| Summary: | Change in today's economy is pervasive, continuous and often a rapid process. Since change has become a ubiquitous part of organisational dynamics, employees who resist change can be a detriment to the effective running of the organisation.
Employee perceptions of change are an integral part of the change process. It is imperative for employers to understand and address employee perspectives, motivational factors, and concerns related to the change in order to help them through the process of change.
The purpose of this study is to evaluate organisational change management at Bristol Customer Service Centre and its accompanying Customer Lending Centre in light of employee perceptions of the process. The responses from the interviews were carefully analysed and highlighted a number of areas that need attention in order to improve the effectiveness of how change is implemented within the centre.
The findings helped formulate recommendations to address the issues raised. The main areas addressed are: communication, help and support, reward systems, training, employee involvement and the role of leadership.
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