Question: This activity will test your ability to apply what you are learning to a real change management situation. The Situation You have received the following
This activity will test your ability to apply what you are learning to a real change management situation.
The Situation
You have received the following confidential email from the head of the IT organization.
Re: Upcoming changes
Due to the increasing pressure of new competitors in our industry, we must continue to find ways to make our processes and procedures more efficient and cost effective. We also want to address the many order fulfillment complaints and issues weve received from the Customer Service Department at the same time. We are pleased to announce the introduction of a new, online customer service system. Because this will be a bit disruptive, we want to give managers early notice that we will be undergoing the following technology changes over the next 2 months. Please do not share this with your staff until it has been formally announced to the organization.
An online sales process will be introduced to our customers over the next two months.
Going forward, it is expected that 50-75% of customer orders, inquiries and complaints will be managed online.
The new online ordering system has been developed and tested. Implementation is expected to be complete in 30 days.
Systems training for customer service employees starts in 1 week.
As this change is expected to improve customer service and is expected to address the many frustrating order fulfillment problems that have been identified, we trust that it will be welcomed by your team. Please let us know if you have any questions or concerns.
Senior Manager from IT
Change Challenge - Part 1 Knowing that you must respect the confidentiality of the email, you must make some informed assumptions based on your knowledge as a change leader. In this discussion forum, answer these questions and then check back to see and comment on what your classmates think. Learn from each other!
In your best judgement:
- Based on the letter and what you know about your staff and the work they do, what type of change do you think this could be? Explain why.
- Do you have enough information? In anticipation of your employees response, what else do you want to know?
- Based on the stated timelines for the implementation, have you any concerns about the alignment of the job centered timelines with employee readiness? Explain.
- Based on this assessment, what should your next steps be?
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