You are the change agent called in to help a local restaurant find out why its sales are not increasing. The restaurants major problem is a low level of repeat businesscustomers just dont seem to return often. After visiting the restaurant several times posing as a customer, you discover that there seems to be a high level of conflict between the chefs in the kitchen and the waiters, and a high level of conflict among the waiters. The chefs are also playing favourites with the waiters to get a share of their tips; waiters who give the chefs a cut of their tips get better food for their customers than those who do not, and their customers are served quicker. Unfortunately, customers notice the strife between employees and react to it negatively. That means smaller tips for both waiters and chefs and fewer repeat customers for the restaurant.

a) Describe how you can use action research to manage the change process. In your discussion, clearly indicate:

(i) What action research is?

(ii) Why you think it is appropriate in this situation?

(iii)How you would use it to: Diagnose, gather, and analyse data from the client group How will you give feedback to the client group? Move forward What criteria will you use to evaluate the change process?

(25Marks)