Interviewer          Respondant    Interviewer            Respondant      Interviewer      Respondant          Interviewer    Respondant            Interviewer    Respondant                  Hi​ ​my​ ​name​ ​is​ ​Jessica​ ​Sam,​ ​a​ ​student​ ​from​ ​Curtin​ ​University,​ ​and​ ​I  would​ ​like​ ​to​ ​conduct​ ​an​ ​interview​ ​with​ ​you​ ​for​ ​an​ ​assignment​ ​I​ ​am  doing​ ​that​ ​relates​ ​to​ ​change​ ​in​ ​the​ ​organisation.​ ​Will​ ​you​ ​allow​ ​me  to​ ​ask​ ​you​ ​a​ ​few​ ​questions?    Yes​ ​of​ ​course.     That’s​ ​great.​ ​The​ ​purpose​ ​of​ ​this​ ​interview​ ​is​ ​to​ ​allow​ ​me​ ​to​ ​analyse,  interpret​ ​and​ ​evaluate​ ​the​ ​appropriateness​ ​and​ ​effectiveness​ ​of​ ​a  change​ ​process​ ​in​ ​an​ ​organisation,​ ​particularly​ ​yours,​ ​with​ ​the  theories​ ​I​ ​have​ ​learnt​ ​in​ ​my​ ​unit.​ ​So​ ​to​ ​start​ ​off,​ ​please​ ​tell​ ​me​ ​about  your​ ​work​ ​and​ ​your​ ​position.    So​ ​I​ ​am​ ​a​ ​casual​ ​worker​ ​in​ ​Myer​ ​Perth​ ​in​ ​the​ ​Ladies​ ​Footwear  Department​ ​and​ ​I​ ​have​ ​been​ ​working​ ​there​ ​since​ ​2014.    Tell​ ​me​ ​about​ ​the​ ​situation​ ​in​ ​our​ ​workplace​ ​that​ ​involved​ ​or  required​ ​some​ ​form​ ​of​ ​change.    Okay,​ ​so​ ​recently​ ​there​ ​has​ ​been​ ​a​ ​shake-up​ ​which​ ​is​ ​called​ ​“New  Myer”,​ ​it’s​ ​a​ ​scheme​ ​that​ ​affects​ ​all​ ​levels​ ​of​ ​the​ ​company​ ​including  management​ ​shake-up,​ ​admin​ ​relocation,​ ​changed​ ​services​ ​for  customers​ ​and​ ​staff.    Why​ ​did​ ​this​ ​situation​ ​come​ ​about?    Um,​ ​My​ ​guess​ ​is​ ​the​ ​economy.​ ​Myer​ ​is​ ​not​ ​doing​ ​so​ ​well​ ​as​ ​well​ ​as​ ​a  lot​ ​of​ ​Australian​ ​fashion​ ​industries​ ​at​ ​the​ ​moment,​ ​there’s​ ​pressure  on​ ​stockholders​ ​to​ ​make​ ​more​ ​money​ ​and​ ​in​ ​that​ ​process​ ​they​ ​have  made​ ​some​ ​changes​ ​that​ ​I​ ​think​ ​did​ ​not​ ​have​ ​enough​ ​risk  evaluation​ ​and​ ​therefore​ ​has​ ​occurred​ ​a​ ​few​ ​problems.    What​ ​was​ ​the​ ​change​ ​all​ ​about?    So,​ ​they​ ​came​ ​up​ ​with​ ​a​ ​scheme​ ​“New​ ​Myer”​ ​and​ ​this​ ​would​ ​affect  their​ ​advertising,​ ​the​ ​way​ ​staff​ ​works​ ​and​ ​the​ ​way​ ​managers​ ​relay  that​ ​to​ ​their​ ​staff.​ ​It​ ​started​ ​with​ ​​ ​incorporating​ ​Myer​ ​Academy  where​ ​staff​ ​was​ ​meant​ ​to​ ​​ ​login​ ​to​ ​learn​ ​about​ ​trends​ ​and​ ​fashion,  this​ ​kind​ ​of​ ​thing,​ ​it​ ​was​ ​all​ ​about​ ​chaining​ ​the​ ​service​ ​for​ ​our  customers​ ​so​ ​they​ ​have​ ​a​ ​better​ ​connection​ ​to​ ​our​ ​store​ ​and​ ​loyalty  therefore​ ​creating​ ​more​ ​beneficial​ ​sales.​ ​Um,​ ​changes​ ​included​ ​the  admin​ ​in​ ​all​ ​stores,​ ​apart​ ​from​ ​myer​ ​city,​ ​were​ ​dissolved​ ​and​ ​now  managers​ ​have​ ​to​ ​do​ ​a​ ​lot​ ​of​ ​admin​ ​work​ ​therefore​ ​taking  managers​ ​off​ ​the​ ​floor.​ ​In​ ​my​ ​department​ ​I​ ​hardly​ ​see​ ​my​ ​manager  which​ ​is​ ​causing​ ​me​ ​to​ ​think​ ​why​ ​do​ ​we​ ​have​ ​one​ ​[giggles],  therefore​ ​it​ ​makes​.

