Discuss About The Ten Principles Business Process Management.
The term strategic change management is being considered as the process in which the depending on the requirement the company introduces the changes that will help in the case of managing the structure and both the internal and external challenges in the organization (Barney 2017) Another way this can be said that the strategic change management is the thoughtful way, by following which the organizational goal can be achieved. In this study, the organization named National taxi Dubai has been highlighted. The taxi service organization was established in the year 2000 on 12th August (National taxi.ae 2018). The company started its business with 50 taxis. By investing near about 50 million the organization started its business. The main station and the ending point of the company is Al Quoze industrial area (National taxi.ae 2018). The aim of the organization is to provide active service by appointing the efficient employees. In the current scenario, the company has expanded its business all over the Middle East. In order to improve its service quality the company has appointed active customer executives, who work to deal with the customer related issues. The company has introduced the attractive distribution channels all over the city. It has set its stand with the five-star hotels’ residential areas, multiplex popular shopping malls and tourist attraction places. With the increasing demand the company has decided to increase its vehicle capacity near about 3000 (National taxi.ae 2018). In this study the important strategic change model for dealing with the current challenges has been highlighted. Through the change management practices the organizational benefits have been highlighted. At the end of the study it has discussed progress measuring techniques that play an important role in helping the organization to achieve its goals and objectives.
There are various strategic change models, which can be adopted by the organizations in order to deal with the financial as well as management related problems. In the process of change management the company develop the effective strategy for bringing the beneficial changes in the management practices in the organization. Through the models of strategic change the mission, vision and objectives of the organizations can be easily achieved. Depending on the needs and requirements of the organization, the strategic change model is being introduced (Ethiraj, Gambardella and Helfat 2018). In this study, three strategic models namely The Lewin’s Model of change, a positive model and action research model of strategic change.
Kart Lewin has developed the change model in which the changing process for creating the perception for adopting the changes and moving to the new idea has been highlighted. Kart Lewin has developed this theory in three stages (Cummings, Bridgman and Brown 2016). In the first stage, the expert has mentioned about unfreezing the organization. It has been mentioned in this study that through this stage the new ideas for dealing with the recent situation is being unfrozen. This can be said that in this process the present practices are being deactivated for developing new changes. In the second stage namely moving towards change, the company activity adopts the practices so that it will be able to bring the changes. The final stage is about refreezing. This is the final stage in which the organization confirmed the new idea and be prepared for accepting this against the old one (Wojciechowski et al. 2016). Therefore, in this situation the traditional management practices are being moved and new ideas are being established permanently.
This model is being considered as the most suitable model in the case of bringing the change management practices in an organization.
Figure: Positive model
(Source: Erhard, Jensen and Zaffron 2016)
In the positive model of change the important departure of the Lewin’s model is being highlighted. The positive model is being developed on the basis of the initial deficit of the organization. As stated by Gorchinskiy and Guletski? (2018), in the model the challenges and problems of the company are directly focused. The positive model is primarily being developed on the basis of the AI. It helps to influence the positive value as well as the behavioural perspective for organizational benefits. Hence, this can be said that the positive model encourages the business changes that can be brought by involving a large number of people.
The action research model indicates the cylindrical process, in which the information regarding the organization is being collected for guiding the subsequent action (Herr and Anderson 2014). In this study, after researching the particular organization it can be said that the action research model will be appropriate for the further action. As stated by Karakos et al. (2016), in the initial stage of the model discuss the problem identification model. Here researching the particular market, the current issues that are affecting the organizational development is being identified. In the second stage the customer needs, investment of the organization, rules and regulations are being analysed. As it is a collaborative activity, therefore, feedback and data collected from the clients are being analysed. Through this process the strength and weakness of the organization are being understood. In the fifth stage of action change, the operation participators and the clients associated with the organization agree about the action which will be taken. In the sixth and seventh stage, the actual changes regarding the organizational management are being functioned. The collected action data is being determined and measured through the changed action model. Hence, this can be said that the entire organizational research can be done properly through this model.
