Scenario A

Restructuring Customer Service

The Customer Service call centre at Delta Hotels has just learned that the Corporate Accounts Division is complaining loudly to the Vice-President of Operations that potential guests are receiving the wrong booking information. Corporate Accounts wants to find another service provider outside of the Division.

In response, the Director of Service met with the Senior Management Team (SMT) to confirm that this is the first time Corporate Accounts has made this complaint. The Director has since heard that other Divisions have also complained about call centre performance. The SMT is puzzled why they haven't heard from their Division counterparts before approaching Vice-President.

Meanwhile, Customer Service Division employees have heard the news with mixed response. Mid-level managers have admitted to hearing complaints and are not surprised. They complain that the SMT was notified but doesn't like to hear negative comments and so did nothing. Front line employees are devastated because they feel they work but are not appreciated.

The Director of Service has brought you in to manage a new reorganization unit in the Service Division. Morale is low and everyone is concerned about their own future. Cooperation among units, between mid-level managers, and with the SMT has dropped. Several key employees are rumoured to be looking for work elsewhere. You have met with the other Divisions and now understand their specific complaints.

You are responsible for making a presentation to the entire Senior Management about their current roles and strategic responsibilities in leading this change. You also need to train them on where to expect resistance to change and how to overcome obstacles. Although the SMT agree with the need reorganize the current processes in the Customer Service Division, they question the need for a new unit and your loyalty since you were brought in by the Director.

1.What is the scope of change? (individual, group, department, etc.)

Is this change the same for each business unit? How far reaching is it?

2.What is the current state of the organization? Why is this a problem?

Is this issue a contingency, opportunity, or threat? What are the challenges?