1.“The NCS was a product of a consolidation of 20 regional call centers…and the
ID: 390657 • Letter: 1
Question
1.“The NCS was a product of a consolidation of 20 regional call centers…and the transition was not a smooth one.”
The following paragraph provides some background information on why the consolidation is described as “not smooth”:
“Quest encouraged the reps in the 20 regional centers to move to either Tampa or Lenexa; turnover at the regional call centers had only been in the low teens, so many of the reps were highly experienced...however, most chose not to move. Moreover, when they found out that Quest was planning to consolidate, they began looking for new jobs, which only increased the haste with which Quest had to consolidate the increasingly understaffed regional centers.”
What three measures would you have put in place to better manage the change process? Base your answer on an appropriate framework or model
Explanation / Answer
I shall be utilize the Kurt Lewin model of change to understand the process at quest. Now , we shall discuss each steps and implemented measures :
1) Unfreezing : Change can only be successfully implemented when as a senior , i will address my employees to think for the proposed change. I will count the number of people in favor or against in case of such deals.
2) Movement: Here , change will be taken place. For example: At the time of consolidation, many people decided to remain with the quest. It is one of the transition in the mindset of people . at this stage, major change can be observed.
3) Freezing:
Once , people will understand their benefits and drawback they will accept the organizational change. To measure this situation , i will observe the queries , conduct and great endeavour of the employees of the quest.
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