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2. Interviewer
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Hi my name is Jessica Sam, a student from Curtin University,
and I
would like to conduct an interview with you for an assignment I
am
doing that relates to change in the organisation. Will you allow
me
to ask you a few questions?
Yes of course.
That’s great. The purpose of this interview is to allow me to
analyse,
interpret and evaluate the appropriateness and effectiveness of
a
change process in an organisation, particularly yours, with the
theories I have learnt in my unit. So to start off, please tell me
about
your work and your position.
So I am a casual worker in Myer Perth in the Ladies Footwear
Department and I have been working there since 2014.

3. Tell me about the situation in our workplace that involved or
required some form of change.
Okay, so recently there has been a shake-up which is called
“New
Myer”, it’s a scheme that affects all levels of the company
including
management shake-up, admin relocation, changed services for
customers and staff.
Why did this situation come about?
Um, My guess is the economy. Myer is not doing so well as
well as a
lot of Australian fashion industries at the moment, there’s
pressure
on stockholders to make more money and in that process they
have
made some changes that I think did not have enough risk
evaluation and therefore has occurred a few problems.
What was the change all about?
So, they came up with a scheme “New Myer” and this would
affect
their advertising, the way staff works and the way managers
relay
that to their staff. It started with incorporating Myer Academy
where staff was meant to login to learn about trends and
fashion,
this kind of thing, it was all about chaining the service for our
customers so they have a better connection to our store and
loyalty
therefore creating more beneficial sales. Um, changes included
the
admin in all stores, apart from myer city, were dissolved and

4. now
managers have to do a lot of admin work therefore taking
managers off the floor. In my department I hardly see my
manager
which is causing me to think why do we have one [giggles],
therefore it makes a bit of miscommunication in tasks. Also, all
stores were routed out to an overseas call centre, this was meant
to
cut costs but has left with a sour reaction from customers as it
can
take up to 25 minutes to be connected to an area and then due
to
the language barrier could be connected to the wrong area
therefore causing more strife. We were also told we cannot call
other stores, we had to just give them the number and let them
deal with it, this can cause a bit of tension. I can see it working
when
we are busy and don't have time but as all of these factors are
meant to increase customer loyalty and satisfaction some
changes
that they made did not see the foresight in losing customers due
to
this risky change. With these ongoing changes with the “New
Myer”
they updated systems in my department. We all are allocated an
iPad and are responsible in logging into our shoe finder app, a
new
system where we search for shoes and send them to a runner at
the back who deliver them, this was meant to create more faces
on
the floor for better customer experience and faster service. We
do

