Overcoming Resistance to Change at Western Union Case Study

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Christina Gold Leading Change at Western Union

Summary of the case

The case study is about the Western Union Company, which is under the leadership of Christina Gold. The executive officer (Gold) intends to introduce a change in the structure of the company. The company needs to change the nature of its production from the U.S.-centric focus of production to the regional structure. The key main divisions of focus include the Americas, Europe, Africa, the Middle East and South Asia, and Asia-Pacific. They needed the change to introduce new organizational culture focused on decentralized management of activities. Through this, Gold wanted to increase the responsibility and the authority of the regional heads in handling profits and losses in their lines of operation. Adopting the change meant that it could provide an opportunity for the company to expand its global operations.

Introducing the change also targeted at increasing the consumer target of the company. This includes increasing the number of consumers utilizing the organizational services across the world (consumer-consumer transactions). In addition, restructuring was necessary to re-define the shape and performance of the company globally. One of the organizational activities likely to increase because of the new changes is the number of consumer-to-consumer transactions, and consumer to business transactions. Introducing a new line of operations and offices in all the regions where the company operates will increase the rates of consumer-staff interaction, as a consumer will gain abilities to inquire and express their desires directly to the organizational staff (Konrad & Mitchell, 2005).

Major issues

It is clear that the Gold faces many challenges as she plans to introduce the desired organizational change.

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Resistance to change from the organizational senior management team and the other employees is one of the challenges facing the company. As shown in the case study, "the leaders in the U.S. were reluctant to give up the control of product lines." The management of the company also faced the challenge of introducing the desired organizational culture to promote change. This entailed replacing the old organizational culture with a new culture that focused on decentralization and centered to meet the needs of the consumers and the employees of the company.

The company also faced the challenge of aligning the operations and the activities of the company with the newly designed organizational changes. This was done by ensuring that the behavior and the performance of the employees achieved the set organizational goals. In addition, the company faced a challenge of restructuring its activities to meet consumer and market demand. Finally, the company faced the challenge of recruiting and training the employees on the needs of the desired organizational change (Konrad & Mitchell, 2005).

Actions that can be done by the management to prevent unintended consequences

Effective management of resistance to change determines the organizational abilities to introduce the desired change. Therefore, it is important for the organizational management to develop strategies that will manage and reduce the incidence of resistance to change among the employees. For example, it is important for the organizational management to educate the employees on the upcoming changes in the company, what….....

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"Overcoming Resistance To Change At Western Union" (2014, March 25) Retrieved May 15, 2024, from
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