It has been identified that the strategic change plays an important in the case of larger area of strategic management. It is being considered as the essential phenomenon as it helps to maintain the business environment. Technological, environmental and competitive threats are being solved with effectiveness by adopting the appropriate change management strategy. In the case of strategic change, the strategic intervention is required. In the case of this organizational situation, the rapid changes in the external environment has become one of the biggest issue. On the other hand increasing competition and market expansion have increased the importance of strategic intervention for this organization. In order to deal with the organizational challenges, it has been identified that Prosci’s ADKAR model can be beneficial for the company. In this model. The awareness regarding the organizational needs can be increased among the management. By adopting this model, the organization will gain the ability to implement the changes on daily basis. The issue with has been identified in this study is related to the transport industry in UAE and its falling economic graph. In this situation the increasing taxi fare has brought trough situation for the organization. Due to this situational crisis, the effective decision making strategy is required. In the case of organizational change, Action research model can also be beneficial for the company. In this model the research and development process before adopting any kind of changes are being highlighted. In this study, the as an example it has been identified that in the case of Aglie, the waterfall development and involvement of people in the case of transition have influenced the change. In such kind of software development process, ADKAR model played an effective role for informing people about entire process. Another way, in order to deal with the financial crisis of the organization, Action research model can play an important role for identifying the business opportunities. By introducing the new process through technological and financial development, it helps to develop effective business solution. Due to the unstable economy, the taxi industry has faced near about 80 million loss in the year 2010 (Obradovich et al. 2014). Therefore, by adopting the action research model, the business organization will be deal with the current transport issue in UAE as it will help the company to identify the alternative solution against this problem (Obradovich et al. 2014).
The term strategic intervention indicates the process for detecting the business project to extract the effective and practical forms of strategic communication and action from the variety of discipline (Cameron and Green 2015). This is being considered as the effective way, by following which the relationship dynamic and emotional patterns, which influence the insecurity, conflicts, anxiety and improper direction. By following the strategic intervention techniques, the business organizations will be able to deal with the dynamic patterns, relationship, quality of life and love. According to Hayes (2018), strategic planning is long-term planning, in this time period several changes being occurred in the organization. In the case of the organization named National taxi, it is dealing with the issues regarding customer satisfaction, in such situation the strategic technique can be beneficial for meeting the future requirements of the customers. In the words of Hornstein (2015), strategic planning also involves on the stakeholders and employees in the planning process. In the case of a large group of intervention, it has been identified that the business organization and its business practices can be the effect of large-scale changes. By introducing the business intervention techniques such as listening, empathy, genuineness, acceptance and many more, the organization has got the chance to develop its strategic planning (Birkinshaw and Ansari 2015). It has been analysed that by implementing the critical activities in the strategic planning, the company will be able to deal with the challenges. On the other hand, it has been analysed that future research, time-based strategic changes, strategic process, work design and open space technologies are included in the strategic intervention technique (Tummers et al. 2015). By following such practices, the organization will be able to implement the appropriate strategies in the workplace.
The strategic change has a higher level of contribution in the case of dealing with the new implementation of customer service initiatives (Song and Cho 2016). Developing the strategic changes in an organization helps to provide the direction and the purpose for achieving the change management activities. As stated by Pugh (2016), by introducing the effective and unique activities the workplace the company will be able to deal with both the external and internal risks. On the other hand, it has been identified that most of the times the organizations forgot to utilize the benefits of the new idea or management plan, which are being introduced (Jayaraman and Ness 2015). In this study it has been mentioned that the business idea can be properly implemented if the behavioural changes of people can be introduced in the proper manner. Each and every people who are involved in the strategic planning should have clear knowledge regarding the purpose of the change management. As stated by El-Katiri and Fattouh (2017), every change initiatives are being developed on the basis of the faith towards unknown implementation. It has been identified that the time for designing the change initiatives, is being considered as another important strategic tool. Therefore, this can be said that in terms of involving a large number of employees for bringing the positive change, strategic change initiatives are required (Herr, K. and Anderson 2014).
