HRM 310 Change Management Case Study Essay
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HRM 310 Change Management Case Study Essay
HRM 310 Change Management 0 HRM 310 Change Management
Readiness for Change
Team 1: Cedric Alexander, Chevez Clarke, Patty Dirschel, Nicole Huisken, Johnny Macias, Rob Miller
HRM/310
July 21, 2019
Kyle Steadham
Memo
To: Board of Directors, Starbucks
From: Cedric Alexander, Chevez Clarke, Patty Dirschel, Nicole Huisken, Johnny Macias, and Rob Miller
Date: 7/20/2019
Re: Improving Customer Service
Introduction
Every day Starbucks has the privilege of serving many people around the globe their morning cup of coffee or that much needed afternoon treat. As a leader in the food and beverage service industry the company has new locations opening constantly. When the company grows rapidly and becomes wildly popular which has been the case, focus on customer service cannot be lost. An effort must be placed on the customer experience and customer retention. The organization must be adaptable to the customers changing needs and wants. It is important to evaluate to what extent a company is prepared for these changes and to devise an effective plan for change.
Evaluation of Data
Starbucks has achieved widespread success based on its ability to provide quality products. They are not the fastest or the most reasonably priced, however they have created a loyal customer following. Consumers are changing their ideas regarding product worth, and Starbucks needs to adapt in order to remain competitive. Due to the cost of the products Starbucks must provide the best overall experience for the customer to make them feel as though they are getting sufficient value for the cost. According to the American Customer Satisfaction Index the company is seeing currently seeing an increase in customer satisfaction after a period of decline. The company must continue to be not only responsive to change; it needs to be proactive in this area and prepare for upcoming trends. (ACSI, 2019)
Pros and Cons
The data collected from ACSI shows that Starbucks has been able to maintain customer satisfaction scores from 74-80 with no more than a four percent change annually. (ACSI, 2019) This demonstrates that the company has consistently delivered the experience the customer is looking for, however there is a large margin for improvement. The negative aspect of this data demonstrates some stagnation, as the company has not been able to exceed a customer service scores above the 80-point mark. The company must be proactive in its customer service strategy as opposed to reactionary.
Improvement Plan for Change (Patty) (<– this is a section header) – In this section, articulate an effective improvement plan for the needed change
Vision Statement for Change
A vision statement is important so that the company stays on track and focuses on their goals. A great vision statement has a purpose, an explanation, and how to support the statement Cawsey, Deszca, and Ingols (2016). When big changes happen it’s necessary to have a vision statement to support the change and start new. The new vision statement will change how customer service is viewed. We at Starbucks are ready to put the customers first in a big way, we will strive to be faster and more efficient as well as listen to our customers wants and needs.
Model to Assess Readiness for Change (Cedric) (<– this is a section header) – In this section, create a model to assess your company’s readiness for change. Describe your model and its components.
Company Readiness Ratings Chart
Readiness Dimensions Readiness Score Possible Readiness Score Previous Change Experiences 1. Has the organization had generally positive experiences with change? Yes, Score +1 +1 2. Has the organization had recent failure experiences with change? Score -1 0 3. What is the mood of the organization: upbeat and positive? Score +1 +1 4. What is the mood of the organization: negative and cynical? Score -2 0 5. Does the organization appear to be resting on its laurels? Score -1 0 Executive Support 6. Are senior managers directly involved in sponsoring the change? Score +2 +2 7. Is there a clear picture of the future? Score +1 +1 8. Is executive success dependent on the change occurring? Score +1 +1 9. Has management ever demonstrated a lack of support? Score -1 -1 Credible Leadership and Change Champions 10. Are senior leaders in the organization trusted? Score +1 +1 11. Are senior leaders able to credibly show others how to achieve their collective goals? Score +1 +1 12. Is the organization able to attract and retain capable and respected change champions? Score +2 +1 13. Are middle managers able to effectively link senior managers with the rest of the organization? Score +1 +1 14. Are senior leaders likely to view the