Managing_Change_Description

INTRODUCTION Managing changing is a very important issue in the success of every business. Ref ''Change management is a set of ideas, strategies, and skills that can be applied to engage change effectively. These may be applied in planning for change, the implementing change and the supporting continuous improvement following change. In this report, we will briefly describe the problems that explain why change is needed. We will demonstrate the change plan by mainly using Kotter’s change process and Lewin’s change model. Those models can elucidate the driving and restraining forces that influence the change. We will also suggest some ideas that can minimise expected resistance. Lastly, evaluation is essential to examine and improve the performance of the whole changing process. THE BACKGROUND/PROBLEM/ISSUE THAT PROMPTED THE NEED FOR CHANGE Citybase Property Management Ltd ("Citybase"), which is wholly owned subsidiary of Cheung Kong (Holdings) Limited, was established in 1985. Citybase is today one of the biggest and most reputable property management companies in Hong Kong. (Citybase Property Management Ltd web site) We pick Banyan Garden as a starting point to run this change plan. Banyan Garden is located at Lai Chi Kwok at Kowloon Side (Hong Kong) which is a new residential estate built only for 5 years. We aim who''to provide an excellent service, comfortable and graceful environment for all Banyan Garden residents. For the past 5 years, we’ve been providing excellent service for all residents. Keep to writing this report (not company PR) For the upcoming year, we would like to run a series of events related to environmental protection and cost reduction. The environmental issue is pointed out by many public societies and it becomes a trend everywhere. Pollution problem is around us so that we have to take more actions to stop this problem getting worse. Many green groups believe that we can reduce pollution by adopting the method of recycling, reusing & rebuilding, reducing and replacing. By running those methods, we can reduce the management running cost beneficial to residents. Some references would have been useful here The Mantra for this change plan is “Green Life Enhancement”. As mentioned, we are going to take four methods to achieve this goal. Those areas are around to protect the environment. Need to have an overall goal and then list the ways you are going to achieve it 4 MAJOR METHODS Recycling Distribute plastic bag to household for plastic bottle and aluminum can classification Reusing & rebuilding Collect air-fresh bottle, plastic bottle and alumimum can for reuse Reducing Reduce 50% of chemical air-fresh spray Replacing Use plants as a replacement for optimising environment In the research stage, we will collect the data of using Air-Fresher Spray. Those data will help us to set the target and give us the overall picture. By roughly calculation (refer to figure 1.1), one bottle of Air-Fresher Spray contains 1000 times for spread out. What does this mean' It is not clear Figure 1.1 FREQUENCY OF SPREAD OUT AIR-FRESHER SPRAY Spread out frequency per life – Now Per 15 min Per hour Per day Per month (30 days) 1 time 4 times 96 times 2880 times Total Life in Banyan Garden Life in Lobby + Total Life for 8 blocks (Life per block x No. of block) Total 3 24 27 Total usage: 77760 times No of. Bottle used per month: 77760/1000 78 bottles per month The plan is aim for cutting half usage of air-fresher spray by changing the spread out frequency. Now the spread out frequency is 15 minutes per time. We will change to 30 minutes and 20 minutes for individual building blocks and lobby respectively and cut off the use of one of the lifts in lobby during night time from 12:00am to 6:00am. And other event is to encourage residents to classify the bottle and aluminum can for recycling. We aim to achieve a rate of over 80% residents who will join and accept this programme. THis is a jumble – you need to have an overall change program and then begin the details. As written it is simply about the spray STAKEHOLDER ANALYSIS Stakeholders are any individuals, groups or entities with an interest in the activities of the organisation. Introduce a model here EXTERNAL: Government agencies: Environmental protection department is a government agency who is responsible to encourage activities whichever is contributed to environmental issue. Therefore, they have the ability to support the property management company to enhance green life in the community proactively. Recycle company: The company should have the expertise to run the business and teach customers the details to organise the wastes. We will make a partnership relationship with them for collecting the recycle materials. Suppliers: 1. Air-fresher company – this party should be very unhappy with the coming plan of reducing the usage of air fresher for the lifts in the housing estates, it is darkside for them. They seek to provide a better quality of air-fresher to be used inside the lifts. 