Studied by 2 people
leadership in change management
the ability to positively influence and motivate employees towards achieving business objectives during a transformation
methods to expand domestically
new locations
online sales
differentiation
types of resources
natural
labour
capital
everyday
managers respond to key performance indicators ________________
long-term
management strategies are?
true
leadership is essential
triple bottom line
social, economic and environmental performance of a business
global strategy
a detailed plan of how a business can be successful across the world
multiple branding
when a business sells multiple brands among the same market
unfreeze step
the most important step in Lewin’s Three-Step Change Model
global strategies
exporting
partnerships
developing a web presence
empowerment
a low-risk strategy that involves employees in the change process
domestic strategies
franchising
diversifying products
partnership
builds momentum towards change
why is leadership important?
staff training
best management strategy to reduce workplace accidents?
both positive and negative
the effects of business change can be both positive and negative to the various stakeholders
types of stakeholders
owners
managers
employees
customers
suppliers
shareholders
the general community
countering fear of change
Provide ongoing support to employees
Offer training to facilitate understanding of new practices
punishment
threat is forcing employees to accept and follow change by stating that they will face __________
deceptive and incomplete
manipulation is convincing employees to accept and follow change by using ___________________ information
negative effect
although these methods lead to rapid business change, they can have a _________ on future business performance
high levels of employee resistance
high-risk strategies can be implemented by businesses to respond to ____________________ during times where rapid acceptance is required
types of high-risk strategies
Manipulation
Threat
rewards
incentives encourage employees to support change by providing them with __________
fear, stress
support reduces employee resistance by overcoming levels of _________ and __________ towards change
sense of ownwership
empowerment reduces employee resistance by giving them a _________ towards the change
understand
communication reduces employee resistance by ensuring employees ___________ why change is necessary
supportive and transparent
low-risk strategies reduce levels of employee resistance by fostering a _________________ environment during times of change
implementing communication
Reasons for the change
Benefits of the change
Other important information regarding the change
culture of learning, transformation
the five principles outlined in Senge’s theory can all contribute positively to a business’s _____________ and its willingness to pursue _________
goal of Senge’s learning organisation
The organisation is viewed as a whole system, and each employee understands how their role interacts with, is affected by, and can affect, other parts of the organisation.
Shared vision exists, and employees are motivated to work towards it.
Employees are encouraged to challenge existing limiting mindsets.
Employees are afforded opportunities to develop themselves personally in a way that is meaningful to them.
There is an openness to sharing experiences and new ideas, to grow as a team
pre-existing assumptions and beliefs
current beliefs
behaviours
values
Senge’s learning organisation
Systems thinking
Mental models
Shared vision
Personal mastery
Team learning
trained employees
__________ can contribute to improvements in business productivity, safety, and the quality of goods and services provided
examples of interest groups
Trade unions
Consumer groups
Specific issue groups
directly relates
a manager’s use of skills _____________ to the management style they have adopted
diminish
lack of staff training can _________ business performance
technology
the application of scientific knowledge to invent new devices, tools, systems, or processes
organisational interia
the tendency for a business to maintain established ways of operating
societal attitudes
the collective values, beliefs, and views of the general public
reasons for globalisation
Free trade
Economies of scale
Cultural homogenisation
globalisation
the process by which governments, businesses, and people across the globe are becoming more interconnected, allowing for increased international trade and cultural exchange
legislation
the laws and legal regulations that a business must follow
adapt
businesses must always _______ to stay competitive
competitors
other businesses within the same industry that sell similar goods or services to a business
evaluating the response
the final stage in the Force Field Analysis and determines whether the change has been successfully implemented
finds out if there is a need for further change and the positive and negative impacts of the change
if the change was not successful, it needs to be redone and re-evaluated
implementing a response
After ranking the forces, a business should implement a response dependent on whether driving forces or restraining forces are stronger
Includes actions that can be taken to strengthen the driving forces, reduce or eliminate the restraining forces, and/or the actual execution of the change
During the actual execution of the change, an action plan that details what needs to be done:
Who is responsible
The resources required
Deadlines for task completion
steps of Lewin’s three step change model
Unfreeze
Change
Refreeze
low levels of wastage
positive reputation
positively affects CSR
high levels of performance
extremely efficient and cost-effective production process
business that values sustainability
high levels of wastage
negative reputation
poorly affects CSR
poor performance
causes of workplace accidents
Old or faulty equipment
Poorly trained employees
Dangerous nature of work tasks
Unsafe working practices
low levels of workplace accidents
Comfortable, safe and efficient working environment
Positive health and wellbeing
high levels of workplace accidents
Unsafe environment
Impact staff morale and motivation
Increase staff absenteeism and turnover
Halt production and decrease efficiency and effectiveness