proposed change as generally appropriate for the organization? Score +2 0 15. Will the proposed change be viewed as needed by the senior leaders? Score +2 0 Openness to Change 16. Does the organization have scanning mechanisms to monitor the environment? Score +1 +1 17. Is there a culture of scanning and paying attention to those scans? Score +1 +1 18. Does the organization have the ability to focus on root causes and recognize interdependencies both inside and outside the organization’s boundaries? Score +1 +1 19. Does “turf” protection exist in the organization? Score -1 0 20. Are the senior managers hidebound or locked into the use of past strategies, approaches, and situations? Score -1 0 21. Are employees able to constructively voice their concerns or support? Score +1 +1 22. Is conflict dealt with openly, with a focus on resolution? Score +1 +1 23. Is conflict suppressed and smoothed over? Score -1 0 24. Does the organization have a culture that is innovative and encourages innovative activities? Score +1 +1 25. Does the organization have communications channels that work effectively in all directions? Score +1 +1 26. Will the proposed change be viewed as generally appropriate for the organization by those not in senior leadership roles? Score +2 +2 27. Will the proposed change be viewed as needed by those not in senior leadership roles? Score +2 +2 28. Do those who will be affected believe they have the energy needed to undertake the change? Score +2 +2 29. Do those who will be affected believe there will be access to sufficient resources to support the change? Score +2 +2 Rewards for Change 30. Does the reward system value innovation and change? Score +1 +1 31. Does the reward system focus exclusively on short-term results? Score -1 0 32. Are people censured for attempting change and failing? Score -1 0 Measures for Change and Accountability 33. Are there good measures available for assessing the need for change and tracking progress? Score +1 +1 34. Does the organization attend to the data that it collects? Score +1 +1 35. Does the organization measure and evaluate customer satisfaction? Score +1 +1 36. Is the organization able to carefully steward resources and successfully meet predetermined deadlines? Score +1 +1 Total +29 The scores can range from -10 to +35. If the organization scores below 10, it is not likely ready for change and change will be very difficult. The higher the score, the more ready the organization is for change. (Orta, M., von Feigenblatt et. al, 2015)
References (ALL)
American Customer Satisfaction Index (2019). Benchmarks by Company. Retrieved from
Cawsey, T.F., Deszca, G. & Ingols, C.A. (2016). Organizational change: An action-oriented toolkit (3rd ed.). Thousand
Oaks, Ca. Sage Publications
Orta, M. von Feigenblatt, O.F., Lemus, E., & Rivero, O. (2015). Starbucks Corporation: Leading Innovation in the 21st
Century. Journal of Alternative Perspectives in the Social Sciences, 7(1), 23-38. Retrieved from
http://search.ebscohost.com/login.aspx?direct=true&AuthType=shib&db=a9h&AN=10878366&site=eds-live&scope=site
Grading Rubric
HRM310 Week 2 Grading Rubric Learning Team Memo (Rev. 7-7-19) RUBRIC INSTRUCTIONS FOR STUDENT: After you complete your references section in your assignment, copy and paste this grading rubric to your Word document. That way, I can give you structured feedback in a more organized way. I can also evaluate your papers more quickly. Review the following resources before creating the memo: · Week 2 Grading Rubric-Team
· Memo Template & Format Guidelines
· Guide to Peer-Reviewed References & APA Formatting
· Ch. 4 of Organizational Change
· Research the Internet using a search engine of your choice for internal and external data or information on one of the following companies: Uber, Verizon, Facebook, Microsoft®, Apple, Starbucks, Google™, General Motors, Amazon, Whole Foods Market, Capital One Financial, or Hyatt Hotels.
Discuss with your team how the selected company can improve within one of the following areas: customer service, employee morale, or greater market share.
Rate the company’s readiness for change using Table 4.1 “Rate the Organization’s Readiness for Change” in Ch. 4 of Organizational Change. Replicate this chart, complete it, and submit it as Section to the memo below.
Prepare a memo of at least 750 words written in the third person voice, and address the following issues. You must address the following topics below using the section headers (labels) in bold:
· Section 1- Introduction (<– this is a section header) – describes what the memo is going to be about; it mentions the upcoming sections.
· Section 2- Evaluation of Data (<– this is a section header) – In this section, evaluate the data to be used in internal and external organizational change management.