2. Plastic bag company – this company will get more business since we will use more plastic bag for bottle and aluminum can classification Household: They are the main party involve in this event so that management company need to help them to understand the change and convince them to tolerate the discomfort in the transition and to work and support with them. Use the Recklie Strategies reference to classify customers (targets) into 4 different categories: 1. For those argumentative, stubborn people and the elderly (they may not possible to understand), the change agent would not invest much effort with this group. Why' 2. Towards children, teenagers and young adults, they may be low power, but has chance to become useful allies, because they are the up-coming generation and they may affect their parents in some extent; the change agent has to keep them informed. Good 3. For the very large proportion in the targets, housewives may behave passively for extra work to separate the wastes; they exert enormous impact on the campaign. The management company has to understand their intentions and involve them, and keep them satisfied. 4. For those who are both powerful and interested, such as the committee members of the building and friendly and respectful households, the change agent must involve them in all relevant stages and decisions. Good INTERNAL: The Management Company: This is a good chance for the company to exercise the social responsibility to comminute and improve their management standard. But develop the key points – provide some depth Staff (Management staff, cleaning staff): This is the responsibility for the management staff to implement the company’s will; with professionalism they should provide friendly service to the customers. The cleaning staff may be dispirited for extra work, some training and reward is needed for this group. DIAGNOSIS AND SOLUTION FINDING The air freshener The management team has received few complaints about the strong smell of the air- fresher inside all the lifts, some caused them nasal allergy, some feeling uncomfortable. The management team needs to find out solutions for the problem. Kevin Trudeau reference'' claimed air fresheners are not air fresheners, because they do not freshen the air, they are full of poisonous chemicals and simply mask odors by killing the olfactory cells, smell receptors in the nose. A specific chemical called 1,4-Dichlorobenzene (1,4-DCB) is specifically harmful to the lungs. By many evidence, whatever disease we have, was likely caused by something we have done, eaten, drunk, smelled, or put on our body, we have to find out the origins of the disease in order to stopping those things. (Green Earth Society Website) So ….. more discussion Separation of waste, recycle cans Most of our household waste goes to landfill sites and the amount of waste we produce is increasing each year, landfills would fill up faster, and we would have to build more and more to accept all the new garbage. People have to live near landfills. Landfill sites are a threat to the environment, there are risks associated with landfill that include the risk of explosion and the risk of leakage of toxic pollutants into the surrounding earth and waterways which can present a health risk. This is introduction or background – needs references It is also important that recycling recovers valuable raw materials. If we make aluminum cans from recycled cans, we don’t have to disturb the environment by mining and smelting the mineral bauxite which is used in the manufacture of aluminum. Finally, recycling reduces pollution and saves energy that would have been expended when making products from ‘virgin” or unrecycled raw materials. Recycling is the way of future. People do not want to build new landfills, and recognise that it is just plain wasteful to throw so many reusable things away. If we all do our bit we can all benefit from a healthier environment and can preserve the earth’s resources for future generations. (ABC Directory Web Resources Website) & (Resource Recycling Systems Inc. (RRSI) Website) No sense of linking the points Force Field by Kurt Lewin is suitable for diagnosing the overall picture. And figure 1.2 shows you the driving forces and restraining forces on this changing plan. Figure 1.2 - Force Field Analysis Problem: Air freshener and separation of waste DRIVING FORCES STATUS QUO LINE RESTRAINING FORCES Good diagram but you have to discuss it RESISTANCE AND STRATEGIES Nowadays, change is all pervasive in organizations, resistance is an inevitable response to any major change. “Organizational change can generate skepticism and resistance in employees, making it sometimes difficult or impossible to implement organizational improvements” (Folger & Skarlicki 1999, P.25 good ). Resistance to change takes many forms where people will object, or refuse to cooperate with the change. In the study of Kotter and Schesinger (Kotter & Schlesinger 1979, P.106-114), who identified basic causes of resistance to change. Firstly, there are parochial self interest. The individuals are more concerned with the implications for themselves. In this changing program, the suppliers are more concerned their sales more than the environmental protection. And the householders may be a lot of trouble that they need to spend more time to classify the wastes to different recycle boxes. Another big issue is about