The leadership of the Singaporean-headquartered software solutions organization is concerned about issues arising from communication and coordination challenges between employees at the U.S. branch and the Singaporean headquarters. The VP of the U.S. branch has assigned an HR consultant, with developing a change management plan.

Before preparation and presenting a change management plan, it's been decided that the VP should be familiar with various change management models. This will enable for easy explanation and justification for the use of a particular model to create the change management plan. A report will be created that introduces the various change management models and this will be sent to the VP. The report also identifies a selected model for the change management plan and the selection is justified.

Share the rationale for deploying a particular change management model at the U.S. branch of the Singaporean software solutions provider.

Specifically, address the following criteria for the creation of the change management model report:

1. Provide a brief description of change management models listed below:
   1. ADKAR change management model
   2. Kotter's change management model
   3. Lewin's change management model
2. Compare the benefits of these change management models listed above.
3. Determine the most appropriate change management model for the U.S. branch. Support your response with research.
   1. Identify problem areas related to change indicated in the Employee Engagement Surveys (results attached below) and Leaders' Self-Evaluations (results attached below).
   2. How does the selected change management model resolve these problem areas?
   3. What other features of the selected change management model make it appropriate for the U.S. branch?

Employee Engagement Survey.

Response Rate The survey response rate is the first indication of the level of employee engagement in any organization. Of the 140 employees invited to take the survey, 40 responded, which is a response rate of 28.5%. As a rule, rates higher than 50% are best, while rates lower than 40% may indicate trust problems within the organization, lack of faith in leadership, and employees' reluctance to engage in improvement efforts until leadership demonstrates a clear commitment to change. Company Data 1. Years of service with this organization Less than 1 52.5% of respondents 1-2 27.5% of respondents 3-5 15% of respondents 6-10 2.5% of respondents 11-15 0 16+ 0 Prefer not to answer 2.5% of respondents 2. My race/ethnic identification African American or Black 60% of respondents Hispanic or Latino/a/x 12.5% of respondents Anglo American or White 12.5% of respondents Asian 5% of respondents American Indian or Pacific Islander 0 Multiracial or Other 7.5% of respondents Prefer not to answer 2.5% of respondents 3. I am currently in a supervisory role Yes 7.5% of respondents No 90% of respondents Prefer not to answer 2.5% of respondents 4. I received a merit increase during the past two years Yes 7.5% of respondents No 90% of respondents Prefer not to answer 2.5% of respondents5. lreceived a promotion during the past two years Yes 7.5% of respondents No | 90%ofrespondents Prefer not to answer 2.5% of respondents 6. | plan to be working for this organization in one year Yes 60% of respondents N |125%ofrespondents Prefer not to answer 27.5% of respondents Employee Engagement Questions Professional Development: * In the last six months, my manager has talked to me about my progress, and we developed goals to help me grow. o 36% agreement | am satisfied with the on-the-job training | have received. o 27% agreement * There is adequate cross-training in my department. o 36% agreement Company Vision, Values, and Mission: * | am familiar with the company's vision and values. o 26% agreement * | have a clear understanding of the organization's direction. o 36% agreement * The organization is changing for the better. o 26% agreement Teamwork or Warkgroup: | receive the support | need from employees in my workgroup to do my job effectively. o 89% agreement * My coworkers make me feel that | am part of the team. o 78% agreement | trust my coworkers. o B3% agreement * My workgroup cooperates to get the job done. o 73% agreement Senior Leader/Middle Manager: + Senior leaders focus on creating a positive team atmosphere. o 36% agreement * Senior leaders are open, honest, and transparent. o 36% agreement * Senior leaders encourage and empower me to take initiative and suggest improvements. o 26% agreement * My middle manager is open, honest, and transparent. o 70% agreement Culture: * This company is a team-oriented organization. o 36% agreement + This company challenges the status quo and seeks continuous improvernent. o 18% agreement * Employees have a strong sense of personal responsibility for the performance of their department and the performance of the company. o 80% agreement + (Overall, people care about my well-being at work. o 34% agreement Work Environment: * | see the connection between the work | do and the benefits received by customers. o 65% agreement + | have enough authority to make the decisions | need to make. o 36% agreement Communications: * | usually hear about important changes through management communication rather than rumors. o 36% agreement In my workgroup or team, my opinions count. o 72% agreement Diversity: The company tries to promote a work environment free from discrimination and harassment. o 41% agreement The environment at the company is supportive of the expression of different opinions, styles, and perceptions. o 18% agreement | am satisfied with the company's efforts to support and encourage differences. o 34% agreement Productivity: The technology, tools, and resources | have access to allow me to be as productive as possible. o B3% agreement Staffing levels have kept up with the increasing customer base, workload, and