Assignment 1

BSBINN601

Lead and Manage Organisational

Change

Express Link

Due date -06/09/2015

Word limit - 2500
Word count -2257

pg. 1
Contents
Introduction....................................................................................................................................3
Express Link - SWOT AND PEST ANALYSIS.............................................................................4
SWOT Analysis..............................................................................................................................4
PEST Analysis...............................................................................................................................5
Stakeholder....................................................................................................................................7
Change Management...................................................................................................................8
List of opportunities that are a priority to change................................................................8
Develop an outline of a change management project plan for the priority changes
incorporating resource requirements, risk management and timelines.............................9
Change Management Plan..........................................................................................................9
Resource Requirement................................................................................................................9
Risk Management.........................................................................................................................9
Risk Management process diagram...........................................................................................10
Timeline.........................................................................................................................................10
Strategies to communicate or educate the changes and embed them.............................11
Communication plan..................................................................................................................11
Training Plan................................................................................................................................11
Resistance Plan..........................................................................................................................12
Embed the Change in Express-Link.......................................................................................12
Obtain approvals and agreements on reporting protocols with relevant managers.....12
Implement the plan including addressing barriers to change.............................................13
Respond and mitigate the barriers.........................................................................................13
Review and evaluate the change management project plan................................................13
Conclusion.......................................................................................................................................15
References.......................................................................................................................................16

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 Introduction

Express Link is the fastest growing courier company established in 1997. The
Organisation is committed to deliver anything anywhere at any time nationwide and
worldwide. Express link is in its transition phase from a small size to medium size
company. Along with the growth, the company is facing issues and problems in
managing people. The report outlines the identification of issues and problems the
company is facing and how the company can manage the business by incorporating
change management.

The report also advises some alternatives course of action and recommended the
best alternatives to improve the operations and productivity to ensure integrated,
efficient and sustainable organisation.

pg. 3
Express Link - SWOT AND PEST ANALYSIS

SWOT Analysis
“SWOT Analysis is a useful technique for understanding your strengths and
weaknesses, and for identifying both the opportunities open to you and the threats
you face” (Mindtool)

The suggested SWOT Analysis for the Express Link is as follows:

Strength Weakness

Committed, experienced and valued • Senior Management role

Employees. confusion -Chairmen and
• trust and integrity with a team General Manager and a lack
member attitude across the feedback from Senior
organisation Management
• Rapidly expansion in business. • Employee role confusion, no
• Geographically the location of action plan and written job
Organisation near the Airport. description in place, staff
shortage.
• 55% increase over 18 in
misdirected freight for customer.
• Effect on Employees
performance and productivity dip.

Opportunities Threat

 Geographically great opportunity  Possibility of change in the fuel

for business growth. prices and toll tax.
 Use of Internet for promotion and  Change in the taxation.
advertisement.  Political Change
 Identifying their competitors the  Rate of unemployment
like DHL FedEx , Express Link  Competitors may offer more
can use it as a benchmark by competitive quotes to the

pg. 4
 keep in track with the other rival customers to attract.
company.
 Express Link should use the
power of media by
advertisement, promotions
 Possibility of big Contracts and
Tenders

Strength and weakness is internal and opportunities and threats is external to the
Organisation. Doing a SWOT Analysis on Express Link it appears that the major of
issues are related to the internal operational issues within the Organisation which
need to be resolved as well as keeping the track of the external environment.

PEST Analysis
“The PEST analysis is a useful tool for understanding market growth or decline, and
as such the position, potential and direction for a business. A PEST analysis is a
business measurement tool” (Business Balls)

Political

 Federal Government planning to impose GST on all overseas online

purchasing because of this all the products get costlier and this can affect the
consumer industry and have also a major impact on the courier industry.
 According to Commonwealth grant commission formula, the tax share of
Western Australia could drop to 30 cents in a dollar.
 The State Government is introducing a toll on heavy vehicles from 2019. This
results in increasing the cost of the company.

Economical

 The major project Gateway Perth Airport and Freight Access project is WA’s
largest ever road project ,designed to improve the safety and efficiency of one
of the state’s most important transport hub.
 Possibility of any change in interest rates

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  Dropping of Fuel price,

Socio cultural

 Perth is the centre of Australia’s economic growth and the fastest growing
capital Ageing Population in Western Australia.
 The population of Greater Perth is projected to increase from 1.83 million in
2011 to 2.35 million in 2021. This increase represents 82 per cent of the total
population increase for Western Australia. (ID The population experts)

Technology

 Use of latest technologies like integrated HR system allows to simplifies and

fasten the processes of other company’s business unit.

