CHANGE MANAGEMENT
INTRODUCTION
• Total Laundry Care (TLC) is a laundry service business that is currently experiencing
a decline in revenue as a result of competitors and is finding it difficult to maintain a
steady flow of customers. Three new laundromat open within a mile from TLC’s
location.
• Present change management strategy
• Topics:
• Define my change management strategy for TLC.
• Describe how I would prepare
ROOT CAUSE ANALYSIS (RCA)
• PROBLEM: TLC experiencing decreased revenue due to tough competition.
• Why?
• Technological Advancements: Competitors offer conveniences like online booking,
mobile payment options, or automated notifications, customers may be drawn to those
alternatives.
• Marketing and Promotion: Competitors are implementing effective advertising campaigns,
utilizing social media platforms, or partnering with local businesses to attract customers,
TLC’s lack of marketing presence could contribute to decreased revenue.
• Service Quality: Competitors offer faster turnaround times, superior cleanliness, better
customer service, or additional amenities, customers may prefer those alternatives.
DEFINING THE CHANGE MANAGEMENT
STRATEGY
• Goal: Increase revenue and maintain competitive advantage over other laundromats
in the area.
• Assess the competition (What are they doing better? What can TLC learn from them?)
• Improve service quality
• Invest in technology
• Marketing & Promotion
CHANGE ASSESSMENT
• Nature
• Scope of change
• Impact of change
• Drivers
• Objectives
• Benefit of change
• Key stakeholders?
• Potential risks and challenges?
• How to measure and communicate success of change?
PREPARING THE TEAM FOR CHANGE
• Communicate the change and explain why it is necessary
• Identify stakeholders
• Develop plan on how it will be implemented
• Determine training needs (id any training required based on team)
• Monitor progress
PREPARING THE TEAM FOR CHANGE
• Communicate the vision
• Communicate frequently
• Create opportunity for feedback
• Determine training needs (id any training required based on team)
• Anticipate resistance (how to address it?)
TLC CHANGE MANAGEMENT PLAN
• Scope of the change: Improve service quality, create mobile app, marketing
• Key Stakeholders: Managers, employees, and key loyal customers.
• Assign responsibility: Logistics, Training, Marketing, and Pricing.
• Develop timeline
• Create budget
• Success measurement (Customer satisfaction surveys, financial metrics)
• Documentation
• Review and update plan on regular basis
KOTTER’S 8-STEP MODEL
(Source: Juneja, n.d)
ASSESSING ORGANIZATIONAL READINESS
& IMPACT
COMMUNICATION PLAN
LEADERSHIP TRAINING ON CHANGE
MANAGEMENT
PLAN IMPLEMENTATION
• Based on the urgency of the situation, it is appropriate to use Kotter's change model
to guide the implementation of planned changes.
• Kotter’s change model involves 8 steps……………
KOTTER’S 8-STEP MODEL
(Source: Juneja, n.d)
STEP 1: ESTABLISH A SENSE OF URGENCY
• Identify and highlight the potential threat and
opportunities affecting TLC using SWOT analysis.
• Strengths: convenient location
• Weaknesses: limited service offerings, marketing
• Opportunities: differentiated services, partnerships,
PROFIT
• Threats: Tough competition, online laundry services
• Hold meeting with key stakeholders to effectively
communicate urgency.
• Demand support
([Declining Profit], 2021)
STEP 2: FORMING POWERFUL GUIDING
COALITION
• Form powerful coalition who can best implement
change in TLC.
• Role is to advise, communicate, and promote
change (Tillman, 2003).
• Coalition should comprise of diverse individuals
from across the organization and ensure team is
free of unfocused, selfish, and naysaying
individuals who can hamper progress (Kotter,
2012).
• Could be a key customer, branch chief or select
representatives who s, and key customers
(Source: depositephotos)
STEP 3: DEVELOP VISION & STRATEGY
• Create a new vision for TLC which would differentiate it from
the competition and remain relevant.
• New vision statement: to be the leading laundry service
provider, transforming the industry with advanced technology,
and outstanding service that consistently surpass customer
expectations.
• Strategy:
•
•
•
•
Improve customer experience (
Implementing innovative technology (mobile app)
Offering additional services ( pickup and delivery).
Marketing and promotion (Parnership
(source: Martin,2022)
STEP 4: COMMUNICATE CHANGE VISION
• Make compelling argument as to why the change is necessary for TLC.
• Communication should be clear and consistent.
• It is important that the guiding coalition be exemplary and offer to clear any
misconceptions about the vision (Tilman, 2003).
• Use various communication channels email and regular meetings repetitively to
communicate vision.
STEP 5: EMPOWER ACTION
• Not just autonomy
STEP 1: CREATING AN URGENCY
(Source: Juneja, n.d)
CONCLUSION
THANK YOU
REFERENCES
Coalition. (n.d.). Depositphotos. https://depositphotos.com/stock-photos/coalition.html
[Declining profit.] (2021, August 1). TBS Report. https://www.tbsnews.net/economy/stocks/active-fines-revenuegrows-profit-falls-282190
How to create a change management plan (and get it right!) | Nulab. (n.d.). Nulab.
https://nulab.com/learn/project-management/how-to-create-a-change-management-plan/
Juneja, P. (n.d.). Kotter’s 8 step model of change. Management Study Guide.
https://www.managementstudyguide.com/kotters-8-step-model-of-change.htm
Kotter. (2012, February 8). Guiding Coalition: A Dream Team to Help You Implement Strategy Quickly. Forbes.
https://www.forbes.com/sites/johnkotter/2012/02/08/guiding-coalition-a-dream-team-to-help-you-implementstrategy-quickly/?sh=1182e447b294
Martin. (2022a, November 7). Change your life: 3 easy steps to creating a new vision statement. Mycomputer
Career. https://www.mycomputercareer.edu/news/change-your-life-3-easy-steps-to-creating-a-new-visionstatement/
Tillman, M. (2003, March). A model for change: with the comprehensive eight-step Kotter Model, contract
managers finally have an effective approach for leading change within their organizations. Contract
Management, 43(3), 8+. https://link-galecom.proxy.davenport.edu/apps/doc/A99125111/GBIB?u=lom_davenportc&sid=summon&xid=616a8fbb