Question

XYZ Office Supplies is about to introduce a new customer service program that will affect all of its 355 sales and service employees. Job duties will be changed and the employee rewards system will be altered to fit this new customer focus. Moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and ofter leisurely) routines that employees have followed over the years. Top management is concerned about the different types of forces resisting change that the company will potentially experience during this change process. XYZ attempts to assist the change process by putting employees in direct contact with customers. Here, the company is trying to:

Answer 1

By putting employees in direct contact with customers before implementing the new service program, it is an attempt by XYZ to create urgency for change.

How to implement organizational changes?

Changes can impact the way work is performed, altering the organizational culture in some cases, which can generate resistance. To reduce this situation, it is essential to implement the changes gradually, with objectivity and clarity about the benefits that will be achieved.

Therefore, organizational changes must be implemented smoothly, in order to provide optimal training and security for the employee.

Find out more about resistence to change here:

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