Q2. (a) Winlock Consultancy is about to introduce a new customer service program that will affect the entire business operations. Job enrichment and enhancement will be implemented and the reward system will be revised to fit on customer orientations. In order to improve the workflow efficiency, some of the routine jobs which were done by employees will be replaced by technologies. Through the changing process, identify and describe the possible forces of resisting change that Winlock may be experiencing. (18 marks)

(b) M is a model that seeks to intricate individual behaviour as a result of internal and external factors or influences being collective together. Discuss the potential components of M. (12 marks)