This week's assignment consists of watching a scenario about Sandwich Blitz, Inc. and answering
questions regarding the use of new technology as a means of improving communication between
employees and customers.
Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have
been consistently reporting that they are overwhelmed by the volume of customers and management
has noticed that the number of reported errors in customer orders has increased. Dalman and Lei
have decided to adopt an e-customer order system that will allow customers to input their own orders.
This would address the issue of employees being overwhelmed by the increased pace of the
Dalman and Lei will first communicate their decision to the managers who report to them in an e-mail
communication. They are aware of how important it is to exhibit professionalism and business
etiquette in constructing an e-mail message to the managers. It is important for Dalman and Lei to
gain the support of the managers since they will have key roles in leading this change at the store
Referring to Kotter’s Eight Steps to Leading Change from the text, describe what management must
do to lead this change in technology to automated customer service by creating an e-mail message
(type it in a Word document) from Dalman and Lei to Sandwich Blitz’s middle management,
addressing how they intend to implement each of the steps in the change process.
Be sure to construct your message in a clear and professional manner. The goal of this
communication is to inform the managers of what is required to lead this change and to gain their
support in its implementation at the store level.
1. Clearly identify the problem that Dalman and Lei are faced with
2. In a Word document, compose an e-mail message from Dalman and Lei to Sandwich Blitz’s
middle management, explaining the steps... [continues]
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