Implementing Change In Organisations: A Study on Limiting Factors for Managers in the Service industry.

Abstract: Title: Implementing Change In Organisations: A Study on Limiting Factors for Managers in the Service industry. Purpose: The overall purpose of this study is to have a deeper understanding of how change affects employees and an organisation and what are the factors could hinder such a change. This study will draw on the theory of Change Management, in particular, the model of Prosci ADKAR. Methodology: This research is carried out through a deductive approach. The study will adopt a qualitative approach using 11 semi-structured interviews and observations in a case study “HRS”. Theory: The study is based on theories within Change Management and focusing on the Prosci ADKAR model as the main theoretical tool. Empirical data: The empirical data will be collected through observation and semi-structured interviews with open-ended questions with managers and employees in the Customer Service Department of HRS. Conclusions: Our findings show that it is a necessity for any organisation before undergoing the process of change to make use of a knowledge framework, e.g. the Prosci ADKAR model. Our research indicates that every process of change is successfully achieved through the involvement at an early stage of adequate knowledge tools, even in the stage of conceptualisation, is important. It helps to know what and how to align the stakeholders involved.