Strengthen Your Skills Change from a Management Standpoint chefs are becoming disgruntled because they constantly Instructions: The following scenario is designed to help have to make salsa on top of the regular orders. The man- you think about some of the various challenges one faces ager has received increasingly more complaints from din- when managing a change process. Imagine yourself as the ing customers regarding the decreasing quality of food. manager in the scenario. After reading the scenario, an- Some say that their orders are served cold while others swer the questions below. Keep the concepts of organiza- claim that their sides of beans and rice are smaller than tional change and innovation in mind as you answer the usual. Not surprisingly, most of the complaints refer to the questions. lack of free salsa refills on the tables. The manager knows Scenario: something needs to change, but he is unsure how to go about it. He is also unsure how the employees will react to Comestibles Natural, a New Mexican restaurant, makes change since they are accustomed to their routines. the best salsa and hot sauce in the state. The condiments are so popular that the restaurant began bottling 8-ounce Questions: and 16-ounce jars under the brand name Comestibles Salsa 1. Why is change needed? What organizational issues with the tag line "Natural" to sell directly from the loca- does this change seek to address? tion. This simple act created larger demand for the prod- 2. Who will be affected by this change? ucts. Increasingly more customers pour into the restaurant 3. Where in the organization would you expect to expe every day to purchase jars of salsa and hot sauce. While rience the most resistance to this change? this may seem like a good thing, overall it is negatively 4. What types of resistance do you anticipate? What will contributing to the entire operation of the restaurant. Too the resistance look like? much congestion in the lobby is creating too much noise 5. What can you do to proactively manage those who are pollution for the diners, and people are constantly bump- resistant? 6. What specific behaviors do you need from the em- ing into each other in the lobby. Just last week a fire mar- ployees to address the resistance? shall came in for a meal, and, after seeing the conditions, 7. What type of personal support or assistance will you warned the manager of safety violations. Additionally, the need to implement the change? restaurant cannot keep up with the demand. In fact, the