Change Management and Communication Plan

Topics: Management, Customer service, Customer relationship management Pages: 7 (1283 words) Published: May 30, 2014


Change Management and Communication Plan
MGT/311
March 24, 2014



Change Management Plan

Riordan Manufacturing is doing big things to improve their organization. They have decided to change how the organization manages their customer management system. The company has not had any formal system for managing their customer information and has in the past left this up to each individual employee. This new system will incorporate the use of one customer management system that will be accessed by all employees. Our team will be assisting with this process and will ensure that our plan will make Riordan more effective. During this process we will need to have several planning meetings to assist with the implementation of this new process and the use of our new customer management system. We as a team will ensure that all steps are carefully planned and well presented to the employees. Our number one goal is to make the company more effective. The topics we will need to address include the organizational structure to include chain of command, organizational culture, and the strategy we will use to make these changes effective. Their current method of management is the chain of command. This allows each division to have a supervisor and many levels between the bottom and the top. The level of supervision includes supervisors, middle managers, and executive managers. The informal power structure is a team-oriented working environment. Assignments are currently being completed by appropriate communication among the employees. The lack of focus on individual success is often overlooked. Decentralization can also be a disadvantage as it can lead to control problems for management. This structure can generally increase conflict among employees. The most effective organizational structure that would benefit Riordan would include self-directed teams. Riordan’s team environment would be excellent for self-directed teams. Self-directed teams can offer several advantages. The largest factor we considered is motivating the employees. This will allow them the highest level of job satisfactory by boosting morale and giving them meaningful positions. Employees that have high levels of job satisfactory are much more engaged in supporting their organization. An employee’s behavior is influenced by their company’s culture. The organizational culture at Riordan includes fairness, dedication, teamwork, performance evaluations and benefits accommodations. Everything the company offers is factored into the culture. These influence an employee’s motivation and will help an employee grow and gain additional experience and knowledge. Some potential influences include career advancement, job security which in return will lead to loyal employees, excellent customer service provided by the employees, and compensation satisfaction. One of the most difficult challenges a company is tasked with is implementing change. As long as a company knows and understands how to effectively implement change, the less resistance they will receive. Reasons that employees resist change include: lack of awareness to the change, fear of being out of comfort zone, fear of not understanding the reasons for change, personal feelings towards the change, conflicts, and fear for lack of job security. Management should always be prepared to effectively deal and handle the resistance most employees will impose. Some strategies Riordan Company should follow include; effective communication of any ideas and implementation of change prior to the change date. Management should always be mindful of employee concerns and work on different training methods to help them cope with any changes that will be occurring. Every employee should be given the opportunity to provide feedback regarding the changes. Another strategy is to expect the resistance when implementation takes place. The best way to handle that is to address it...
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