This activity ‘winds back the clock’ to the time when The Lo-cost Airline Company did not have an online sales facility. Using the models of employee response to change and change management introduced in this chapter, explain how change could be managed for the introduction of the system described in the section below.

Background The project to introduce online ticket sales involved not only customers using the system, but the staff in the call-centre who took orders over the phone. They were migrated to a web-based system delivered over the intranet which for efficiency was the same as that used by customer. The new system was initially slower to use for staff who were familiar with a traditional text-based application – both for searching for flights and for entering customer and booking details. The main staff affected by the introduction of the new system are the hundreds of call-centre staff and their team leaders (each team of 25 has a single leader).