementing Shared Services in Government. Retrieved from http://www.phsharing.org/wp-content/uploads/2013/02/Shared-Services-in-Government.pdf
Hartzell, (n.d). Lewin’s 3-Stage Model of Change. Retrieved on June 15, 2016, from http://study.com/academy/lesson/lewins-3-stage-model-of-change-unfreezing-changing-refreezing.html
Mindtools.com, (2012). Kotter’s 8-Step Change Model: Implementing Change Powerfully and Successfully. Retrieved from https://www.mindtools.com/pages/article/newPPM_82.htm
Sarah, W. (2013). Theories of Organizational change. Retrieved from http://www.sfu.ca/uploads/page/14/GERO820_FALL2013_presentation_Sarah_Wu_Theories_of_Organizational_Change.pdf
Smith, H. & McKeen, J., (2007). Shared Services at RR Communications. Queen’s University, School of Business, Kingston, Ontario, Canada.