HR Consultant Proposal: Two-Part Assignment consisting of both PowerPoint and Essay Summary Report

Change Management Impact

Andrea Markiewicz

HRM/531

June 19, 2017

Patrick Stapleton

Change Management Impact

When organizations develop efficient ways to introduce and implement changes, this process can help ease the stress of your employees when change gets introduced. Also, it helps your customers, vendors and business partners to adjust any variations in the way you do business. As a company grows and evolves, they will experience change since there comes a time when change is inevitable (Nastase, Giuclea & Bold, 2012).

Since I am currently not in the workforce at this moment, a chosen organization that I know some management personnel very well is through a local Starbucks coffee shop on my end of town. I got offered a chance to interview a manager there where she mentioned how their organizational culture influences her employees and their business performance. Additionally, I spoke to some employees and the some of the other management team personnel who discussed how the process of culture affects interactions between employees and the treatment of customers.

Purpose For The Change Starbucks coffee shop has experienced a change regarding organization culture relating to issues such as the mutual interaction between employees in the workplace and matters concerning customer relations, such as a courteous welcome to the shop and warm greetings among others. The reason for the change was to create a healthy working environment and mostly distinguish Starbucks from other competitive coffee shops (Marques, 2008).

People Involved In The Change Starbucks organizational culture change touches directly all stakeholders of the business running from the owners to the customers. For instance, the franchise owner needs to get notified of the modification and the need to implement the changes in organizational structure. They supply finances and allow all necessary resources required for the revised amendment. Managers are the overseers of the business direction. They supervise the change process and implement the appropriate policies. Employees actively implement the change and receive appropriate feedback about the performance of the modification employed (Seaford, Culp & Brooks, 2012). Customers are affected by the change since the cultural shift is about consumer tastes and preferences. They are the most important stakeholders during the change management process as they majorly indicate whether a change gets met successfully or not (Dessler, 2017). Change Implementation Methods Starbucks implemented changes for their organizational culture strategy within their change management team that comprised of a manager and the most “influential” employees who have a duty to listen to concerns, including risks, and make sure the implementation process between workers and coffee consumer interactions is active (Kauffman, 2013). This method got done in four phases: Phase 1: Communication-Creating an advanced communication plan, mostly a face-to-face or two-way model used. First, communicating to the firm’s stakeholders about the need to change organizational culture and how it will affect the business in the long run (Kauffman, 2013). The team will also help the stakeholders understand the change and be positive about it.
Phase 2: Dealing with Resistance-It’s a strong team and confident employees should deal with concerns raised by stakeholders opposing the change. In Starbucks, some employees seemed to be comfortable with the current employee relation and customer services, and elsewhere managers complained that change process would be expensive and consume most franchise firms’ funds (Sandelands, 1997). Phase 3: Engage the Employees-Make employees to know their impact on the change and have a sense of ownership. They can get included in activities such as imposing other employees to training workshops about good customer relations, seminars and benchmarking in hotel conference rooms in and outside the city to gain an experience in customer treatment, welcome patterns and even mode of greeting. This process will focus on employees most affected by the change such as baristas, supervisors, as well as the resistant workers (Sandelands, 1997). During the process, identify motivational factors to employees, this includes allowing casual dress down on some days, issuing gifts such as t-shirts and caps, giving gift cards, bonuses and incentives, allowances on top of salaries, as well as a free lunch (food and drinks). Phase 4: Implement the Change-After the engagement process, the plan is ready to be imposed in action. Roles and responsibilities of each worker have been stipulated precisely according to the new organizational culture and got done to the most affected workers. Policies and regulations to get followed in the work environment, how employees "carry themselves around" mode of appearance, general rules and other internal procedures of operation contained (Moore, 2006).

