Change Management Intervention Proposal

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Change Management Intervention Proposal

Background

American Building Company (ABC) Steel Company is located in Houston Texas in the United States. The company deals with steel making. It is worth noting that the company has operated its businesses for more than 70 years. The company was founded in 1947 as Steel Builders Inc. and renamed ABC in 1964. The company is among the leaders in technology, longevity, quality steel buildings, and design. The company has employed more than 335 employees. ABS steel is the largest and most experienced manufacturers of custom metal building systems. The company is able to service customers in North America and beyond because of its authorized builder network. These have been one of the advantages of American Building Company. The company has grown over years because of entrepreneurial drive and culture.

Globally, the company is a leader in steel technology, which continues to give them an advantage over other competitors. Within the building industry, the systems, engineer works, and the metal building has proved to be sustainable. ABC Steel is a company that has expanded the builder network and has over 1,000 design-build contractors. Their services extend across the Caribbean, the United States, and Canada. However, the company tends to have failed to meet various targets and objectives because of workforce-related problems and production backlogs. It means that the departments in the organization need to improve and the problem solved. The proposal is a streamlined focus on American Building Company Steel and identifies various areas that need improvements to meet its consumer needs.

Organization challenge

Human resource is one of the critical components in every organization. ABC Steel seems to be having problems with the various operations in a different department, which are linked to professionalism. For example, there are issues that tend to hinder the success of the organization and need to be corrected. For example, the professionalism-related issues include disciplinary problems of employees in the company and shortage of skilled manpower within the various departments and areas of operations. There is a need to implement various changes that will enhance the human resource component in the organization. The human resource improvement will go a long way in improving customer services and production processes (López-Cabrales, & Valle-Cabrera, 2019).

The market continues to be competitive, while means that the company should be up to date in its operations. The company has numerous projects as it continues to expand its operations and design development. One of the projects is the Lead Generation strategy, which is aimed at enhancing substantial growth in the company. Other projects include panel selection charts, custom steel building, as well as panel profiles. Lack of professionalism could adversely affect the operations and lead to failure in numerous internal projects. On the same note, poor customer service tends to reduce customer loyalty, which is one of the threats the company is facing at the moment. To improve, the company need to enhance professionalism and improve their human resource. Analytically, the ongoing projects and expansion will affect every department at ABC Steel.

The critical part to improve is customer relationship management. It is because they are the key stakeholders who are in contact with customers. The approach that they will use in handling the customers should be professional. Lack of professionalism will continue to threaten the company because the customer loyalty base will decrease. It is unfortunate for the company to face decreased customer loyalty because of a lack of professionalism in customer relationship management. The company is supposed to combine its strategies, policies, as well as technologies to analyze and manage customer interaction. Customer retention is a key component of customer relationship management. Customer feedback is a critical tool that will make the customers understand their needs and problems. Customer satisfaction can be achieved by interacting with the customer through email, telephone, website, and other communication platforms used by the company (Cummings, & Worley, 2019).

In this case, answering customer’s questions and responding to customer complaints should be professional. It means that the company should implement changes in customer approach in feedback, complaints, and questions. There are several issues that the organization needs to undertake to solve the problem, which include employee empowerment, training, reorientation in relation to changes, and provision of consistent support.

The magnitude of the problem is bigger at ABC Steel and requires an urgent response. There is a need to improve customer relationship management to ensure employees are comfortable and confident when approaching the customers. The changes and solving the problem will enhance production in the company and make the company enjoy a competitive advantage in the steel industry. The customer will be able to receive immediate assistance and response.

Change agents and stakeholders involved

The change agents involved play a key role in determining the outcomes and success of the project. One of the key stakeholders in the organization and change agents in the consultants. As a consultant in change management intervention, ABC Steel needs my expertise and understanding. Also, the intervention that has been selected focus on key stakeholders of the company. The change agents and stakeholders include the customers and the staff at the departments (López-Cabrales, & Valle-Cabrera, 2019). These stakeholders are key to the human resource component in the organization. The intervention strategy will not happen if the stakeholders are not part of it. For professionalism to be achieved at ABC Steel, employees should be trained on the best way to approach the customers. Also, the customers are important in the change process because of their feedback. They should feel part of the change process. Customer relationship management is achievable with the support of the above-mentioned change agents and stakeholders.