5. have, well ⅔ of our team is made of permanent part timers in a
mature age bracket, so when this rolled around we had a bit of
technical difficulties because they weren't as duck-to-water as
the
younger generation with the technology, so there was a bit of a
learning curve there, mostly through it now but it's been about
six
months. The ipads also are monitored creating a bit of stress
for
staff members from managers when we don't use them correctly
or
when they die [battery life] or incorrect stock on the system,
there's
just another barrier we have to go through now. The entire
Myer
network is now using an app called Kronos for all time card
facilities
so we can clockin, clockout, see our hours, update our
unavailability. This is good and bad, but this does leave our
managers off the floor and in the admin for longer periods of
times
for changes and schedules. I've had a few problems in the fact
that I
have updated my unavailability a month in advance and I have
seen
first hand in the office when they are allocating availability it
doesn't
show them our preset availability which means they have
rostered
us on when we cannot do it and we have given them ample time
to
let them know we can't do it. They have deleted the paper
system
which was, I think, was a more sustainable communication of
hours, it has created tension in the workforce because I have
said I

6. am unavailable for a date weeks and weeks in advance and then
when I see I have been rostered on I have to tell her [manager]
and
she almost blames me “oh, why can't you work” kind of thing,
but
when you look at their screen when they're scheduling it, it does
not
tell them, that it does not show the blocked out dates and they
have
to click quite a few buttons to get to the unavailability page. So
I
think that the navigation of the system needs quite a bit of
updating
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which will only come from our feedback of the app which I
hope in a
few months time things will be smoother and better for the
company,
Why was it necessary to deal with the change situation?

8. Um, it was necessary because it was from the change of
command.
Obviously starting from the top to satisfying stockholders and
then
to our CEO and then down to our regional managers trying to
push
this “New Myer” agenda. So the particular managers in our
stores
had a short amount of time to change the attitude of staff and to
portray this “New Myer”. We learnt as we went, tried to change
our
ways, but also had to deal with the repercussions. We have to
deal
with it because we serve thousands of people a day and if we
don't
change our ways we get stressed from either end, management
and
customers, therefore creating a tense working environment. Um,
it
was necessary to change with the ways to keep our jobs, to
keep
relevant and yeah.
How did you or the others deal with the change? And what did
you
do?
I reevaluated the importance of my job there and the fact that I
needed to accept these new changes even though there was
little
direction, I do think they shouldve have a few store meetings to
explain these things, I kind of came to my own outcomes of
what
was all happening, I think they lacked a bit of communication
there
so to deal with it I just had to soldier on and know that

9. hopefully
they did have bigger plans for us and I was loyal to the team so
as
long as I put effort into it it would made my working life easier
there. I also had to change and deal with it so customer
experience
was better - the happier the customer, the happier we are. And
also
the happier the customer is the happier we are so if we are
mopey
about these changes we are not going to make any sales and
therefore will threaten our jobs so we just have to deal with it.
Did the others deal with the change the same way you did or?
Some people were resistant. There were a lot of behind the
scenes
kind of chatter and bitchiness and a lot of uncomfortable staff
workers knowing that these changes were coming and we were
kind of felt a little bit not respected because we have been
working
there for a long time and things were changing and we didn't
really
have that respect between managers and staff. So there was a lot
of
complaining behind the scenes. Some people have left due to it,
some people have retired but it is creating a bit of stress around
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staff.
What changed as a result of your actions?
Overall, once we went with the flow with this “New Myer” we
kind of
agreed to team leaders and managing staff and just tried to help
them. Once I realised that it wasn't coming from them and they
weren't just being, you know, angry at us for nothing, kind of
had an
easier time, I kind of realised that all of these changes were
coming
from higher up and they had the pressure on them, so by just
agreeing to it and being more accepting of it, our relationship

