Ldr 531 Week 4 Addressing Challenges of Groups and Teams
Addressing Challenges of Groups and Teams James King, Allison Compton, Jeremy Severson, and Ann Williams LDR 531 March 8, 2011 Dr. Molly Smith
Addressing Challenges of Groups and Teams Competition and technology changes in the telecommunications industry has resulted in declining profits for Desert Communications Incorporated (DCI). The competitive business climate in the telecommunications industry requires DCI to initiate proactive strategies to drive profits. The conventional view of the customer contact center is as a cost center for supporting customer relations (Kaiser, 2011). Learning Team B will demonstrate the advantages of converting the customer contact center into a profit center for cross-selling additional products and services available through Desert Communications Inc. The contact center employees will receive the necessary training and support to become a strategic operation contributing to company goals for profitability. Methods for Operational Change Incorporating new methods, ideas, technologies, or programs within an organization can face resistance, and if the resistance flourishes, employee activity protecting the status quo can build a counterculture against the change. Change within a work unit that includes changing the job description is a recipe for failure without appropriate planning. Planning is an activity that incorporates decision-making regarding objectives, strategies, priorities, assignment of responsibilities, organization of work, and distribution of resources (Yukl, 2010). After identifying operational changes, communication of the changes is necessary for acceptance and support among the key employees at DCI. Without the appropriate training and feedback mechanisms, the employees responsible to execute operational change can encounter lack of
Addressing Challenges of Groups and Teams Competition and technology changes in the telecommunications industry has resulted in declining profits for Desert Communications Incorporated (DCI). The competitive business climate in the telecommunications industry requires DCI to initiate proactive strategies to drive profits. The conventional view of the customer contact center is as a cost center for supporting customer relations (Kaiser, 2011). Learning Team B will demonstrate the advantages of converting the customer contact center into a profit center for cross-selling additional products and services available through Desert Communications Inc. The contact center employees will receive the necessary training and support to become a strategic operation contributing to company goals for profitability. Methods for Operational Change Incorporating new methods, ideas, technologies, or programs within an organization can face resistance, and if the resistance flourishes, employee activity protecting the status quo can build a counterculture against the change. Change within a work unit that includes changing the job description is a recipe for failure without appropriate planning. Planning is an activity that incorporates decision-making regarding objectives, strategies, priorities, assignment of responsibilities, organization of work, and distribution of resources (Yukl, 2010). After identifying operational changes, communication of the changes is necessary for acceptance and support among the key employees at DCI. Without the appropriate training and feedback mechanisms, the employees responsible to execute operational change can encounter lack of
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