infrastructure. o 26% agreement Deadlines set by senior management are realistic. o 18% agreement | am given the opportunity to do my best work. o 26% agreement Performance Management: | have a clear understanding of work expectations. o 60% agreement My performance has a significant and direct impact on my pay. o 26% agreement Note: Individuals rate their skill levels on the following scale: Mot Skilled | Minimally Skilled | Somewhat Skilled | Skilled | Very Skilled Title: Vice President Job Summary Leads departments and operations for an entire organization and creates its overall vision, mission, values, beliefs, and strategic goals. Directs and evaluates other executive leaders' work and the success of the organization. Maintains awareness of external and internal competitive landscapes, opportunities for expansion, customers, markets, and new industry developments and standards. Manages the strategic plan that guides the direction of a team's business and collaboratively works with the executive management team to identify, prioritize, and act upon company needs, focusing on integration strategies to ensure optimal efficiency. This position requires competencies such as analytic and strategic thought, vision, orientation to detail, customer focus, talent management, resource management, and leadership skills. Vice President Self-Assessment: As | reflect on this past year, | have driven business expansion from startup and evaluated the organization's success. This past year, we identified ways to increase revenue and decrease casts by 10%. | analyzed financial reports with the accounting manager, prepared new operating budgets, and greenlit pilot projects using Al and chatbots to compete in an increasingly digital economy. My understanding of the external factors affecting the organization will help us think ahead ond be ready for changes in the market. My most tremendous success was bridging the gop between the company's day-to-day running and the board of directors' sweeping visions. Since taking on the new role, | realize my leadership skills come from years of experience and knowledge throughout life. This wisdom has impacted my judgments, decisions, and actions. | have learned to focus on a clear purpose and mission. | have consistently shown commitment and motivation since joining the company, and | want us to succeed. | am a leader who focuses on meeting set deadlines and objectives on time. | realize that | can be too controlling in a project, and | don't give other team members enough room to contribute or develop their ideas. | must learn to give others maore space and let them take the initiative, too. Maybe | should try harder to promote the company's culture ond values within my team. While | regularly hold meetings with this in mind, | should focus on boosting team spirit and collaboration. | am often frustrated, and | find it hord to communicate when foced with other leaders' behaviors. Despite the challenges we faced this past year, | am incredibly proud of what my team and | have accomplished during the past year. Minimally Somewhat T [ [ s | e Your level of I have little | have some | have agood | | always experience experience experience amountof demonstrate demonstrating learned | demonstrating | demonstrating | experience this each competency this this demonstrating | competency competency competency this and could and need but still need | competency provide substantial guidance independently | guidance/ direction to training to perform it others effectively Leadership Skills Strategic Thinking Skills People Communication Skills Ethical Practice Tech Savvy [/Computer Skills Fostering Teamwork Visioning Self-Awarenessand Emotional Intelligence (EQ) Cross-Cultural J Awareness Title: Sales Manager Job Summary Leads the sales and marketing functions, including strategic planning, budgeting, forecasting, and maintaining scalable processes that differentiate and highlight the value proposition from concept to execution for all business areas. Drives profitable revenue and market share growth through domestic and international marketing programs to email, print/digital, CMS, and social media platforms. This person is highly collaborative and works cross-functionally to devise campaigns that engage, inform, and motivate to raise brand awareness. Manages and coaches inside sales and outside sales teams. Sales Manager Self-Assessment: After taking the time to evaluate my performance, | would like to highlight a few of my best achievements from the post year. At the beginning of the period, | spearheaded the launch of our organization's first sales industry research report. My promotional efforts helped secure a speaking engagement at two national sales conferences, which will help the company meet its annual objective of increasing industry exposure and promoting our customer value proposition. Additionally, | assisted in overhauling our website content with IT and helped procure @ new data partner. As a result, our paid search efforts\" ROl has increased by 120% year over year and influenced 56 million in our latest service line sales. Becouse of this year's marketing strategy's ambitious nature, there were times when | pushed my team hord to perform at their best, put in extra hours, and deliver on highly demanding prajects. While | would never compromise on my drive for results, | must take the time to give more thoughtful and considerate feedback to members of my team. This quarter, | noticed that | could have delegated and communicated strategic goals to our team better. Passing more projects to the outside sales team will help me become more efficient while also providing them more opportunities for skill-building and career development. Additionally, | believe meeting with the VP, call center, and sales team bi- weekly instead of monthly will help improve cross-department communication ond ensure