Process of Change Management

Questions: 1. briefly provide relevant background information of the organisation which identifies the current organisational situation (with regard to structure, staff, mission, culture, etc.); please note: only provide information relevant to the change issue you are addressing;2. identify and discuss the forces for change relevant and applicable to the organisation;3. critically consider the problem issue(s) pertaining to the organisation that suggests the need for change;4. identify an appropriate post-change situation that is desired (that is, identify the key change you are proposing);5. suggest likely problems that may be encountered in achieving that goal;6. make recommendations on how to implement change in relation to relevant change management theories.Your report should be addressed to the Board of Directors, but should also observe the requirements of academic writing. It should adopt the following structure and include: Answers: Introduction Change management is a process of identifying and reducing potential threats of an organization. Identifying the organizational issues required a constructive market research, which can identify issues faced by both consumers and the employees of an organization (Cameron and Green 2015). The purpose of this study is to identify issues of an organization and implement change management plan for overcoming those issues. The organization selected for this report is Qantas Airways Limited. In this report, the complete evaluation of organizational issues and its reasons has been identified. The term change management refers to the process of identifying and mitigating potential issues of an organization. In case of Qantas Airways Limited, The issues during the change management process have been addressed in this report, which helps to improve the quality of overall outcome. The external change consultant will provide suitable recommendations for overcoming the identified issues regarding customer service and employee satisfaction of Qantas Airways Limited. Background Qantas Airways Limited is an Australia based airlines company, which deals with international; flights. Moreover, Qantas Airways Limited is the third oldest airlines company of global market. The company has been founded in 1920 and since then, the company is serving international consumers with its large capacity of aircrafts (Qantas.com 2016). The company has taken various customer service and cost control measures in order to improve their business efficiency. Moreover, an effective cost control measure helps the organization to reduce organizational cost. The approach taken by Qantas Airways Limited for improving customer service focuses on the employee performance. Airlines industry is quite similar with hospitality industry and therefore, customer satisfaction is the major factor, which should be handed on top priority. Therefore, Qantas Airways Limited has implemented an effective monitoring process for measuring employee performance and responsiveness of the employees on cons umers issues (Qantas.com 2016). When it comes to cost control measure, the company has adopted technological innovation such as online invoicing and project management. In international market, Qantas Airways Limited gains 10.7% consumers in contrast with November 2014 (Qantas.com 2016). The growth of the company in international market is higher than the growth in domestic market. The reason behind this contrasting market growth is low customer service in domestic market. The employees of Qantas Airways Limited are unable to address consumers issues spontaneously and therefore, the brand value of Qantas Airways Limited is falling rapidly in domestic market. The reason behind this poor customer service is inadequate knowledge of the employees. On the other hand, the organizational environment of Qantas Airways Limited is another reason, which prevents the workforce to perform accordingly the efficiency level. Therefore, it can be said that organizational structure is a factor, which prevents the employees to gain sufficient knowledge regarding customer service. Reference Qantas.com. 2016. Flights to Australia | Australia travel | Qantas. Cameron, E. and Green, M., 2015.Making sense of change management: a complete guide to the models, tools and techniques of organizational change. Kogan Page Publishers.