SUpporting Change

Topics: Management, Change management, Strategic management Pages: 5 (1406 words) Published: January 26, 2014
Contents

Introduction to the organisation............................................................................................................1 An explanation of why your organisation needs to change identifying at least 6 internal and external factors that drive or influence the change.............................................................................................1

Explain how change can impact an organisation’s business..................................................................2 Explain the main factors involved in the change process.......................................................................3

A comparison between at least 3 different approaches to managing change.......................................3 Describe 3 behavioural responses seen when change occurs in an organisation..................................4 Explain at least 3 ways that HR can support individuals during change.................................................5 References..............................................................................................................................................5

Introduction to the organisation

The organisation this report is based upon is NCO Europe Ltd (NCO) their European Head Office is based within Preston’s City Centre and the organisations head office is based in Pennsylvania US. NCO is part of a much larger group of companies namely Expert Global Solutions (EGS). The EGS Group is a business process outsource market leader employing in excess of 43,000 employees in 118 contact centres around the globe currently in 14 countries, with an annual turnover exceeding $2 Billion. EGS is a recognised tier one player in both Customer Relations Management (CRM) and Accounts Receivable Management (ARM) whose clients include 40% of the fortune 500. At the European Head Office, NCO currently employs approximately 500 employees at this site and is currently undergoing a rapid expansion program.

An explanation of why your organisation needs to change identifying at least 6 internal and external factors that drive or influence the change.

Over the last few years, businesses within the UK have needed to adapt and change to the economic challenges posed by the long lasting recession that hit the financial markets back in the 2nd quarter of 2008. A major part of the organisations income stream is from debt recovery also known as ARM. The economical downturn had a direct impact on the organisations strategic objectives as this impeded revenue collected from those who fell into arrears. The organisation implemented a change in business strategy a new department was created to solely deal with debt management companies (DMCs) and customers in financial difficulties, as a result an increased revenue stream was created. The increase in business has resulted in a huge expansion both in the capacity of new employees required but also it has seen the organisation needing to relocate to a newly refurbished building along with investment in new technology to ensure they have both the capacity and the capability of fulfilling the client’s requirements. Change can be described as being inevitable, and those organisations who do not keep up with change may become unstable, with long-term survivability in question. There are events, or situations that occur that affect the way a business operates, either in a positive or negative way such as; Out-sourcing, Internal Reviews, Resignations, Mergers, The Recession or even Employee / Client expectations can all lead to change needing to be implemented within an organisation.

Explain how change can impact an organisation’s business

Change can impact an organisation in numerous ways such as;
I.Size – This is frequently a driving factor for a company’s structure. Smaller businesses won’t usually have a vast structure as the owner is usually responsible for all tasks. Larger organisations usually require a more...

References: Acas publications. (2010). How To Manage Change. Available: http://www.acas.org.uk/media/pdf/d/b/Acas_How_to_manage_change(Jan_10)-accessible-version-Nov-2011.pdf. Last accessed 2nd January 2014.
Organized Change Consultancy. (2010). Re-engineering and TQM: Approaches to Organizational Change . Available: http://www.organizedchange.com/village.htm. Last accessed 2nd January 2014.
American Management Association. (2008). HR Best Practices During Organizational Change. Available: http://www.amanet.org/training/articles/HR-Best-Practices-During-Organizational-Change.aspx. Last accessed 4th January 2014.
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