The PEST and SWOT are powerful forecasting tool to act upon. The Analysis assist
in making the strategic change management decisions in Express Link and the
results extracted from PEST AND SWOT indicates that change is must in Express
Link to manage its people and growth.

pg. 6
Consultation brief to stakeholders to identify requirements
and opportunities for changes that support organisational
objectives
Stakeholder
Stakeholder – “A person, group or organisation that has interest or concern in an
organisation” (Business Directory). It is important to identify the key stakeholders of
Express Link directly and indirectly impacted by the change. It helps in determining
to whom and what need to be communicated.

The Key stakeholder in Express Link is

Internal Stakeholders External Stakeholder

The Director Key costumers

General Manager Suppliers
Finance Manager Community and council
Admin Manager Government contracting bodies, lawyer,
risk auditor, accounts auditor.
Other staff members State Government agencies in transport
portfolio, Trade Unions
It is important to gain support from key stakeholder to facilitate change. The change
management activities need to be communicated to relevant internal and external
stakeholders to ensure they understand the process, purpose and benefits. This
gives the encouragement, involvement, ownership, feel valued and increase the trust
and confidence in the process.

Similarly it is also important to seek advice from the accountant and lawyer.
Accountant helps in forecasting the future good and worst opportunities whereas the
corporate lawyer also predict any changes in the government framework.

Change Management
“Change Management is the systematic approach and application of knowledge,
tools and resources to deal with change” (SHRM). There are several type of change
available include e.g. culture change, structural change, system change, HR System.

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The Change Agent has diagnosed that Express Link requires the system change
and HR system changes to achieve its vision and mission and long term Objectives
by capitalising on opportunities. The primary focus of change management should
be to create a flexible and adaptive organisation. The Change in Express Link should
also be focussed on the individual employee’s skills, work practices, attitudes, values
and behaviour.

List of opportunities that are a priority to change

The above analysis highlights the critical areas that required change in Express Link
in order to maintain the growth and sustainability. Following is the list of the priorities
which require to input from the managers.

Operation change (system change) - The organisation vision and mission

statement, values, goals and objectives must be clearly written and articulated.
Creating the action plan that state the steps to achieve the goal and objectives. An
updated and aligned policies and procedures in place. Design the constructive
feedback system.

Structure Change – Senior management role should be clearly defined, recruiting

the additional staff to minimise the work pressure from administration, more
recruitments to support the workflow and business growth.

Process Change –Conducting regular staff meeting, clearly written job description
to avoid role confusion, training should be in place to up skill and reskill the staff that
allows them to do multitasking of roles and opens up the growth opportunity.

Develop an outline of a change management project plan

for the priority changes incorporating resource
requirements, risk management and timelines.

Change Management Plan

“Change Management Plan defines the different types of changes that may be
requested and considered for the project. These changes may include schedule
change, budget change, scope change, or project document changes”,(Project
Management Docs).

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The Express Link change management plan should develop and implement the
following the strategies:

 Business Plan and Action Plan

 Communication plan
 Training Plan
 Resistance plan
 Cost benefit Analysis

By using the above list of strategies the change management plan can be
implemented within the organisation.

Resource Requirement
In Express Link the current resources can be utilised for the change, however some
additional resources are required they include extra staff to support the Finance
manager, and administration, hiring new sales manager, introducing new integrated
management system (intranet) , training , knowledge and information and an extra
capital to facilitate change process. Implementation of change management plan of
the proposed practices requires the budget allocation. The expenses and the benefit
could be identified by doing cost benefit Analysis.

Risk Management
Risk is a chance of something occurring. “Risk Management is a systematic
application of management policies, procedures and practices to the tasks of
identifying, analysing, assessing, treating and monitoring risk”(Annis Group).

