Question
ACME Building Supplies is about to introduce a new customer service program that will affect all of its 200 sales and service employees. Job duties
ACME Building Supplies is about to introduce a new customer service program that will affect all of its 200 sales and service employees. Job duties will be changed and the employee reward 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 often leisurely) routines that employees have followed over the years.
Part 1- Forces Resisting Change
Describe three types of forces resisting change that the company will potentially experience during this change process.
Part 2:Implementing the change
Pretend you are working in the Human Resources department of ACME Building Supplies and are in charge of leading the change of implementing the new Customer Relations Management (CRM) computer program as part of this new 'Customer Service' change initiative. Employees use the current CRM multiple times a day as it stores all the information about clients from the types of products and services they have, to logging any interaction they have with the clients. Thus, this change will greatly impact their job/tasks. Knowing what you have learned this semester about behaviour and attitudes towards change, createi a plan that ACME could use to successfully implement this change.
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