Through the strategic change, the diversity as well as the equity can be achieved. After the introduction of globalization, a large number of foreign employees have entered in the Middle East countries (Barnett, Malcolm and Toledo 2015). Especially from the Asian and European countries most of the employees come for a job, as its result, the increasing rate of cultural diversity in the organization increases. By implementing proper strategic planning, the business organization will be able to deal with the cultural diversity-related conflicts. For implementing the proper HRM practices, the strategic changes are required. In the study, it has been analysed that the strategic changes are required for motivating the workforce (Huang and Xu 2017). It is also needed for providing the potential sources in terms of organizational effectiveness. There is the connection between the change measuring tools and different types of decision structure. By introducing proper decision structure the business organization can get the chance to achieve its goals and objectives.
However, it is very important for understanding the relationship gap between the old and new idea. Most of the times the business organizations cannot be able to develop the new idea in a proper manner. This can be said that the time between the realization and change, results in the ultimate change. This zone is called a neutral zone, this indicates the time between the realization and implementation benefits of the ultimate change. Most of the times the organizations give up the initiatives, as its result the change becomes the necessity.
In the case of organizational change management practices, the tools and process to manage the benefits of people at the business level are being done. It has been identified that the organizational changes can be beneficial for the business organization, because understanding the individual change management, the strategic tools will be able to provide the business framework for managing the people. It has been identified that the company named national Taxi, is dealing with the huge financial loss. Due to the improper management practices, a large number of investors have refused to contribute to the company’s financial status. It has been analysed that the company is dealing with such issues due to its increasing fare and improper customer relationship. On the other hand, an increasing number of competitions and unfair transport regulations, have brought the biggest challenges for the taxi drivers (Barnett, Malcolm and Toledo 2015). After analysing the current issues in the transport industry, it has been identified that the employees are also not satisfied with their wages. As its result, lack of motivation has impacted on the taxi service. In this situation, it has become very important to adopt an effective change management strategy, so that the organization can overcome the situation (Barnett, Malcolm and Toledo 2015). On the other hand, with the changing customer expectation, transport rules and regulation, changing service standard and improper management team are the influencing factors for the change management. It has been identified that due to a lack of financial support, the business organization has started forcing its drivers for long time shifts for achieving the revenue target. It has been identified that most of the drivers work for 15 to 16 hours for achieving their target (Huang and Xu 2017). On the other hand, the basic salary of the employees is very low. Due to lack of proper wages structure, most of the employees in this organization become dissatisfied. In such a situation, strategic change management practices have become necessary. On the other hand, it has been identified that recently large numbers of drivers have been fired due to deliberately hitting the car fronts. In order to reduce the impact of sudden parking as well as road accidents, the traffic police in Abu Dhabi has decided to introduce the traffic culture among the taxi drivers. Hence, this can be said that in order to deal with the current challenges in the taxi industry, the change initiatives are required.
It has been analysed that management and leadership both deal with the issues related to the company (Bryson 2018). These issues are very important as the organization needs to focus on solving such for its business growth. Human resource management is being considered as the large department in which different kinds of activities are being managed. In the case of long-term competitive advantage, the strategic change is required (Ginter, Duncan and Swayne 2018). Human resource plays an important role in managing the recruitment and selection process in an organization. it also focuses on the cost controlling practices. It has been identified that in the case of strategic human resource management practices, the level of adaption of the HRM practices as well as the behavioural changes and knowledge of the employees are very important. On the other hand, it has been identified that the human resource management practices are important in the case of developing the dynamic capacity of the organization (Cummings and Worley 2014). Through such practices the complementarities and integration of resources can be explored.
Another way, the training management practices are also being considered as the important part of the organizational activity (Bryson 2018). Through this process, the opportunities are being provided to the people, so that they will be able to develop their skill and knowledge. Therefore, this can be said that training is very important. On the other hand, the importance of cost is also very high as it influences the financial structure of the company (Pollock, Jefferson and Wick 2015). It has been identified that the due to the financial problems the organizations deal with the challenges. Although these implications are important for the organization, but it doesn’t a response to the change of the company.
