Problem:
Your role as the customer service manager at SWC evolved from the changes that separated customer service functions from the sales functions and the subsequent creation of the new customer service department. As the customer service manager, you are working in a matrix support structure with other business units. Some departments are pleased with the changes; they feel that communication and teamwork will improve. However, given the sudden nature of change and its various effects (employees being laid off, demoted, and responsibilities shifting), some areas are not happy. There are strong signs of change resistance that could negatively impact the expected benefits of the new structure. Furthermore, as the organization expands internationally, resistance will also be evident.
The CEO has asked for your advice regarding how she could have handled the changes at SWC to create the new department and organizational structure while minimizing the negative effects. It is believed that the lessons learned from this change process will help the organization with future international expansion.
Using the Library, Internet, or any other available resources, research the topic of change management and change management plans. Prepare a document of 1,500-1,750 words for the CEO that provides a change management plan for SWC that could have guided organizational movement to the new structure and will be used as a framework for future change. Your plan should include the following.
The benefits and potential problems associated with moving to a centralized customer service organization
Discuss the pros and cons of using a matrix structure for your position.
A change management strategy that can be used for future organizational changes.
Your strategy should be based on the change management models that you research and adapted for the change scenario at SWC.
The change management plan should address the resistance and other challenges that must be met in a major organizational change.