No change is without risk and therefore all changes should be subject to a risk
assessment to determine the potential impact and the level of risks. It would be
appropriate for to conduct a risk assessment for the Organisation change
requirement to identify any potential risk or resistance and the appropriate measures
like mitigation strategies to minimise or eliminate the risk.

pg. 9
Risk Management process diagram
Risk /Barriers Impact Likelihood Mitigation strategies
Lack of trust High High Communication plan
Low Moral / Lack of motivation High High Communication plan
Unproductive and non- performance High High communication and training plan
Refusal to use the new system High High communication and training plan
Fear of losing job High moderate communication and training plan
Resistance to implementation High moderate communication and training plan

Timeline
A timeline is very useful in ensuring the progress towards implementation of the
change practices. Express Link change process requires timeline to assist in
organising the details of the planning, implementation, institutionalizing and
evaluation of the change process. The varying charts can be used as timeline such
as PERT, LOAD, GANTT Charts. The following is the time line of the change
management process.

Express Link TimeLine

Change Process January February March April May June July August September October November December

Cost benefit Analysis

People Management

Structure Management

Operations

Risk Management

Communication plan

Training

Strategies to communicate or educate the changes and embed

them.

The effective communication and training plan must be designed that highlights
issues and fear of the employees and by telling the benefits of the change
management to the organisation and to the growth of individual employee.

pg. 10
Communication plan
“The Communication Plan outlines the strategy and methodologies to be used for
project communications, information distribution, feedback and stakeholder
management” (CSU). The speed of change is influenced by the speed of trust arising
from the quality of communications across the organisation. The communication plan
promote the benefits of the change to the organisation and ensure the effective
dissemination of information throughout the process. Communication assist the
stakeholders to understand and embrace the need and requirement of the change
which reinforces in achieving the Organisation Vision and mission.

Express Link Communication Plan

Audiences Key Message Delivery Method Date Time Duration Location

Sr. Management , all staff members Organisational Change Group Meeting 8/09/2015 10:00 AM 1 hour Meeting Room 1
Sr. Management , all staff members Organisational Issues Group Meeting 15/09/2015 10:00 AM 1 hour Meeting Room 1
Sr. Management , all staff members Policies and procedures Group Meeting 18/09/2015 10:00 AM 1 hour Meeting Room 2
Sr. Management , all staff members Job delegation,Role clarity Group Meeting 22/09/2015 10:00 AM 1 hour Meeting Room 1
Sr. Management , all staff members Business and action plan Group Meeting 29/09/2015 10:00 AM 1 hour Meeting Room 2
Sr. Management , all staff members Introducing new system Group Meeting 6/10/2015 10:00 AM 1 hour Meeting Room 1
Sr. Management , all staff members Additonal staff Group Meeting 12/10/2015 10:00 AM 1 hour Meeting Room 1

Training Plan
“The Training Plan describes the strategies, activities and tasks necessary to
provide the business unit with the skills necessary to operate the new product or
technology successfully”(OCIO). The proposed training of Express Link is

Topic Learning Outcome Objective Target Audience Delivery Mode Facilitator

Sr. Management Training Enhancing the leadership skill Improving the leadership skills ChairMen, General Manager workshop Change Agent

Stress Management Mitigate or eliminate stress Address the cause of stess and fix it Express Link Staff seminar Change Agent

Resistance Plan Embrace and valued the change highlight the imprtance of change Express Link Staff Group Meeting Change Agent

Change Process Feeling safe , motivated , invloved Organisational and individual growthSr. Management , all staff members Group Meeting Change Agent

New Intranet time saving, increase and productuvity improve productvity Sr. Management , all staff members Group Meeting Change Agent

Resistance Plan
Using the tools like survey, group meeting, focus group assist in obtaining the
feedback from and identifies the areas of resistance. Ongoing coaching or training to
the employees helps to overcome with the resistance.

pg. 11
Embed the Change in Express-Link
The above change management plan can be embedded in Express Link focusing on
effective two way communication and feedback system. The effective way of
communicating the stakeholders via group meetings, focus groups, one –one, open
up two way dialogue. Even after the change has been successfully implemented,
there is a risk if the issues are encountered with any new processes. This can be
prevented with the help of some policies and procedure to formalise the process.
Continuous monitoring through plan – do – act- check (PDAC) cycle is required to
reinforce the new practices, behaviours in order to ensure the successful embedding
of change.

Obtain approvals and agreements on reporting protocols with relevant

managers

In Express Link the approvals can be obtained by drafting the change management
proposal to the senior management. The proposal stating the importance and
benefits of change to reduce the existing operations issues and to manage the
business expansion smoothly to remain competitive in the market. The agreements
can be done by consultation, collaboration and effective communication. The
extremely important to reporting protocol should be 360 degree feedback, focus
group and group meeting carried out in Express Link.