The term Stakeholder indicates those independent party who have the concern in depositing money in an organization (Cho and Auger 2017). In order to develop the future system of an organization, the stakeholders are required to be satisfied. Therefore, this can be said that the stakeholders can individually affect the organizational achievements. As the study has repeatedly discussed the importance of strategic planning in the case of bringing the change in its management practices, Therefore, for developing the system has become a requirement for the organization to involve the stakeholders in the learning process. It has been identified that a proper team management system is being considered as the important strategic integration system. Team management is being considered as the system in which the team members will get motivated towards achieving their goals and objectives (Altamony et al. 2016). In the case of a national taxi, it can be said that it should adopt the team management system, so that it will be able to improve its quality of service. Through the team management practices, it will be able to deal with the external and internal issues (Lozano, Nummert and Ceulemans 2016).
Team management is being considered as the commitment based agreement for getting the works done within the time period. The leader of a team gives full effort for improving the skills of the employees (Vom Brocke et al. 2015). It can be considered as the process, in which the efficiency of the employees can get improved. By developing this model the traffic culture regarding their knowledge can get improved. These initiatives will help in avoiding the rate of road accidents. Through this process customer satisfaction as well as the rate of business revenue can be increased.
In order to increase the involvement of stakeholder, the company can also focus on bringing the changes in its wages structure (Piercy 2016). It can be clearly said that money is one of the effective components for increasing the level of motivation in an organization. In this case, if the organization will focus on introducing an effective reward and recognition policy, this will help to grab the attention of a large number of stakeholders. In the UAE transport industry, lack of support from the investors has increased in financial challenges. In such cases, for grabbing their attention, exciting offers as well as facilities can be introduced. Another way, this can be said that effective business financial advisors should focus on developing a proper financial report in which the expected financial benefits will be mentioned (Vom Brocke et al. 2015). By using graphs and diagrams, the financial planning should be introduced to the stakeholders. The people who are aware of the importance of the financial report and not aware of the financial report will be easily understood through the diagrams. The organization should focus on grabbing the attention of the stakeholders by discussing the issue and its consequences in the business revenue. Not only the diagrams, but also real examples of other organizations can be helping in terms of understanding the importance of change initiatives in the company (Lozano, Nummert and Ceulemans 2016).
It the current scenario, it has become essential for the organization to develop an effective change management strategy so that the business process can be developed in the proper manner. It has been identified that there are four change management strategies that can be used in order to bring the organizational changes. Normative-Reeducative, Environmental-Adaptive, Empirical-Rational and Power-Coercive are the important change management strategies which can be beneficial for the organizations to achieve goals and objectives. All these strategies are being developed with the help of stakeholders (Lozano, Nummert and Ceulemans 2016). In order to develop the change management strategy with the stakeholders the training and development process is required. Through the training and development process, helps the employees to learn how to gain the competitive advantages. In the tough market of UAE, customer satisfaction is the main USP of the business organization (Abu Ghazaleh and Zamberi 2018). Brainstorming is being considered another important strategy was taken by the management to involving a large number of stakeholders in the changing process. This will help to generate the ideas within the group of stakeholders.
Another way this can be said that the semi-structured interview process is being considered as another important strategy for the change management (). In this process, the organizations identify the informal process in which the skills of the employees are being developed. This process will be helping in the case of understanding the links between the recent and previous process and policies in the organization. The cause and effects behind the various changes can be analysed. Mentoring is being considered as another important strategy for developing the personal and professional skills of the stakeholders. Through this process, the employees get encouraged towards achieving their goals and objectives. In the case of dealing with the organizational issues, the leadership development strategy as well as the proper wages structure can be effective strategies. Through this process proper wages structure will be able to satisfy the employees who are involved in the organization.
