Question no.

For getting the meaning of change you can browse through any of the sites and get
an apt definition for it.

The internal and external triggers, you have to first write down what do you mean
by triggers and what are internal and external triggers in the perspective of a
company, anything that can induce a change is basically known as a trigger, for
example a new CEO joining the company can be an internal trigger as the changes
he brings about will be affecting the company internally and recession, war or
another factors causing a change is called as an external trigger.

You have to analyze the internal and external triggers that affected the company in
terms of “BA” for example the merger between the two units “BOAC” and “BEA”
can be seen as an external trigger that made the BA to change, how have to what
all happened in the company due to the change and how did they tackle it.

Another examples for external trigger is “Recession” and “Iraq War” you have to
identify what all happened to the company due to the change and how did they
tackle it.

In the case of internal triggers certain triggers are given below.

1) Conflicts between union and staff

2) Arrival of the new CEO (any body)

3) Employees attitude towards the customers

You have to analyze the internal in the same way as that you have done for the
external triggers and found how the change occurred and then what measures
the company took to handle it.

As conclusion you have to discuss one external trigger and one internal trigger
and in your own words suggest whether the company has handled the trigger
well or not, if not, please give suggestion of how could they have acted to handle
the trigger in a more better manner.
Question no.8

Please go through the notes that I have given you(Entire syllabus/change agent) or
else browse and find out an apt meaning of change agent and his functions within
an organization.

For finding out the roles for a change agent you will have to go to the folder
“change agent” the go to the file ”agent_role.pdf” and explain each and every roles
mentioned there in your own words and don’t try to copy it down directly

The next main thing is to find out a change scenario with in the case where you can
bring in the role of a change agent and each step you have seen in the previous file
”agent_role.pdf” have to be applied here.

For example in the case of bob ailing:

Diagnose problems: he diagnosed the problem as complacency

Build relationships with clients – This is the next step you will have to identify whether he was
able to build relationship with the stake holders(people working for BA) as a part of the change
process

Set a Leadership Agenda : What role did he play in bringing the idea of change to the minds of
people under him, how did he communicate his vision to the people around him.

Solve Problems : Now analyze whether he was able to change as per he wish and how far he was
successful

Implement Plans to Achieve Change Goals: Here you have to analyze whether Bob ailing was an
effective change agent or not, if you feel that he is not then sight the reasons and the measures he
should have taken to get the things done in a better manner.

At least analyze two leaders with all these steps in between King, Ayling and Eddington. If you
don’t get the relevant materials from the case go out and research in the web for extra materials.

As conclusion the idea is pretty clear how will have to find out the contributions of an effective
change agent to any company in our own words.
Question no.9

In the first two Para’s you are being asked to explain about two theories that are
relevant to the concept of change or else give a broad outline on how the change
work in organizations, find out the theories and then explain each and every step in
your own words don’t write down directly from the website or book you referred.

In the next step you need to find out a change scenario, any one that you like from
the case by which you can best explain the steps that you have identified from the
theory mentioned above.

For example in the case of bob ailing while he was trying to change the culture
prevailing in BA as per the lewins theory the first step is

Freezing - He identified the driving and resisting forces the driving force was his
vision which really meant to change the identity of the British airways to a global
one. As the resisting forces where the attitude of people which really never wanted
to change and where stuck to as ‘Proudly British’

Unfreezing – Painting of the tail fins in accordance with the new designs which gave
them a global approach

Re-Freezing – Checking whether the changes are yielding them proper results, like
the market survey which predicated 60% of the passengers were not British and the
change is likely to succeed

You have to clearly get an idea about what happens in each and every step and
then only relate the case with that of the step, if from the case and from your
external research you have not got any points regarding what happens in these
steps you can from your own thoughts generate the idea from the case what must
have happened in these phases and write down the points accordingly.

Step 1 - So select any one theory

Step 2 – Select the change scenario

Step 3 – Explain the change scenario with the help of any one theory

Now in the next step after explaining the change scenario with the help of the
theory you need to analyze whether the change was successful or not.
Question no.10

For this question you need to go and refer the material about resistance to change
that I have given you and for the first paragraph need to write down the most
important points that you consider about resistance to change from your own
perspective.

The next think is so identify the change scenarios and the resulting resistance to
change, for example in the case of the initial merger of the “BA” the main
resistance to change was the attitude people belonging to the two groups which
merged to become “BA” they were never in peace with each other and there was
always infighting. And next you will have to find out how BA tackled with this
resistance and how far they were successful.

Like the example given above you will have to find out 3-4 instances where change
happened and where met with resistances and how BA tackled the change.

The next para is about handling resistance here you need not come with examples
from the case you have to sight some general resistances that can occur when the
change programme is being implemented and how well it can be tackled. These
things need to be researched and written from the Net.

As the last para you need to discuss on whether the resistance to change caused by
many factors when you are trying to implement change is a constructive or
destructive force, it means whether by “resistance” is there anything good
happening for the company or else all is going bad with resistance.

The next three questions you will not be given any clues as the entire question
need to be done with reference from the net along with some help received from
the case.