Task 4: Develop Innovative Plans and Processes for a Change LO4

As a manager you are asked to develop a plan for a small business going through a structural change. The business is a local tourism operator and currently has only 10 staff.

The structural change is due to a rapid rise in forward bookings and increased sales opportunities.

In the business there is currently a customer service, accounts, management, and operations team.

This means all sections of the business will need to double in capacity, the number of staff will double in all teams and new processes will need to be introduced.

The owner of the business has used Lewins change model process previously and did not find it suitable.

They have asked for a different change model to be used, and a more innovative and informal approach to be used in your plan.

a. Outline the plan you suggest be used to implement the change and reference it with one of the accepted change models.

The plan has to have a minimum of 5 steps included and be able to be used for all teams.

Roles and responsibilities at each stage should be noted.

b. Describe two (2) innovative approaches you may use for any two (2) of the steps in the change plan and justify why you have chosen to use these approaches.

c. With the increased workload in customer services the business owner is looking at ways to make the customer service processes more efficient.

Describe two (2) innovative processes other tourism operators are using to ensure their customer service is maximised.

NB The processes can relate to booking systems, informing customers about tourist activities, shop sales, caf meals or marketing.