The organizational structural change is planned to be implemented in this assessment in which the changes in the salary structure of the employees is targeted to be revised. Another problem that is highlighted to be addressed is that to improve the organizational culture so that employee will intend to retain the organization for the longer time to obtain the set organizational goals, which on the other hand motivates the investors to invest in the company. Jones and Jones (2013) identified in his research paper about the different degrees of active involvement of the stakeholders while implementing approaches for the organizational change. The different identified stages are- telling, selling, testing, consulting and co-creating.
Image: Different stages of active involvement of the stakeholders during a change
(Source: Daft, Murphy and Willmott 2010)
The employees and managers of the Sharjah Taxi are the main internal stakeholders. According to the model, in the initial phase of the change management, stakeholders should be communicated through the tools of e-mails, press releases, news bulletins and informal announcements (Alvesson and Sveningsson 2015). Moreover, the stage of selling which is also known as the implementation plan should be communicated through leaflets and brochures (Antonelli 2014). Huczynski, Buchanan and Huczynski (2013) also stated that the company’s website could also be targeted along with broadcasting the news through informational centres and through training sessions. In addition to that, Blackmore and Sachs (2012) depicted that the testing phase in the post-implementation phase, where the planned structure of the change management is tested. Some companies implemented this phase of testing in the working environment; while, some companies focus on analysing the outcome of the planned change management strategies. Battilana and Casciaro (2012) stated that in this testing phase, the activities should be communicated through training and coaching process and interview. In some cases, step-by-step implementation is monitored by the management people in order to find any discrepancies in any procedure and change them prior to the complete implementation stage. The “consulting” system in the change management refers to the feedback process through which the effectiveness of the planned process can be evaluated. The system or the approach used to involve the important stakeholders is an interview, opinion polls, advisory boards, focus group and workshops (Huczynski, Buchanan and Huczynski 2013). The system of “co-creating” needs to be implemented majorly in between the internal stakeholders that our employees and managers. The tools used in this aspect are joint scenario analysis, dialogue, appreciative inquiry and future search conferences (Cameron and Green 2015).
All the mentioned tools should be implemented by Sharjah Taxi in order to make the important stakeholders aware of the newly developed change management plan. The planning team should communicate with the board of directors regarding the requirement of the change management plan and also include the taxi drivers. The planned strategies for de-centralizing the organizational structure will also help the management to get valuable feedback from the drivers regarding the problem that they are facing while performing their duties. In the consulting phase, the Sharjah Taxi should also include their investor in order make them aware of the initiatives that are taken for the betterment of the organization as well as for the employees.
Kuipers et al. (2014) stated that the management people need to evaluate the drivers that are required for implementing the change in the organization. The main cause for the requirement of the change in the company needs to be evaluated for formulating the best possible change management. In the case of Sharjah taxi, the problem is the low wages of the employees, forcing them to meet an unrealistic target and also deduct the salary in many cases without any prior communication. This approach resulted in poor behaviour of the taxi drivers towards the customers and charges them more, which furthermore resulted in the poor brand reputation (Jacobs, van Witteloostuijn and Christe-Zeyse 2013). These are the reasons due to which the investors do not invest in this company. However, the raised adversity can be overcome if the organization set the target for the drivers based on the current taxi demands and the price of other taxi companies in UAE. These changes in the working structure should be communicated on time with the employee so that they can witness that the company is thoughtful for them. This will help the employees to remain in the company for accomplishing the company’s goal with proficiency.
Berkhout (2012) depicted that communicating the real time updates with the employee ensure the building of trust during the change management process. In this case, all the employees can be communicated through e-mails, news bulletins and official announcements. The management people should also need to broadcast the revised organizational objectives or the process of accomplishing the existing objectives through newly developed systems (Brown and Osborne 2012). In case, of Sharjah Taxi, since no changes in their working procedures is identified for changes, training for adopting skills for performing the duties is not required. However, the changes brought in the existing policies need to be discussed with the working personnel.