11. became easy to work with and everyone just got along abit
better.
Also learning these new systems, customer experience has
become
good and bad, on the floor it is faster, but I’m not sure if its
better. I
am constantly serving many people at once and I kind of lose
that
personal experience with them unless it's very quiet. The phone
issue is a way to work fast but it's also lessening our customer
loyalty. Ipads helping us become faster, but again it brings
issues
with technical difficulties. Result of my actions I have become
a
better problem solver, I can deal with more things under
pressure, I
think it's just I've been able to grow with the company and
know
that I can move on from there with quite a few life lessons.
In your view, was the action you have taken successful? And
what
makes you say so?
I think the actions that I have taken will be successful soon, we
are
still getting used to this “New Myer” so it will take time.
Overall, the
new actions taken by senior staff were originally not good,
there
was a lot of confusion, a lot of he said she said, no one really
knew
what we were doing. I think they went about it the wrong way.
They
cut hours, we were understaffed, we had sadder staff on the
floor

12. because they were complaining about the lack of hours the lack
of
money, so that resulted in not the best customer relations which
then affected their sales, so I feel like they should've changed
something else than what they did or at least made the
communication better when these changes were happening so
we
had more team unity instead of division between the
hierarchies.
Overall, i think it will be a good change after a while, because
we will
just get used to it but I think the overall change could have
been
brought out smoother with more conversations about what was
happening and why.
Purpose: This assignment aims to: Expose you to actual
organisational change in real-time,
and l Provide you with an opportunity to apply relevant change
theory to the organisational
change situation (intervention). Application means, more
specifically, to analyse, interpret
and evaluate the appropriateness and effectiveness of a change
process in an organisation
by using available theory and logical thinking.
Description:

13. 1. You need to identify a 'change intervention' in an actual
organisation with which
you are familiar, or where you, your family or friends may be
currently working or
have worked in the past.
2. Establish clearly whether the change intervention was
introduced to bring about
change OR a response/reaction to change that was
introduced/imposed by other
parties (external or internal). It is important to distinguish
between:
a. a. A situation that called for / necessitated a change and the
change action or
intervention (a reactive form of change) that was introduced by
the
company official. As an example: sales are going down (a
situation
necessitating some form of action)… the action or intervention
taken by the
company to stop the decline and bring about an increase in sales
e.g. training
of sales staff, will be regarded as the change intervention.
b. . A change that was proactively introduced i.e. the situation

14. did not
necessarily require or demand a change. Deciding to introduce
work
uniforms where there were none before can be considered a
proactive
change
3. You need to conduct an interview with a person in the
organisation who was closely
involved with this (any) change intervention e.g. a manager in
whose
department/division the change intervention took place, or a
member of the
'change management team' who was responsible for introducing
and implementing
the intervention, or the change facilitator /consultant who
actively worked with
employees to bring about the change (could also be a human
resource
management official working for the organisation, etc.)
4. You should transcribe the interview and use this interview
transcription as your
data.

15. 5. Analyse and interpret the data about the change and change
intervention and the
(case) organisation
6. Write a carefully considered report on the change and change
intervention
Focus of the Report: In your report: critically analyse and
discuss the following five (5)
dimensions as they relate to the change and/or change
intervention:
1. Consider the difference(s) between the ‘change’ situation
and the ‘change action or
intervention’ and then identify…
a. the internal and external drivers of the change (situation)
and,
b. the rationale for, and objectives of, the change intervention
2. The change perspective(s) (please use the perspectives
indicated below) that you
think might be driving the people who were responsible for the
change intervention
(see the topic dealing with perspectives on managing change);
and
3. Indicate, what you believe the interviewee’s underlying

16. assumptions were about
the change and its nature (e.g. change can be imposed, can
render results in a
short period of time, etc.);
4. Indicate, also, whether the change was planned or emergent.
5. Indicate whether you believe the change action/intervention
was effective, what its
limitations were and what alternative change perspectives and
possible alternative
change interventions you would recommend to assist the
organisation with similar
change processes in future.
In your discussion of the above dimensions your views with
evidence from your interview
and the available literature. Note also that we expect that your
responses
FORMATTING REQUIREMENTS
- 2,200 words limit
- At least EIGHT (8) academic/scholar articles. Avoid internet
sources.

17. - Chicago 16 referencing style
** organisation i have interviewed is Myer a fashion department
store.