Budget Concerns, Timeline, And Measurement of Success/Metrics Starbucks budget concerns involve their employees, the amount the organization spends and the expected returns on profits. The business should set up a budget that fits their needs and ensures that employees are comfortable with their salaries or hourly pay. The timeline will be a major guideline on how the employees work. For example, in this case for the Starbucks franchise location, a timeline was used to schedule the duties of their employees and what is supposed to get done on consecutive days. The schedule primarily enables the employees to carry on their duties effectively. The measurement of success will get based on the employee performance and what the organization has achieved so far. This process can get done concerning what sales have done per month to help enhance profits among Starbucks coffee beverages and snacks (Devaney, 2016). Follow-Up Plan Recommendations Positive feedback through word of mouth or online can contribute to improving Starbucks image and reputation to increase even more customer traffic. With continuous growth in a significant number of coffee consumers, Starbucks can double their profit margins and revenue level hence covering the total costs. Cooperation between workers at all levels improves the speed of job tasks and mutual relationships. More consultations in the top office when it comes to training and organizational clarity, better-organized parking area, and flexible sitting arrangements inside and outside the coffee shop that is more spaced out walking around.
Starbucks Schematic Diagram

Managers, Supervisors, and Employees

COMMUNICATION-Need to change dressing code, ample welcome, speed and teamwork

Workshop Supervisor

Team Building

Three Service Workers

Receptionist

DEAL WITH RESISTANCE MEMBERS

ENGAGE EMPLOYEES-Most affected and resistant members

Time Wasted

Money Wasted

Benchmarking Marriott Hotel

Customer Relation

Training on Ethics & Dress Codes

Ample Welcome & Warm Greetings

Birthday Cards & T-Shirts

IMPLEMENT CHANGE

Cooperation & Teamwork

Coffee Served Faster

Conclusion

Organizational culture at times for service industries like Starbucks may become difficult to cope with; however, it can help organizations to challenge their best performances and to get the best out of their staff workers. It makes firms strive to move forward getting past their competitors. This process creates a strong good environmental impact to change and in return, satisfied customers (Richards, 2017).

References

Dessler, G. (2017). Human Resource Management. (15th Ed.). Upper Saddle, NJ. Pearson Education.

Devaney, E. (2016). The 3 Customer Success Metrics You Should Be Measuring. Drift. Retrieved from https://blog.drift.com/customer-success-metrics/

Kauffman, B. L. (2013). Seattle's Seafaring Siren: A Cultural Approach to the Branding of Starbucks (Order No. 1535795). Available from ProQuest Dissertations & Theses Global. (1351130628). Retrieved from http://search.proquest.com.contentproxy.phoenix.edu/docview/1351130628?pq-origsite=summon&accountid=458

Marques, J. F. (2008). Spiritual Performance from an Organizational Perspective: The Starbucks Way. Corporate Governance, 8(3), 248-257. Retrieved from http://search.proquest.com.contentproxy.phoenix.edu/docview/205185323?pq-origsite=summon&accountid=458

Moore, J. (2006). Tribal Knowledge. Business Wisdom Brewed From The Grounds Of Starbucks Corporate Culture. PP. 1-266. Retrieved from http://ebookcentral.proquest.com.contentproxy.phoenix.edu/lib/apollolib/reader.action?docID=3016175

Nastase, M., Giuclea, M., & Bold, O. (2012). The Impact of Change Management in Organizations - A Survey of Methods and Techniques for a Successful Change. Revista De Management Comparat International, 13(1), 5-16. Retrieved from http://search.proquest.com.contentproxy.phoenix.edu/docview/1368615789?pq-origsite=summon&accountid=458

Richards, L. (2017). Why Is Change Important in an Organization? Chron. Retrieved from http://smallbusiness.chron.com/change-important-organization-728.html

Sandelands, E. (1997). "Strategic Issues for Training.” Industrial and Commercial Training, Vol. 29 Issue: 4. PP. 97-140. Retrieved from chrome-extension://oemmndcbldboiebfnladdacbdfmadadm/http://www.emeraldinsight.com.contentproxy.phoenix.edu/doi/pdfplus/10.1108/00197859710791592

Seaford, B. C., Culp, R. C., & Brooks, B. W. (2012). Starbucks: Maintaining A Clear Position. Journal of the International Academy for Case Studies, 18(3), 39-57. Retrieved from http://el2ne5ae7f.search.serialssolutions.com/?ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUT8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=Starbucks%3A+maintaining+a+clear+position&rft.jtitle=Journal+of+the+International+Academy+for+Case+Studies&rft.au=Seaford%2C+Bryan+C&rft.au=Culp%2C+Robert+C&rft.au=Brooks%2C+Bradley+W&rft.date=2012-04%2001&rft.pub=Jordan+Whitney+Enterprises%2C+Inc&rft.issn=1078-

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