CASE STUDY

"You work in a centralized HR department at a retirement home that has four satellite locations throughout the city. At a strategic operations meeting you found out that the senior leadership team has decided to outsource many parts of the IT department. One of the major parts of the outsourcing will be the tech-help desk process that the satellite locations use to troubleshoot their tech issues.

Currently if they had issues they would email John in the IT department with their problems, or phone him directly. Now with this process getting outsourced they will email the outsourced agency or call a 1800 number and log a ticket. The outsourced agency will then respond to the issued tickets in sequence of priority. If the outsourced agency is unable to solve the issue they will escalate the problem to John in IT.

Senior Leadership is pleased with this decision as it will free-up IT time for more strategic projects at the company, and will also give them metrics that they can track the most common IT issues being logged in the tickets.

Senior Leadership has asked for your assistance in communicating this change to the organization. The new process will begin in 3 months."

YOUR TASK

• Create a communication to notify the satellite locations of this new process. (Communication: memo, email, notice.....)
• Your communication should follow the Communication Quadrants best practices for communicating change.