Benny is working in the Bank Industry as an Operations Manager. During the meeting, it was revealed that the organization's overall performance had declined for a variety of reasons. For example, high wait times for banking transactions, erroneous Outward Telegraphy Transfer, frequent ATM machine breakdowns, and inefficient loan application and trade finance transactions. One manager had mentioned the issue of the loan application procedure, which needed document screening from three distinct levels of management before acceptance. The supporting documentation gathered from clients by the person in charge were also discovered to be incomplete, causing further postponement of the procedure. Besides, complaints were received regarding some misconduct displayed by personnel while serving clients. Consequently, few customers have withdrawn their application on Mortgage Loan, Letter of Credit and Fixed Deposit accounts. As a result, Benny was considering adjusting in a variety of areas in order to improve. However, he would face resistance of change, particularly from senior staff, which would impede the efficient implementation of the change process. (a) What actions are required to implement change process for improvement? (b) Explain FOUR (4) ways to assess the effectiveness of change process through Organisational Development approach. (c) Elaborate FOUR (4) appropriate managerial roles to practise by managers in avoiding the problem from happening. (d) Apply the relevant leadership theory to use for handling the situation