The following is designed to help you think about some of the various challenges one experiences when managing a change process. Please complete the scenario below. Assume that proposed changes are clear and are what is needed. Also, assume that the Senior Management Team (SMT) understands what the proposed change/solution is. You do not need to focus on coming up with a solution - the solution (a new system, a new structure, etc.) is provided in your scenario. You are the SMT member who has been assigned the responsibility for implementing a major change. Review the assigned case statement and identify some of the key issues so that you can influence/engage the SMT to support the proposed change effort. You will also be responsible for help to build commitment amongst staff in the organization. Please note that some of the strongest resistance may be coming from members of the SMT itself, and they may not be so easily convinced that they need to actively support the change. Please read the case and then respond in writing, to the questions below. Your responses should be no more than two typed written pages (double spaced in point form).

1. Why is this change needed? What organizational issues/problems does this change seek to address? What is the business need for the change? 2. How will you go about gaining commitment to and encouraging participation in the change? 3. How will you develop an understanding of what change will look like once implemented? 4. What type of new skills and behaviours will you need to develop for those affected or directly involved in the change? 5. Who are the two - three key stakeholders (the different categories of people who will be affected by this change) e.g. (senior management, middle management, staff in general, finance or procurement staff, etc) 6. Where in the organization (among which stakeholder group) would you expect to experience the most resistance to this change? Why? 7. What types of resistance do you anticipate? What will the resistance look like e.g., passive support, fear/anger, sabotage of efforts, gossip, building support among resisters)? 8. What can you do to proactively manage the stakeholders who are resistant? 9. What would effective SMT support look like - what specific behaviours/actions do you need from your colleagues to address the resistance. 10. How will you maintain, evaluate and reward the change?

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Case Study Implementing a New CRM System Scenario The organization is implementing a new Customer Relationship Management CRM system to improve customer service streamline sales processes and gain bet... View the full answer