communication problem which is affected by inadequate information. For example, Citybase is a large organisation, there are many layer in this company, the site management staff may not fully understand the reason why the company need to reduce the usage of chemical spray due to lack of communication or insufficient information. Furthermore, the low tolerance of change is a reason that the individuals resist to change. The resistance may be caused by the individuals who have a sense of insecurity or they have different assessment of the situation. The management staff may feel that they are unable to perform well in the new situation or contrary the change may cause more households to complain. The resistance may also be caused by the disagreement over the need for change. Some households recognise that use of air-fresher spray is a symbol the quality of life. They may against to change it. But you don’t make the links between the information and your change program REDUCE EXPECTED RESISTANCE Citybase can cooperate with Government's Environmental Protection Department and form the Young Green Ambassadors to promote environmental protection to the households. Citybase can form a Young Green Ambassador team and organise a various activities. The Young Green Ambassadors can get a special record book where bonus marks will be recorded when the Ambassador has done something good for the environment. When a certain number of bonus points are accumulated, the Ambassador will get a certificate from the Environment Protection Department. For the households, Citybase can organise the waste recycling seminar or video for households to let them understand the advantages of this change plan, e,g, demonstrating the whole idea for bottle and aluminum can classification, showing to them how the different colour (disposal) plastic bag can helps the household to simply classify different reusable materials. With an organisation of a meeting with Banyan residents, they can express their suggestions and feelings at the beginning stage. Getting their involvement and ownership are very important to reduce resistance. We will partner with club house to organise a site visit event which can enhance both of residents and staff environmental knowledge and concepts. For management staff, Citybase can promote their staff to join “Environmental Protection Ambassador Scheme for Property Management” which is co-organised by Housing Department, Hong Kong Housing Society, Hong Kong Association of Property Management Company Limited. Empowerment is an effective way to enhance the efficiency and job satisfaction for Citybase. “…need a systematic process of decentralizing control to prevent increasing delay, cost and dissatisfaction caused by a lack of empowerment and ability to make decisions” (Pollitt, 2007). It can create the chances for successful delegation and empowerment improves when the tasks in question are assigned to capable, responsible, self-motivated group members. That is giving a full satisfaction for the staff to avoid the sense of insecurity. So – relate to the change process – how is it going to change things OVERALL CHANGE MODEL Two types of change model will be applied in this report, i.e. Lewin’s model and Kotter’s model. Need a formal introduction LEWIN’S MODEL There are three-step model of change included unfreezing, moving and refreezing. One year time line is set for changing process. Why'' Unfreezing stage – it will finish within 5 months 1. Establish good relationships with people involved Property Management company need to establish good relationship with all stakeholders which are including Recycle company, Suppliers, Household, The Management Company, Staff (Management staff, cleaning staff): 2. Help others realise that present behaviours are not effective Some of householders are advocates of the pollution reduction. Property Management Company can help householders to join some of training such as Environmental Protection Ambassador Scheme for Property Management (Environmental protection department, 2007, Environmental Protection Ambassador Scheme for Property Management 2006/2007) 3. Minimise expected resistance to change Householders disagrees the changing plan. Most of opinion will be raised out from them. Property Management Company may lack of channel and resource to collect and follow up their opinion. If they can find effective communication channel, the discontented emotion of the opponents will be minimised. Good points but need to be developed and linked Moving stage – it will be finished within 4 months 4. Identify new, more effective ways of behaving Property Management Company collect residents’ opinions and property data through the research. New ideas will be created to solve those issues 5. Select changes in tasks, people, culture, technology, structure Develop direction for this change plan and select the appropriate method, stakeholders and all related requirements. 