B1815 - CHANGE MANAGEMENT IN THE SERVICE INDUSTRY

Learning outcomes

At the end of this course students get key scientific knowledge on organizational change and apply it to dissecting challenges in the service industry with particular reference to digital transformation and sustainability, as well as to developing tools for promoting strategic change in service organizations. In particular, the course sheds light on the managerial practices and techniques to identify change opportunities, evaluate, promote, and implement change within service organizations, as well to mobilize employee and team commitment to change process.

Course contents

1) Organization Change
* why organizational change? * the development of change management * the importance of change management

2) Early Management Theories
* types of change * forces of change * levels of change
* integrated organizational models 

3) Organizational Culture and Culture Change
* making sense of organizational culture * successful planned culture change * cultural attributes of change

4) The nature of change
* the role and selection of the problem owner * locating change on the change spectrum * mapping change

5) Organizational Learning
* making sense of the organizational learning literature * the future of OL research

6) Leading Change
* Overcoming resistance to change * Leaders as sensemakers of change * change and the manager * the internal change agent

7) Power and Resistance
* the complexity of resistance * antecedent theories of power
* resistance and power in theories of organizations

8) Diversity & People Management
* why people management? * managers lack to resolution to delegate

Readings/Bibliography

McCalman, J., Paton, R.A. & Siebert, S. (2015). Change management: A guide to effective implementation. London: Sage.

Mills, J.H., Dye, K. & Mills, A.J. (2008). Understanding Organizational Change. London and New York: Routledge.

Sveningsson, S. & Sorgarde, N. (2019). Managing change in organizations. London: Sage

Teaching methods

There are three contact hours per session with key concepts, methods and techniques being introduced via lectures. Group discussion, case studies, video materials and group assignments will be used to combine conceptual and experiential approaches.

Assessment methods

Final grades will be based on class participation and case study presentations (40%) and a final written exam (60%).

Graduation of the vote:

• Preparation on a very limited number of topics covered in the course, very limited analytical skills, overall correct language expression → 18-19;
• Preparation on a limited number of topics covered in the course, moderate analytical skills, expression in correct language → 20-24;
• Preparation on a large number of topics covered in the course, good analytical skills, mastery of specific terminology → 25-29;
• Exhaustive preparation on the topics covered in the course, excellent critical analysis and connection, full mastery of specific terminology and ability to argue and self-reflection → 30-30L.

 

Office hours

See the website of Rosana Silveira Reis