Organizational Development And Change Of Commonwealth Bank Of Australia (CBA)

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Nowadays with the rapid development of global business advanced, more and more organization retain change to existence within the competition. For years, change has been seen as a difficult task within an organisation, but things are quite different now. Statistic shows that 70 percent of change failed within the organisation depends on certain concern consideration (Kotter, 1995 & Smith, 2002). However, whether empirical evidence could offer reliable analysis for the rate of successful change, organization change is still the key elements for a successful organization (Shannon, Michael & James, 2016).During the past decade, the theory of organisation development has expanded in a variety of definition, but the core value is the applying of social science theory and variety of personal, group and system intervention measures to centralized on the implementation of the organization of positive humanism planning process of change (Allan et al 2015).
The aim of the essay is to analyse the organization development and change of Commonwealth Bank of Australia (CBA), in order to achieve effectiveness business on improving customer satisfaction. The essay will state the reason, why CBA need to change the organization structure and desired future state. Furthermore, Lewin’s change model applying to support the organization development and change of CBA. …show more content…

CBA was originally a government bank, and carried on the privatization in the middle of 1990s, and maintain most of the bureaucracy, hierarchy and male-dominated culture (Workplace Gender Equality Agency, 2012). In addition, the organization excessively focus on business development and ignore the customer, thus, customer satisfaction greatly reduced compared with other competitors. In 2005, Ralph Norris took over CBA Chief Executive mentioned focus on customer satisfaction and clear the responsibility of the service (Trevelyan,

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