Kaufman (2017) stated that employee training is important in case the new system has been implemented or a completely new working approach has been introduced. Al-Haddad and Kotnour (2015) furthermore depicted that the importance of training in the change management procedure is that it allows all the employees a fair chance to prepare for the new system that the company has introduced. In, this case, drivers of the concerned organization has behavioural issue like charging more than the usual fair in order to fulfil their target. Thus, training in such case should be related to following ethical behaviour with the users. Moreover, communication training should also be provided for dealing with the higher authority once the company will start following a decentralized organizational structure.
The current system is following several issues and all of them are related to the organisational policies for the employees. However, the change management suggested for the concerned organization is to implement a decentralized structure and re-evaluation of the existing employee policies. The model which is best suited for this organization is ADKAR model which is developed by Jeff Hiatt in 2003 and is comprised of five outcomes- awareness, desire, knowledge, ability, reinforcement. Parker et al. (2013) stated that in order to implement a change in an organization, it is important to assess the effect on the individual. ADKAR model can provide Sharjah Taxi with an effective direction and structure to implement change for a better outcome.
Awareness- Bin Taher, Krotov and Silva (2015) highlight that awareness is the early communication with the stakeholders related to organizational change. As identified earlier the stakeholders need to be included in every stage and thus communication-related to change in organizational structure by acknowledging the reason due which the plan has been implemented.
Desire- Boca (2013) argued that awareness is not enough to implement change and motivation to adopt the change is important. Thus, the management needs to introduce that the reduced target and development of active two-way communication with the higher authority motivates the employee to work for the organization. The reason for motivation is that the employee no longer has to behave rudely an unethically with the user for fulfilling their target and can share any problem they face with the management people.
Knowledge- Calder (2013) stated that the knowledge regarding the change implemented in the system could be obtained through training and coaching. Thus, training for effective communication with the higher authority and users need to be implemented in this training session. This training session helps the employee to develop the sense that the company has the intention to retain them. The training session also helps the employee to gain the sense of important asset for whom the company want to retain them.
Ability- Bin Taher, Krotov and Silva (2015) depicted that in this session the ability of the individuals working in the organization needs to be evaluated. Thus, it is important for the management team to evaluate the performance of the employees during the training sessions. Calder (2013) stated that the performance during the training session is important as the new system is developed and it requires talent and knowledge base to adopt the new training materials.
Reinforcement- This step refers to the motivation that is required for retaining with the implemented change (Bennett and Bush 2013). Bin Taher, Krotov and Silva (2015) highlight that the motivation for change is required especially in the cases, where the people are satisfied with the current system and they do not want to choose another approach for performing their daily job responsibility. However, in the case of Sharjah Taxi, the problem is faced by the drivers of the company due to the poor policy structure of the company. Thus, the change in the policies and the company’s structure itself is a reason to motivate themselves for working in the organization with a new system and approaches.
In this study it has been identified that due to the lack of improper management practices and poor wages structure, the change has become required for the organization. For this organization, the transformational leadership model will be appropriate. In this model, the flexibility of the organization in achieving the goals can be improved (Goswami et al. 2016). The best part of the transformational leadership model is it does not require strictly pressurized on the organization to follow the rules and regulations. It is a delightful business initiative that gives priority to the needs and demands of the employees. As stated by Nguyen et al. (2017), in this transformational leadership practices, long-term benefits are being gained by the organization. Therefore, this can be said that in order to motivate the employees and increase their involvement, the transformational leadership model is very effective. By implementing this model, each and every employee who are involved in this organization will be able to provide their valuable opinion regarding the growth of the organization. Therefore, this can be said that involving a large number of employees in decision making process, the organization will be able to gain the trust of them.
The company named national taxi in Dubai, wants to improve its quality of service, for attracting a large number of customers. It has been lost identified in this study that due to lack of proper encouragement and wages structure, it has become very difficult for the taxi drivers to manage extra working hours. Due to this reason the company named National taxi needs to focus on developing the transformational leadership model in the organization. This practice will be helping to analyse the needs and demands of the employees. If the management focuses on developing this model, it will help the organization to grow in all the dimensions (van der Voet 2016).
