Question

go grub’s customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. the drivers have resisted using gps systems, claiming they know their territories, but managers are now encouraging them to look for the best solution to the increased level of customer complaints. go grub is in the ________ stage of lewin’s change model.

Answer 1

Analyzing the information on the issue, it is clear that Go Grub is in the unfreezing stage of Lewin's change model, which corresponds to the first stage of change where persuasive preparation about the needs of change takes place.

To manage the changes that generate adherence to the use of GPS systems at Go Grub, it is necessary for managers to look for methods to demonstrate the advantages of the changes, such as:

• Increased speed at work.
• Improved communication.
• Greater customer satisfaction.
• Cost reduction.

It is also important to train the employee to reduce insecurity and be honest about how the changes will make the job better, and then proceed with the changing and refreezing, according to Lewin's model.

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