· Section 3- Pros and Cons (<– this is a section header) – In this section, describe the pros and cons of the information you gathered.
· Section 4- Improvement Plan for Change (<– this is a section header) – In this section, articulate an effective improvement plan for the needed change
· Section 5- Vision Statement for Change (<– this is a section header) In this section, discuss a vision for change, and craft a vision statement appropriate for the change sought.
· Section 6- Model to Assess Readiness for Change (<– this is a section header) – In this section, create a model to assess your company’s readiness for change. Describe your model and its components.
· Section 7- Company Readiness Ratings Chart (<– this is a section header) – include the score on the 6 categories for the company’s readiness for change from Table 4.1 “Rate the Organization’s Readiness for Change” in Ch. 4 of Organizational Change: Previous Change Experiences, Executive Support, Credible Leadership and Change Champions, Openness to Change, Rewards for Change, Measures for Change and Accountability
· Section 8- References (<– this is a section header) – have at least 2 peer-reviewed sources in addition to the Organizational Change text, for a total of 3 peer-reviewed/scholarly references in APA format (with authors and dates). The references are incorporated throughout the memo with correct APA in-text citations.
· Section 9- Grading Rubric (<– this is a section header) – The 9th section contains this grading rubric.
Post your assignment as a Microsoft® Word document. Click the Assignment Files tab to submit your assignment.
Content 50% Points Available 30 Max
Points Earned Section 1- Introduction (<– this is a section header) – describes what the memo is going to be about; it mentions the upcoming sections. Section 2- Evaluation of Data (<– this is a section header) – In this section, evaluate the data to be used in internal and external organizational change management. Section 3- Pros and Cons (<– this is a section header) – In this section, describe the pros and cons of the information you gathered. Section 4- Improvement Plan for Change (<– this is a section header) – In this section, articulate an effective improvement plan for the needed change Section 5- Vision Statement for Change (<– this is a section header) In this section, discuss a vision for change, and craft a vision statement appropriate for the change sought. Section 6- Model to Assess Readiness for Change (<– this is a section header) – In this section, create a model to assess your company’s readiness for change. Describe your model and its components. Section 7- Company Readiness Ratings Chart (<– this is a section header) – include the score on the 6 categories for the company’s readiness for change from Table 4.1 “Rate the Organization’s Readiness for Change” in Ch. 4 of Organizational Change: Previous Change Experiences, Executive Support, Credible Leadership and Change Champions, Openness to Change, Rewards for Change, Measures for Change and Accountability Section 8- References (<– this is a section header) – have at least 2 peer-reviewed sources in addition to the Organizational Change text, for a total of 3 peer-reviewed/scholarly references in APA format (with authors and dates). The references are incorporated throughout the memo with correct APA in-text citations. Section 9- Grading Rubric (<– this is a section header) – The 9th section contains this grading rubric. Organization / Development 25% Points Available 10 Max
Points Earned The 9 required sections are organized separately in sequence as listed in the Content section. The memo is at least 750 words in length (excluding references and headers) Each section has a clear label or header. Mechanics 25% Points Available 10 Max
Points Earned Formatting or layout and graphics are pleasing to the eye (font, colors, spacing). Rules of grammar, word usage, punctuation, capitalization, and spelling are followed. Sentences are complete, clear, varied, and concise with proper syntax. Used size 12 Times New Roman font for main body text and references. Used double spacing between sentences and in References section. Used memo format. Used naming convention “FirstName_LastName_Week #_ Memo.doc” when saving and uploading file. Marked with Number of Days Late Total Points Available 50
Total Points Earned LATE POLICY: Students should submit assignments according to Arizona time (MST) based on the assigned due dates. Late assignments will be penalized with a 10% grade deduction for each day late. Deadlines will be defined as 11:59 p.m. MST. Assignments submitted more than four days late will not be accepted. Assignments submitted after the last day of class will not be accepted.
RUBRIC
QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points: Student failed to submit the final paper. 20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. 40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. 50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points: Student failed to submit the final paper. 5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors 10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points: Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper. GET THIS PROJECT NOW BY CLICKING ON THIS LINK TO PLACE THE ORDER
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