low level of staff turnover
a ________________ means staff are satisfied and the business is considered as an ‘Employer of Choice’
high level of staff turnover
a ________________ means there is a bad business reputation and lack of experience
low rate of staff absenteeism
_______________ means staff are motivated and have high morale
high rate of staff absenteeism
_______________ means staff are unmotivated and dissatisfied
low
_____ number of customer complaints = customer satisfaction
high
_____ number of customer complaints = customer dissatisfaction
low number of sales
customers are dissatisfied with the business’s products, thus there is a ___________________
high number of sales
customers are satisfied with the business’s products, thus there is a ___________________
types of KPIs
percentage of market share
net profit figures
rate of productivity growth
number of sales
number of customer complaints
rates of staff absenteeism
level of staff turnover
number of workplace accidents
level of wastage
number of website hits
low percentage of market share
a __________________ shows that a business has a small share of total industry sales
high percentage of market share
a ________________ indicates a large share of total industry sales
areas KPIs can evaluate
Financial performance
Quality of interactions with customers
Ability to meet expectations of its employees
Environmental impacts
stronger
business changes can only be implemented successfully when driving forces are _______ than restraining forces
false
the outcomes of business change are always postive
principles of lean management
pull
one piece flow
takt
zero defects
employee empowerment
fostering teamwork and employee participation within the business environment so employees are involved in developing solutions to improving quality
continuous improvement
the process of constantly evaluating the way things are done and identifying methods to achieve a higher standard
customer focus
identifying and fulfilling the customers’ exact needs and wants from a business’s goods or services
features of total quality management
Customer focus
Continuous improvement
Employee empowerment
steps for quality control
Standards of quality are established
Inspections are regularly conducted
A good or service is compared against set standards
A good or service is removed if it does not meet the set standards
The cause of the error is fixed to prevent further errors
robotics
programmable machines that can perform specified tasks
similarities between manufacturing and service businesses
Both businesses aim to optimise their operations to produce high quality outputs at a low cost of production
Both have to deal with suppliers during the process of managing operations
Both can utilise forms of technology in their operations systems
Both aim to optimise efficiency and effectiveness in their operations
characteristics of service businesses
Production processes are labour-intensive
Production and consumption occur simultaneously
High degree of customer contact during production as production and consumption occur simultaneously
The outputs produced by a service business are intangible
The outputs produced by a service business are not able to be stored as inventory
Not standardised, but tailored to individual customers needs
characteristics of manufacturing businesses
Production processes are capital-intensive
Production and consumption occur at different times
Low degree of customer contact as consumption is separated from production
The outputs produced by a manufacturing business are tangible
The outputs produced by a manufacturing business are able to be stored as inventory
Can be standardised through mass production
examples of global outsourcing
Technology support outsourced to IT firms
Finance activities outsourced to accounting firms
Operations system outsourced to manufacturing factories for cost savings and quality assurance
examples of processes
Mixing
Designing
Baking
Computing
Assembling
Constructing
Interaction for customers (service businesses)
information (inputs)
how to make the product
time
the efficient use and coordinating resources with appropriate ______ frame limits costs and wastage
capital equipment
the machinery, equipment, factories and properties necessary
materials
raw components and parts consumed or converted by the processes
labour resources
employees and people involved in the processes
types of inputs
labour resources
materials
capital equipment
time
information
improving productivity
Establishing reliable supply chains
Minimisation of wastage and defects
Application of training
Appropriate facilities
ensure waste is recycled during production
possible operations strategy to fulfil a social need
use technology to design new products
possible operations strategy to fulfil a market need
create a website for customers
possible operations strategy to meet shareholder expectations
check products are not faulty
possible operations strategy to increase market share
implementing technology
possible operations strategy to make a profit
maximise
the core business objective is to make a profit, therefore, businesses need to _______ efficiency and effectively use resources to produce goods or services at the lowest price possible
true
operations system needs to be aligned with business objectives
business objective
a goal a business wants to achieve
productive
as a third party, a mediator assists the conversation by ensuring the discussion is productive
court-like
arbitration occurs in a ________ setting
disadvantages of agreements
Can increase inequality in wages compared to employees in other businesses
Can be time-consuming as everyone is involved in collective bargaining
More costly than awards
advantages of agreements
Better relationship between employers and employees
May be flexible towards the business
Can be represented by their union
Receives better wages than awards
requirements for FWC approval of agreements
Better wages and conditions than relevant award for employees
Mutual agreement documented in writing by employer and employees
Compliance with national employment standards set by FWC
collective bargaining
the process of establishing an agreement
Note
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