marketing campaigns are better aligned with overall company goals. By the end of next quarter, my goal is to improve my cross-cuftural practices by taking an online training session. I've been working more closely with the call center team in the past Sfew months and want to collaborate more effectively to understand and achieve our team goals. Skill Level: Not Minimally Somewhat Skilled: Very Skilled: Skilled: Skilled: Skilled: Your level of I have I have little I have some I have a good I always experience not experience experience amountof demonstrate demonstrating learned demonstrating demonstrating experience this each competency this this this demonstrating competency skill competency competency this and could and need but still need competency provide substantial guidance independently guidance/ direction to training to perform it others effectively Leadership Skills V Strategic V Thinking Skills People V Management Skills Change V Management Skills Communication V Skills Ethical Practice Tech Savvy 4 /Computer Skills Fostering V Teamwork Visioning V Self-Awarenessand Emotional V Intelligence (EQ) Cross-Cultural V Awareness Learning Agility VTitle: Accounting Manager Job Summary Manages accounting functions, including analyzing various accounting functions (A/R, A/P, cost, and accounting) to understand what makes clients profitable, ensures accurate transaction records, evaluates financial processing, and controls transaction processes. Manages sub-ledger agreements (inventory, AR, sales, COGS) to the general ledger and investigates and corrects any variances. This person sets the example of integrity, ensuring monies and assets are protected against unauthorized use or removal and loss due to a criminal act or breach of trust. Works cross-functionally, multitasks, problem solves, thinks of the big picture, and focuses on process improvements to improve efficiency and follow generally accepted accounting principles (GAAP). Coaches accounting associates and works with operating managers to ascertain their need for accounting data. Accounting Manager Self-Assessment: After taking the time to evaluate my performance, | would like to highlight o few of my best achievements from the past year. At the beginning of the period, | Initiated corrective actions for maintaining accounting records, improving record accuracy by 75%. The accounting team implemented an accounting records maintenance system, replacing the old, inefficient one. | spearheaded our organization's new digital timekeeping system, replacing the outdated process and eliminating "paper\" timekeeping. We continuously met audit standards this year, and this is for two years in o row, owing to exceptional account management skills. This guarter, | noticed that | have not been delegating enough work to other team members and have challenges communicating strategic goals to our team. Passing more projects to the accounting team will help me become more efficient while also providing them more opportunities for skill building and career development. By the end of next quarter, my goal is to streamline the accounting systems by implementing standard operating procedures for each subsystem. It is important not to build silos and understand the big picture and our team goaols. | am working on transactional accounting improvement, but I also think a strategic approach is necessary. | have worked closely with the customer success coordinator/team leader, but | would like to address with top leadership the communication breakdown, the top-down approach, and ways to colloborate maore frequently. | can affer my professional opinion on where best to align finance and occounting programs to the strotegic plan and on building action plans to support overall business success. Skill Level: Not Minimally Somewhat Skilled: Very Skilled: Skilled: Skilled: Skilled: Your level of I have I have little I have some I have a good I always experience not experience experience amountof demonstrate demonstrating learned demonstrating demonstrating experience this each competency this this this demonstrating competency skill competency competency this and could and need but still need competency provide substantial guidance independently guidance/ direction to training to perform it others effectively Leadership Skills V Strategic Thinking Skills People Management Skills Change Management Skills Communication Skills Ethical Practice Tech Savvy /Computer Skills Fostering V Teamwork Visioning V Self-Awarenessand Emotional Intelligence (EQ) Cross-Cultural V Awareness Learning Agility VTitle: Customer Success Manager Job Summary Manages the customer success function and provides input on strategic customer plans to help identify areas where the company can improve overall service delivery, quality, and excellence. Develops customer relationships that promote retention and loyalty. Creates department policies and procedures that optimize the customer experience. This person has the highest accountability level for call center supervision and performs basic human resource tasks such as hiring and training staff. Coaches the customer success coordinator/team leader in improving service efforts, scoring performance, and developing support strategies based on customer feedback. Customer Success Manager Self-Assessment: In the past year as a call center manager for the company, I've increased the customer satisfaction rate by 37% through overseeing day-to-day contact center operations and business planning, employee development, operational efficiency, and service excellence. | worked with the customer success coordinator to revise the existing cold call script and odded a stronger volue proposition, resulting in an increased call time averoge. We started interfacing closely with the sales department to ensure alignment and spent a great deal of time "QC-ing" or monitoring queues and tracking inbound