Reference no: EM133160062

Need Training Plan

Case Scenario Restructuring Customer Service

The Customer Service call centre at Delta Hotels has just learned that the Corporate Accounts Division is complaining loudly to the Vice-President of Operations that potential guests are receiving the wrong booking information. Corporate Accounts wants to find another service provider outside of the Division.

In response, the Director of Service met with the Senior Management Team (SMT) to confirm that this is the first time Corporate Accounts has made this complaint. The Director has since heard that other Divisions have also complained about call centre performance. The SMT is puzzled why they haven't heard from their Division counterparts before approaching Vice-President. 

Meanwhile, Customer Service Division employees have heard the news with mixed response. Mid-level managers have admitted to hearing complaints and are not surprised. They complain that the SMT was notified but doesn't like to hear negative comments and so did nothing. Front line employees are devastated because they feel they work but are not appreciated. 

The Director of Service has brought you in to manage a new reorganization unit in the Service Division. Morale is low and everyone is concerned about their own future. Cooperation among units, between mid-level managers, and with the SMT has dropped. Several key employees are rumored to be looking for work elsewhere. You have met with the other Divisions and now understand their specific complaints.

You are responsible for making a presentation to the entire Senior Management about their current roles and strategic responsibilities in leading this change. You also need to train them on where to expect resistance to change and how to overcome obstacles. Although the SMT agree with the need reorganize the current processes in the Customer Service Division, they question the need for a new unit and your loyalty since you were brought in by the Director.

Please suggest a training plan from the above scenario and suggest inputs for the below.

Objective

• Please advice the change goal the organization needs to put in place
• Suggest the new practice or process required for this system or structure to operate
• Advise the conceptual shift in thinking needed and the gap it would fill
• Kindly share your inputs on probability the organization adopting or rejecting this objective

Audience

• Suggest the stakeholder (departments/individual) affected by this objective
• Suggest the process or function does this stakeholder need to provide to the business
• Advise on what does this stakeholder need to engage and feel supported by this change
• Advise/ suggest your inputs on how does the group reacting to the change and suggest on how does it affect your intervention

Intervention

• Please suggest an action or activity that will fill the gap between objective/outcome
• Please suggest the overall strategy and advise how will this facilitate the desired change
• Suggest new capacity (KSAs) does this stakeholder acquire and its benefits
• Advise when will this intervention be delivered and suggest if there any prerequisites