Mitchell Gold + Bob Williams: Organization Change and Development

When Kim Clay began answering phones as a consumer inquiry representative for Mitchell Gold + Bob Williams, she was neither particularly self-confident, nor was she certain about the direction of her career. Nevertheless, her co-workers instantly noted her positive work attitudes, and Clay eventually moved on to the Customer Care department where her good-natured personality was popular not only with customers but also with co-workers who often requested her assistance on computer issues.

In many organizations, hidden talents often remain hidden. But at Mitchell Gold + Bob Williams, managers encourage employees to discover their talents and seize new opportunities. When managers discovered Clays knack for handling computer issues, they decided to create a new position for her: computer help desk specialist. Despite her lack of formal computer education, Clay jumped at the opportunity, and today, she is the chief of technology for MG+BW. To managers and colleagues who spotted Clays positive work attitudes early on, the employees rise through the ranks was no surprise. Even so, no one could have predicted the unique career path she made for herself.

1. What forces for organization change are reflected at Mitchell Gold + Bob Williams?

2. Suppose that there was a need to move Kim Clay out of her current job and into a new one. How might this change process be managed most effectively?

3. In what ways is Mitchell Gold + Bob Williams using organization development?