6. Take action to put these changes into place Action will be taken in this stage by announcing the programme through different media. Other ideas may be partnering with Recycle Company and government to practice the changing such as Hong Kong Recycling Co. Ltd is famous recycle company in Hong Kong (Hong Kong Recycling Co, Ltd Website) ''' Need more explanation Refreezing – it will finish with 3 months 7. Create acceptance and continuity for the new behaviours Property Management Company keep reviewing and collecting the opinion from the property. It can set up the department to follow up all of change and levy the guide for the household. It can enhance the promotion and activity in property related protect environment to improve the behaviour and knowledge of household. 8. Provide any necessary resource support It creates funds to support and provide necessary resource for the environmental protection and related promotion from management fee. Household can make use of the fund to obtain the support to hold their environmental protection activity. 9. Use performance rewards and positive reinforcement It create the rewards for encouraging the household who are willing to put the effort in protecting the environmental such as free of management fee. It can reduce the management fee to encourage the household to join the changing plan and share the changing result with them. KOTTER’S MODEL 1. Establish a Sense of Urgency Establish the clear goal for the changing plan. It can set the fixed deadline for achieving objectives to create energy toward getting results and drive people to perform. 2. Form a Powerful Coalition Some of senior project manager can lead all of team member to achieve the goal. They can through the expertise, knowledge and reputation to obtain support from the team members. 3. Create a Vision The vision is developing the positive and concerned with environmental protection property management. Households can share the result with property management from the completion of the changing process. 4. Communicate the vision Household is the main target to communicate in the project. Property Management Company can through the meeting, workshops and activities to keep communication with them. The action could be listening and making research to collect the opinion. Then, it can make the report to sum up and present to household to prove it is what they really want. 5. Empower other to act Property Management Company empowered the staff to execute the policy of the changing plan and sure they submit the duty report monthly. It can through the duty report to analyse the process and usefulness of empowerment. 6. Plan for and create short term wins Property Management Company needs to set the short term goal. Then, it can do the recycle statistics for bottle, can and chemical spray and improvement report to encourage the performance. It can also reward the best property in environmental protection. 7. Consolidate improvements and produce further change Property Management Company can keep review and collect the opinion from the property. 8. Institutionalise the new approach It can set up the department to follow up all of change, levy the guide for the household and develop the environmental protection culture in the property. But these change plans do not go beyond being lists of what you will do – you need discussion and analysis EVALUATION APPROACHES We will use both of formative and summative evaluation approach to measure the performance of this change plan. Formative evaluation happens during the change cycle, and provide information to guide corrective action (RMIT University 2008, P.128). It will help us to adjust some areas which can fix the expected problems. Summative evaluation happens at the completion of the change project, and focuses on the end product or result (RMIT University 2008, P.129). Our customer is all Banyan Garden residents, we are necessary to gain their satisfaction. As a change leader, we should get their feedback in the middle stage to observe how the residents feel the change. The formative evaluation will be done at Moving Stage which is after taken actions. We will post the event details and suggestion form in resident’s website and quarter brochure. They can easy to send their feedback by using website’s forum and suggestion form. As mentioned, we will have Young Green Ambassadors. They can patrol their estates and report any suggestions for improving environmental protection in the estate to the management centre. They will also act as Green Monitors in their homes, reminding themselves and their family to always think about environmental protection. For the overall summative evaluation, we will do it after the whole program. We will measure the performance by the actual data of air-fresher spray, responsiveness of bottle and can classification and customer satisfaction. In order to encourage the residents to send their feedback, we will distribute the evaluation to all the residents’ mail box. CONCLUSION Managing change is a guide on how to effectively introduce new initiatives within the organisation. In this changing programme, we found that change tends to meet with resistance. Planning, creating strategies to involve individuals and groups in the change. By using management techniques designed specifically for transition can make the process of change less problematic. And the evaluation is essential to examine and improve the performance of changing programme.