QUESTION

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: CHANGE MANAGEMENT

Management at Impact Services intends to drive a process of CHANGE in the organization to get employees to become more customer

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centric in their approach to service. Management has

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$($

eight

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$$actions

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$$interventions planned to support and drive the CHANGE intervention.

For each of the planned actions

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$$interventions below, indicate to which step of the Kotter Change Management Model can the action be linked.

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$1$

$$The Policy on Authorization for Customer Migration will be amended to provide first

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line customer

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facing staff more authority to activate customer migration.

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$2$

$$A major structural review is planned for later in the year in support of the planned customer

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centric approach to doing business.

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$3$

$$An Executive Roadshow and extensive communications campaign will kick off soon to communicate the envisaged change, and the benefits thereof for the company and appeal to employees to commit and own the new way of doing.

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$4$

$$The CEO has recorded a broadcast where she presented the company

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s financial results for the past three years, clearly indicating the decline in income, customer loyalty, market share, and brand value. She discussed the implications for the firm and all its stakeholders should the company not succeed in the turn

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around strategy.

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$$A group of elders, that have been with the firm since its establishment has met with the Executive Committee in the past week to be briefed about the proposed turn

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around strategy.

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$$A list of three tough, yet attainable goals has been identified to be achieved within the first quarter. All divisions will have team sessions at the start and end of the quarter to plan implementation and assess progress against these goals. These sessions have been branded GAME

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ON

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$$Management has announced in EXCO that the turn

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around strategy will roll out over a three

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year period, though most of the interventions are planned for year one.

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$8$

$$The communication and marketing director presented a communication plan aimed to support the turn

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around strategy through various communication efforts.

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$$Organized labor has been briefed on the turn

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around strategy, the need thereof, and how it is intended to unfold. A plea for support of the process has been issued by management.

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$1$

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$$The Executive Committee will have an indaba at a lodge outside the city in two months

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time to plan the rollout of a new Customer Relations Management System, planned to support and enhance customer centricity in the organization.