PT Software is a company focused on software development based in Sydney, Australia. The CEO of the company is planning to grow the profit of the business by 50% next year; therefore, he would like to make a change plan to achieve the target. The plan will focus on some main areas: customer service, marketing, improving the current software based on customer/ staff feedbacks and fixing bugs. Following the current trend of many staff working remotely online, all important meetings will be held online and recorded for any staff who are unable to attend. However, a few staff have expressed some concerns regarding privacy. He will introduce regular continuous improvement meetings. In the meetings, feedback from customers and partners is analysed to find ways to improve. Each idea for improvement will be assigned to a manager to ensure it is implemented with a report back expected in the next meeting. Marketing of the companys products and services will be shifted totally to online channels with automated feedback collection. The CEO can see some obstacles from staff who are familiar with traditional marketing methods might face during this transition. Therefore, he expects a good plan for the process. The CEO will also introduce Key Performance Indicators (KPIs) for staff where they will be rated on work completed, feedback from other staff, management, and customers. These KPIs will be used to reward good staff with bonuses and target counselling for underperforming staff. Each staff member will need to have KPIs set and agreed. There will be new procedures introduced including a dispute resolution procedure for this to provide a fair system. All staff will need to be made aware of these procedures.

3.3. Business System Plan Identify the hardware, software and network needed to implement the change. Analyses the case study/ scenario and make any assumption if needed 3.4. Training Plan Provide detail how training identified in step 2.2 People change will be delivered Identify the current level of skills and knowledge and behaviours of the group? What prerequisite knowledge do these groups need? What are the training strategies? Preparation for training material, facility Who will do the training? What time commitment will this involve? 3.5. Change Evaluation 3.5.1.Criteria for Evaluation Identify criteria to measure if the change has been successful (can base on KPIs) 3.5.2.Evaluating the Change How will the identified criteria be checked/measured? Surveys, user feedback, compliance audits? 3. Action Plan 3.1. Change Implementation Plan Use agile/scrum approach to carry out the action plan including activities, who is responsible and the timeframe when they should be completed Date Dealing with Resistance to Change Approach (the implementation plan of the solution suggested in 2.4) 3.2. Communication Plan Develop a plan for what communications will be delivered and when they will be addressing for each the key points. There should be more than one communication item. Minimize risks and negative impacts plan (the implementation plan of the solution suggested in 2.5) Support for deployment team plan Audience Risk Reason for communication Communication Channel/ activity Key message Additional info When communication item to be delivered Who is target Audience Reason for the message What will happen if you do / do not make the communication How will it be delivered, in person, email memo training session? The essential message to be delivered Are there any restrictions on message? How will it help