Proposal change model

The change model has democratic and fundamental values that promote the development and growth of people in the organization. Analytically, the issues of change in the organization are linked to human resources at ABC Steel. The improvement in the organization is guided by the change model. There are four major theories of organizational change that can be applied to the ABC Steel proposal. These models include the positive model, continuous change model, action research model, and three-step change model (Cummings, & Worley, 2019). The continuous change model is applicable in the case of ABC Steel. The model is a response to how the organizations need to adapt to the current environment. The problem of professionalism and customer satisfaction is a result of applying traditional strategies and a lack of current skills. Through the model, it is possible to comprehend the company problem and provide solutions. The organization needs to prioritize and coordinate the changes in relation to professionalism. Also, the change requires resources and time, which are come of the key components under the continuous model of change. The model address the dynamic change requirements in the company (Cummings, & Worley, 2019). The first step under the model is discovering, which brings together all the stakeholders in solving the problem. It is important for all agents to comprehend the challenges and trends that the organization can face in the future. At this step, the organization can adapt and implement changes.

Designing is the second change activity that the company should undertake. It entails understanding the organization’s design elements, strengths, and weaknesses of various strategies applied by the company. The interventions are key change initiatives, which include training of staff members at ABC Steel. The model focuses on the present diagnostic focus and the future-oriented visionary focus. The continuous change model applies tailoring as the activities to be applied. ABC Steel will focus on customizing activities through pieces of training and good communication. The organization is changing but there is a need to coordinate and assemble all the activities. The final activity is assessing the process of change. There are necessary adjustments that ABC Steel need to make under the proposed changes. The assessment entails feedback from the customers and surveying of stake does to determine their judgment and support. The support of stakeholders and agents of change is important. The application of the continuous change model in solving the problem will have better outcomes over time (Cummings, & Worley, 2019). The organization has the opportunity to change in various ways and learn how to change continually.

Proposed diagnostic model

Diagnosing is s stage on planned change that focuses on understanding organizations’ problems and positive attributes. The diagnostic model for analyzing problems involves various activities that are crucial to organizational development (Cummings, & Worley, 2019). ABC Steel needs to choose the best diagnostic model for understanding the organization and analyzing feedback information from the stakeholders, who are majorly the customers in this case. Open System Model is the best for ABC Steel. The model is beneficial because it recognizes that the organization is a large environment that several stakeholders interact. The model focuses on the environment, which entails the inputs, transformations, and outputs. The diagnosis of the organization focuses on the organizational level, group level, and individual level. The group-level diagnosis is critical in this case because the proposal involves several stakeholders working together. There are inputs, design components, outputs, and rational fits for the diagnostic model (Cummings, & Worley, 2019). Culture and design are crucial components under the diagnostic model. The use of this model will ensure that processes, human resource systems, and management processes are embedded in solving the problem at the company. The design components are crucial because they will focus on the goal clarity, task structure, performance norms, team functioning, and group composition (Cummings, & Worley, 2019). All these components are relevant in solving the problem at ABC Steel. Analytically, ABC Steel requires training, empowerment, and development of employees. The design plan focuses on the training of employees in different departments under customer relationship management. The process should be continuous, which is achieved by hiring experts who can train employees on the various components of customer satisfaction and interaction. Immediately after the hiring process, all employees should be trained. The training modules should be updated to meet the current human resource needs and the dynamic nature of consumer behavior. The design plan will be streamlined towards individual and group models. The group and individual strategies are meant to improve the s functional nature of all the departments. CRMs under the group model empower employees in the decision-making process.

Plan for implementing change

Implementing change is crucial in ensuring that the results and goals are achieved. If the plan is not implemented then it will never be realized (Wilton, 2016). ABC Steal needs to implement the proposed changes to achieve its goals and objectives. As the consultant of that company, it is critical to update the training modules to align with the current employee needs. Since the problem entails professionalism, the human resource should be improved. Data collection and analysis are key at the company. The process of collecting data will be through observation. How the employees approach and communicate to customers can be observed and recommendations made. The emails will provide more information on questions that customers ask. As a consultant, quarterly meetings and meetings when the need arises will be part of ABC Steel operations. The training will CRMS operations and training will align with rising issues from the clients.

Conclusion

From the proposal, it is evident that ABC Steel is a Largent manufacturing company in the steel industry globally. It means that the company needs to maximize its opportunities and strengths to achieve a competitive advantage. The company is able to service customers in North America and beyond because of its authorized builder network. However, the company is facing a challenge with decreasing customer loyalty, which is attributed to a lack of professionalism. The proposal has looked through the customer response management department and the need to improve. All stakeholders should be involved in implementing change in the organization. The proposal will make the organization increase customer loyalty and productivity.

References

Cummings, T. G. & Worley, C. G. (2019). Organizational Development & Change (11th Ed.). California: Cengage Learning.

Johannsdottir, L., Olafsson, S. & Davidsdottir, B. (2015). “Leadership role and employee acceptance of change: Implementing environmental sustaimability strategies”, Journal of Organizational Change Management.

López-Cabrales, A., & Valle-Cabrera, R. (2019). Human resource management at the crossroads: Challenges and future directions. Cambridge: Cambridge Scholars Publishing.

Wilton, N. (2016). An introduction to human resource management. London: Sage.