Using the scenario information supplied, the candidate will identify strategic change needs, review existing policy, monitor trends in the external environment that impact on organisation’s objectives, identify operational change objectives, prioritise change requirements and consult experts or specialists to assist in identification of change requirements and opportunities. The candidate will then write a report to management outlining the change requirements.
Review the case study “Fast track courier “ and prepare a report on the basis of the following points:
It is the end of the 2011 financial year. You are an external change management consultant employed by Fast Track Couriers. You have been asked by the General Manager to prepare a report to identify opportunities and requirements for change for the organisation in the coming year.
You have been given some information about the organisation and the organisation’s strategic goals. Specific operational and human resources goals were developed to support the strategic goals.
The strategic goals were developed as a result of external market research indicating an opportunity for Fast Track Couriers to build market share in Sydney. The business has the opportunity to increase Sydney market share by 7.5% on the back increased efficiency and shorter delivery times from larger truck fleet and improved distribution systems.
You have also been given some information about employees and some background information regarding the organisation’s workforce relations.
Before submitting the final report, you will need to review your proposed changes with all relevant manager stakeholders. The General Manager is very concerned about identifying change requirements in close consultation with key management stakeholders within the organisation in order to ensure the least resistance to implementation.
Fast Track Couriers is a courier company that has been operating in New South Wales for the last 15 years. Its primary business function is delivering medium to large size packages across metropolitan Sydney.
The organisation’s strategic goals are:
Strategic goals are supported by the following operational and human resources goals.
Fast Track Couriers employee the following people:
The company communicates with employees via email for head office employees and a printed monthly newsletter for drivers. The company provides information regarding policies procedures through documented manuals that are held in each truck as an employee manual. Office-based staff can access copies of these manuals at the office.
All trucks are fitted with a GPS system to assist drivers with navigating to each pick up and drop off location. Trucks are also assigned a PDA that provides drivers with the details of each pick up and drop off and records when a job starts and finishes. The data from this device is sent back to head office to monitor job progress but is not used to complete productivity reporting. When this device was introduced, drivers were not happy as they felt the organisation was saying that it did not trust the drivers to manually record the time spent on each job. Many of the drivers also resented having to learn how to use the device and thought it was a waste of time.
Head office employees work very closely together and are a very cohesive and motivated team. They are positive about the organisation’s direction and respond well to change.
Drivers have historically reacted negatively to change. Change implemented in the past has met with resistance and was therefore difficult to implement. Drivers have in the past done their best to block any changes from being implemented, even going to the lengths of threatening strike action and having the union involved to assist with resolving the issue.
Fast Track Couriers currently allocates two drivers per truck to ensure that drivers are able to load and unload heavy packages. The strategy going forward is to remove the need for having two drivers per truck by installing an automatic lift gate on the back of each gate at a cost of $10,000 per truck. This will mean that only one driver is needed per truck as no heavy lifting will be required.
It is Fast Track Couriers intention to use these surplus drivers to drive the new trucks that will be purchased to enable the company to extend its services to regional NSW.
Drivers are currently happy with the work environment as they enjoy working as part of a two-man team. The organisation typically leaves the drivers alone and lets them do their job as this is what seems to make them happy. Management has tried in the past to have drivers participate in organisational activities. These activities were not received positively and the drivers complained and asked not to be involved. The drivers’ view is that their preferred team is their two-man driver team and they only see the benefits of that specific working arrangement. There is a high value placed on communication with trucking team members.
Analyze the organizational objectives provided in the scenario to identify the change requirements for fast track couriers
Objectives of Fast Track Couriers
Fast Track Couriers is an express company that has been operating in New South Wales for 15 years. The major business area is courier medium and large size packages in the Sydney.
There are several strategic goals for the development of the organization: increasing the marketing share by 7.5 percentage in courier market; to improve the distribution management system; to shrink the delivery period for large size truck fleet; to achieve and maintain a well-motivated and workforce.
Requirement for change
Relevance between objective and changes
PDA and GPS
In this century, the PDA and GPS equipment have been applied in the courier organization, the PDA is used for tracking item for customers, and meanwhile, the paper workload of drivers can be reduced. And GPS is utilized for locating the pick-up and drop off locations for the drivers. So the PDA and GPS implement can obtain higher work efficiency and satisfy the customer principle requirements. After all the customers willing to use a service that can satisfy accuracy and efficiency of the delivery, for example, shifting packages on time and tracking parcels easier. Hence, utilising PDA and GPS devices could assist growth market share by 7.5 percent in Sydney.
The truck policy of one truck one person, installing and automatic lift gate and new truck purchase
To reduce the injuries of lift heavy items, decrease labor cost and expand truck for delivery efficient, the organization decides to install the automatic lift gate on the back of each truck gate. So the driver number should be decreased from two to one in each truck and surplus drivers would be arranged to drive new trucks which will purchase by organisation for expanding delivery capability. Therefore, the organization should introduce the truck policy of one truck one person to all of drivers.
Human resource structure modification
In order to assist the modification in workforce management the human resources should be integrated in the first quarter of 2012 financial year.
The modification should include:
How the current policies practices and operations deliver against the organisation’s strategic goals.
If the human resources structure was not modified, the drivers cannot understand the method of new devices and misunderstand the intention of breaking the original team. And the salary is under the average salary in the Sydney market.
The injures would be caused easily as the automatic lift gate did not install and the workforce would be incurred shortage as the new truck with one driver policy has not been introduced to drivers. Hence, the organisation’s goal would be affected by above factors.
If PDA and GPS devices did not install on time for all of trucks and drivers, the effectiveness and efficiency would become very low.
If the OHS manager and human resources professionals have not received new direction, the training would become ineffective and incur some incorrect knowledge introduce to staff.
Monitor external trends to identify events or trends which may impact on the achievement of the organisation’s strategic plan goal.
Identify two external trends
Develop an explanation of how the trends currenctly impact or will impact organizational objectives
Identify major operational change requirements:
The organization goals could be achieved due to the new changes, meanwhile, the performance of the organization could be promoted. New changes could be some new policies, for example, one truck one driver, training and PDA and GPS working procedures.
As the one truck one driver policy, the organization can integrate new form fleet which has more competitiveness and bring more chance in the NSW market.
PDA and GPS installation could assist organization maintain competiveness in the market.
The one truck one driver policy could eliminate working injures; hiring the human resource manager in order to do negotiation with unions about working issues and reduce problems.
Identify specialists to be consulted to assist with identifying change needs:
Human resource manager: in order to avoid unnecessary problems by communicating with unions and make sure higher satisfaction of staff salary.
Marketing professionals: promote professional suggestion support to executive and locate potential target. Work out efficient market strategy.
Financial specialists: making the purchase plan for new trucks; to provide professional advice of budget control, profit forecast and ensure tax compliance.
Prepare a support guideline and organize meetings for organizational improving changes with specialist who is suggested by professionals. Because this can help the change strategy is implemented successfully.
Identify the managers that need to be informed. Prepare a plan that identifies who, when and how stakeholder managers will be engaged to review and prioritize change requirement.
Firstly, the shareholder and general manager must be informed before others, if all of relevant specialists have been consulted with. Organizing meeting for changing requirements and analyzing the positive and negative points in the change.
Then after the meeting, the chief financial officer and accountant department should be noticed. Because they according to analysis present situation and write report of feasibility of the financial change plan.
Thirdly, the office team manager and the team members would be informed of actions as above. And the meeting should be organized to plan the future change and relevant working process.
Finally, the truck drivers should be informed of change plan.