Change Management can be defined as a process that systematically implements change in the company. The change management has many applications. It is considered as a means of defining along with adoption of the corporate strategies, procedures and technologies. These are found to stem from the changes in the macro environmental conditions. The companies as a measure of transitioning needs to have a process in place where there can be effective leading of people and enabling the people to meet the newer processes that are found to exist in the system. In the cases of Competitive Tactic Change management, the companies need to look for ways to be a continual process. The companies need to align the goals of the organization in the marketplace (Ittner and Larcker, 2003). These can be done responsibly and effectively than the competitors. Now Chipotle as seen from the media urgency and more is shown to be invested into change management. The reason for the declining of the restaurant stock prices is due to the issues in service and product quality.
To bring in change, the leadership of the company needs to increase the urgency in the situation. They need to create the need for the people to embrace the newer changes and the dynamics of the situation. The redundancy and the gaps in the process need to be addressed. The changes need to be instilled in order to create a heuristic where the people need to understand that without the change they cannot sustain in the long-term (Lee & Ulgado, 1997; Qin & Prybutok, 2009). Once the vision for change for the company and a feasible strategy is developed, these need to be communicated to the organization and the organizational set up must be so managed so as to empower the employees (Johnston & Clark, 2008). In Chipotle, most of the employees are customer facing and hence would be empowered when they are given some rights of discretion and autonomy.
Source: Johnston, & Clark, 2008 in Service operations management: improving service delivery, p.241
An employee who is in an adaptive zone might be a little more anxious because of how they are put into a position of higher autonomy, but would be less frustrated in change management. They would be more creative and more facilitating.Now in the case of Chipotle, leadership in that particular chain was indeed not so adequate. There are standard protocols and structures and employees believe in following them strictly. Although employees were briefed on change management that their particular restaurant was undergoing they were not given the necessary autonomy, and this could result in frustration. Frustration of employees could have an adverse impact on services.