Implement the plan including addressing barriers to

change

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Respond and mitigate the barriers
The major barriers of Express Link is addressed in above risk management plan
should be implemented that respond and mitigate the barrier accordingly. The
communication system and training development program, consultative approach
assist in minimising the barriers. Overcoming these barriers in Express Link is a key
to success in facilitating change. The plan should be based upon trust fairness,
transparency along with the consultation, collaboration and inclusivity of the
employees in the overall process. An Effective feedback system such as resistance
assessment short survey, little audits, 360 degree feedback ensure the
accomplishment of the plan.

Express Link should implement the system intervention and HR intervention that
assist in achieving the desired result. An action plan must be created involving all the
above discussed issues, strategies and benefits and clearly communicated and
consulted with all the employees at all level. To fasten up the process create the
strong sense of urgency amongst the internal stakeholders, building the strong
coalition team ,some short term wins or extrinsic rewarding such as appreciating,
praising, celebrating, boost the employee morale and feel positive towards the
change assist in anchoring and institutionalising the new change management
process.

Review and evaluate the change management project plan

Change management strategy once institutionalised need to continuous evaluate

and monitor to determine the success and planned outcomes are as per desired
results. There are several measurement tools include balance scorecard, key
performance indicator (KPI)), triple bottom line, total quality management, six sigma
framework, benchmarking. More appropriate tool to measure the success of Express
link is define tool is Key performance indicators (KPI).

“Key performance indicators are metrics used to help a business define and
measure progress towards achieving its objectives or critical success factors”
(SmallBiz Connect).

Through KPI the difference of desired and achieved results can easily be identified
that ensure the change is heading towards the successful results of Express Link.

pg. 13
 Conclusion

Change is influenced by a number of variables that in turn impact on both the

organisation and employees within that organisation. These can also have a
profound effect in determining the success or failure of the organisation.

The major organisational change in Express Link needs to be undertaken for the
purpose of increasing the productivity, motivation, morale and delivering genuine and
tangible improvements.

pg. 14
 References

 Mindtools- excellent skills for excellent career, SWOT Analysis

http://www.mindtools.com/pages/article/newTMC_05.htm

 Business Balls.com, Pest Market Analysis Tools

http://www.businessballs.com/pestanalysisfreetemplate.htm

 Business Directory.com, Stakeholder

http://www.businessdictionary.com/definition/stakeholder.html

 SHRM Society for Human Resource management

http://www.shrm.org/templatestools/glossaries/hrterms/pages/c.aspx

 CMS.Gov Centres for Medicare & Medicaid Services

http://www2.cdc.gov/cdcup/library/templates/cdc_up_change_management_pl
an_template.doc.

 Annis Group- Because business is personal

http://www.annisgroup.com.au/risk-management-defined

 Call for Perth toll roads

https://au.news.yahoo.com/thewest/wa/a/26471633/call-for-perth-toll-roads/

 ID The population Experts, Western Australian small area forecasts covering

the whole state are now available

pg. 15
 http://blog.id.com.au/2014/population-forecasting/western-australian-small-
area-forecasts-covering-the-whole-state-are-now-available

Yahoo7, Unleaded fuel drops to 107.9c/L

 https://au.news.yahoo.com/thewest/a/29391039/unleaded-fuel-drops-to-107-
9c-l/

 Investor words- Bigges best investing glossary

http://www.investorwords.com/1151/cost_benefit_analysis.html

 Smallbiz Connect , performance indictors

http://toolkit.smallbiz.nsw.gov.au/part/6/30/142

 Department of planning- Western Australian planning commission, Planning

for a population of 3.5 million
http://www.planning.wa.gov.au/dop_pub_pdf/plan_Outer_Metro_Perth_Peel_
Part2.pdf

 Project Management Docs ,Free project management templates, change

management plan
http://www.projectmanagementdocs.com/project-planning-templates/change-
management-plan.html

 Charles Stuart University, Research Office Implementation Communication

Plan
https://www.csu.edu.au/__data/assets/pdf_file/0005/187430/Research-Office-
Communications-Plan.pdf.

 WaTech , Training
https://ocio.wa.gov/pmframework/initiation/planning/training

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