call performance. | coached our customer success coordinator on performance metrics, including inbound calls, call waiting, and abandonment rates. We started working on creating a new customer service training manual and quality assurance form. | empowered the customer success coordinator to work with the accounting team on the new timekeeping implementation. After reflecting on my performance, | noticed that while my ability to build rapport with employees and customers helps me as a manager, | will need to delegate more to the customer success coordinator as the business grows. | began serving as the backup trainer and assisted in onboarding nine new representatives, all of whom finished their first quarter meeting performance standards. Given this experience and my commitment to continued growth, | think there is room for improvement. | want to shift the call center culture to o mare employee-centric workploce where our employees are happy, comfortable, and valued. I am aware of the possibility that the various technological odvancements in Al voice processing, customer analysis, and chatbots may improve customer satisfaction; however, it could also make some employees redundant. | am unsure if our employees see leadership as approachable and observant or sensitive to what the agent is trying to tell us, even indirectly. If we can fix this, we can improve business performance and reduce turnover. Skill Level: Not Minimally Somewhat Skilled: Very Skilled: Skilled: Skilled: Skilled: Your level of I have I have little I have some I have a good I always experience not experience experience amountof demonstrate demonstrating learned demonstrating demonstrating experience this each competency this this this demonstrating competency skill competency competency this and could and need but still need competency provide substantial guidance independently guidance/ direction to training to perform it others effectively Leadership Skills V Strategic V Thinking Skills People V Management Skills Change V Management Skills Communication Skills Ethical Practice Tech Savvy /Computer Skills Fostering V Teamwork Visioning V Self-Awarenessand Emotional V Intelligence (EQ) Cross-Cultural V Awareness Learning Agility VTitle: Customer Success Coordinator/Team Leader Job Summary Provides industry-leading customer care, order assistance, technical customer service, and customer success team leadership while engaging in real-time troubleshooting of inbound Tier Il and Tier Ill customer requests by email and telephone. Coaches employees in all customer service and contract sales facets, manages the customer care escalation chain, and works with the customer success manager to improve overall service delivery improvement, quality, and excellence. This person has a high level of accountability for call monitoring to improve service efforts and scoring performance and develops support strategies based on customer feedback. Works with a knowledge-sharing mindset, works with a sense of urgency, works cross-functionally, is a problem solver, and thinks outside the box while troubleshooting the root cause of all customer success center problems to identify the action(s) required to resolve the customer's issue immediately. Serves as customer success trainer. Customer Success Coordinator/Team Leader Commentary: In the past year as lead agent in the call center for the company, I've worked with my manager to increase customer satisfaction rate by 37% through revising the existing cold call script, adding stronger value propositions, and focusing on quality control QC-ing and agent dashboards. | spent time with ogents, communicating performance expectations on inbound calls, call waiting, and abandonment rates. | monitored colls using our new guality assurance form. I handled 15-20 customer requests to speak with o supervisor per day and positively resolved the issues. | assisted my manager in 36 employee evaluations, detailing observations of positive performance, opportunities for improvement, and specific details of supervisor calls taken for the week. | demonstrated the ability to handle 50 or more calls o day as the leod customer success agent, too. By decreasing my tolk time by 15 seconds per call, I believe | can increase my call-per-hour rate by at least 10% next quarter without negotively impacting customer satisfaction. | also worked with the accounting manager and her team to implement the new digital timekeeping system and train all agents. After reflecting on my performance, | noticed that while my ability to work with employees at all company levels is one of my best skills, | understand our customers. | am ready to take on more HR-related responsibilities. | began serving as the lead customer success troiner and helped my manager onboard nine new representatives. | would like to understand the call center's company goals and work with my manager to shift the coll center culture to o more employee-centric workplace. Many call center workers have been here less than two years (27.5 %), and most call centers run an average 30-45% turnover. Let's focus on retention. | believe that additional sales training and education about our products would help me increase my up-selling performance in line with company expectations. | want to discuss a potentiol promaotion to assistant customer success manager. Minimally Somewhat skilled: Skilled: Your level of I have little | have some | have agood | | always experience experience experience amountof demonstrate demonstrating learned | demonstrating | demonstrating | experience this each competency this this demonstrating | competency competency competency this and could and need but still need | competency provide substantial guidance independently | guidance/ direction to training to perform it others effectively Leadership Skills Strategic Thinking Skills People Self-Awarenessand Emotional Intelligence (EQ)