Point $1$

With reference to Beer$$s $(2001)$ typology of change strategies, describe the change strategy the new CEO seeking to implement

Point $2$

Analyze the situational variables that will require special attention for this CEO is to achieve the goal of delivering higher profits

Point $3$

Given the variables in this case study, what recommendation would you give this CEO to assist in the shaping of an implementation strategy? Manitobank Case Study

Manitobank is a successful telephone and internet bank that serves customers across Manitoba. It is wholly owned subsidiary of a large international bank, but since it launched $12$ years ago, the parent company has allowed Manitobank to operate autonomously.

Manitobank's organizational customer values the customer and focuses on delivering exceptional customer service. Over $\backslash (90\backslash \%\backslash )$ of Manitoban's customers have recommended the bank to their friends and family and the quality of its communication with customers has been a major factor contributing to its success.

Over the last $12$ months, cost have risen faster than in any other period in the bank's history. The parent company has responded by appointing a new CEO and tasking him to grow profits. Soon after, the new CEO informed his management team that he wanted to introduce voice activation and routing as a way of radically reducing staff costs in all its service centers.

The CEO argued that the voice automation could be used to drive costs down costs by using speech recognition$-$based technology to analyze inbound calls to identify callers, why they were calling and what kind of transaction they required. If full automation was not possible, he suggested that partial automation could provide an intermediate solution by collecting routine data, such as account numbers and the service requested, and routing the call to a specialized agent who could complete the transaction.

The new CEO was a champion of innovation through technology, but he has no experience in running the kind of service$-$oriented brand that is the central plank of Manitobank's strategy.

The new CEO feels under pressure to deliver higher profits in the shortest possible time and he has approached you for advice on how he can best achieve this. Directions: Read the "Manitobank" case study and answer the three questions below:

Point $1-2$ marks

With reference to Beer's $(2001)$ typology of change strategies, describe the change strategy the new CEO seeking to implement

Point $2-4$ marks Analyze the situational variables that will require special attention for this CEO is to achieve the goal of delivering higher profits

Point $3-4$ marks

Given the variables in this case study, what recommendation would you give this CEO to assist in the shaping of an implementation strategy?