INSTITUTO TECNOLÓGICO Y DE ESTUDIOS

SUPERIORES DE MONTERREY

Class Activity No. 13:​ Management of Change in the service

industry

Operations design and optimization laboratory

Prof. Myriam Sanchez

Team
José Antonio López A01372388
Hugo Flores Franco A01243949
César Vázquez Arzate A01370849
Yoli Prado A013

Due date: Mar/25/2019

1. You are the management team of the company. Define a specific Management of Change
plan, describe it in a series of at least 5 steps.

Design the change management process

Step 1: Create need for change

So that there is no resistance to change, a step of vital importance is to let the different parts
of the organization see the need for change and the benefits it will bring.

​Step 2: Form a Coalition

To achieve change, it is very important to have strong leaders and people who are key
influence within the organization to help drive the process. Is important to count with a
sponsor coalition of the project.

Step 3: Create a Vision for Change and communicate the vision

Generate a vision of the change you want to make so that all staff understand and remember
it easily. That is to say that they understand what the objective of the change is.

Step 4: Remove Obstacles

Generate strategies to evade the obstacles that may arise in the face of change, such as
recognition and compensation systems, identify the people who resist, etc.

Step 5: Create Short-Term Wins and build on the change

In order to motivate people and make them see the benefits of change, as well as eliminate
potential critics, it is important to create short-term profit systems.

Step 6: Anchor the Changes in Corporate Culture

It is vital to implement change monitoring strategies so that it becomes part of the

organizational culture.

2. What do you need to do to ensure your performance does not get affected by the change?
 - Before the implementation, all the employees must know what the change will imply
to avoid uncertainty.
- It is important to establish the quantity of time that will take to adapt to the change.
The time should be realistic.
- The management should create the necessary working spaces for the new workers
before beginning with the change. This will let all the workers to be comfortable in
their working spaces.
- The management has to Analyze which employees will be the most affected, this to
be capable to develop actions to reduce the affections as most as is possible.

3. What will it be the most difficult part of implementing this change?

The most difficult part of implementing this change would be the radical change in the
lifestyle of the employees, this would happen because some of the employees do a lot more
of stuff in their house, not only by doing home office but by taking care of their children,
having other non office related activities, etc. At first the employees would refuse the change,
but after seeing the perks of working in the office rather than doing home office they would
overcome this decision and improve their performance.