Desert Communications Inc Case Study: Addressing Challenges of Groups and Teams
Addressing Challenges of Groups and Teams
LDR/531
Addressing Challenges of Groups and Teams Desert Communications Inc. is a major wireless telecommunications organization struggling with declining net profits because of recent changes in the communications industry. Desert Communications requires re-evaluating processes and guidelines through action research. Desert Communications utilized the management team of BCCW to perform the action research. BCCW is a contracted customer service call-center of Desert Communications. One step in action research is to create an action plan, which details procedures to successfully accomplish the changes required (Judge & Robbins, 2011). An action plan is a vital tool in keeping an organization on track and focused through the changes. The action plan created by the staff at Desert Communications focuses on two points: training and motivation. Presenting the Operational Change Change is often not managed, as it should be; depending on the amount of people that are asked to make the change, it could create confusion and disruption. So, what call center manager and team leaders need to do is, bring the teams together and explain the situation let them know about the change that is about to take place, and also let him or her know what you as as a manager or team leader is expecting of them. Have the team gather information from one another and share ideas in what things they think would improve the business. Do not have one on one conversation with any of the team members that could make some of the members turn on one another. Managers and leaders are responsible for passing on the information about the change in the company, by handing out flyers, making phone calls; this includes anyone that may be on leave or vacation.
Methods of Presentation of Change The management team will hand out memos that will notify staff of upcoming changes; in addition, IT will create a flash
LDR/531
Addressing Challenges of Groups and Teams Desert Communications Inc. is a major wireless telecommunications organization struggling with declining net profits because of recent changes in the communications industry. Desert Communications requires re-evaluating processes and guidelines through action research. Desert Communications utilized the management team of BCCW to perform the action research. BCCW is a contracted customer service call-center of Desert Communications. One step in action research is to create an action plan, which details procedures to successfully accomplish the changes required (Judge & Robbins, 2011). An action plan is a vital tool in keeping an organization on track and focused through the changes. The action plan created by the staff at Desert Communications focuses on two points: training and motivation. Presenting the Operational Change Change is often not managed, as it should be; depending on the amount of people that are asked to make the change, it could create confusion and disruption. So, what call center manager and team leaders need to do is, bring the teams together and explain the situation let them know about the change that is about to take place, and also let him or her know what you as as a manager or team leader is expecting of them. Have the team gather information from one another and share ideas in what things they think would improve the business. Do not have one on one conversation with any of the team members that could make some of the members turn on one another. Managers and leaders are responsible for passing on the information about the change in the company, by handing out flyers, making phone calls; this includes anyone that may be on leave or vacation.
Methods of Presentation of Change The management team will hand out memos that will notify staff of upcoming changes; in addition, IT will create a flash
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