In order to implement the changes, the organization needs to focus on linking the vision of the company with the transformational leadership model. By developing the clear vision, the people who are involved in the organization will be able to understand in which way the plan will be developed (Merrill 2015). By setting a proper direction of the strategic plan, it will be easier for the employees to reach at the end. After determining the values for strategic initiatives, the business organization will be able to analyse the benefits of changes (Harmon, Green Jr and Goodnight 2015). In the next step, short summary of the initiatives is required to develop by the experts so that the future of the business organization can be analysed. This can be said that creating effective strategy for change is required for executing the vision of the company. Proper training is needed to be provided to the employees, so that they will be able to understand their role and responsibilities in order to implement the change. Research is another important part in planning process. Before developing any kind of changing model, the knowledge and information regarding the organizational challenges are needed to be identified. In this process, the [position of the competitors can also be analysed. By introducing the change coalition the vision is needed to be described by the management to stakeholders.
The change development initiatives is needed to be assessed in proper manner. If the measurement can be analysed in proper manner, it will help to understand the progress of the initiative (Parmenter 2015). This can be said that the business initiatives can be analysed through the proper monitoring process. Therefore, the company should recruit an effective monitoring team, which will be able to assess the entire process in proper manner. Another way, it can be said that different course corrections are also required for understanding the new opportunities and new challenges. In order to determine the performance measuring process, the company should maintain a proper report, in which the entire performance record will be maintained. By maintaining the transparency regarding the progress as well as the failure reports, the entire assessment process can be properly done. In the performance result, each and every employees, who will be participating in the change management practice, will be clarified regarding the objectives of the change management initiatives (Pellegrino et al. 2014). Another way, the employees, who will be recruited in the organization in near future should be aware regarding the company procedure as well as the performance management procedure.
The performance standard is one of the important measuring element in the strategic change process (Avgerou and Walsham 2017). Therefore, if the business partners as well as the stakeholders are properly following the performance standard is needed to be analysed. In this process, the technical assessments and customer reviews are needed to be maintained in an effective manner. As the study has already mentioned that the drivers of national Taxi are dealing with the challenges due to overtime shift, therefore, it is very important for the organization to develop a strategy in which the shift timing regarding issues can be solved. In order to analyse, if the overtime shift regarding issue has been solved or not, it can introduce employee shift timing measuring software. This will be an effective initiative taken by the organization for measuring duty hours of each and every employees.
As the study has already mentioned about importance of performance standard in this industry, therefore, the employees who are involved in providing customer service should be aware about the importance of the performance standard measuring tools. The management should be strict if any of the participants will not follow the performance standard. Depending on the weakness of the employees’ proper training should be introduced so that they will be able to developing their performance standard (Avgerou and Walsham 2017). Another way this can be said that if the business organization will focus on designing proper budget program, it will be helping to develop an appropriate expense related report. Depending on this the company will be able to develop an appropriate measurement practices for analysing the progress after the change initiatives.
Conclusion
In this study, it has been identified that the strategic change management is required for every organizations in terms of dealing with both the internal and external challenges. Most of the times due to lack of improper management practices, employee turnover, financial crisis and performance standard regarding issue increases. In this study the company named national taxi in Dubai has been highlighted. It has been identified that due to improper financial management, unfair transport policies and fare-related issues have created the tough situation for the company. In order to bring the strategic development, the company has decided to develop the action research model of change. By introducing this strategic change model, the company will be able to identify the main cause behind such situations. On the other hand, it has been identified in this study that if the organization will focus on developing the transformational leadership practices, it will be beneficial for the company. In this study, it has been identified that the in order to involve the large number of stakeholders in the change management process, training, mentoring, interview and other development processes are required. By clarifying the importance if performance standard, the company will be able to deal with the progress related practices. It has been identified that if the organization will focus on developing its change management strategy, it should focus on introducing transformational leadership strategy. This strategy will help to improve its customer service quality as well as increase the level of employee satisfaction in the organization.
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