Melanie Pendleton XXXXXXXXXXYesterday Sep 2 at 1pm My organizational change intervention proposal involves Xfinity/Comcast and the strive to improve customer service from all employees. The...

Melanie Pendleton

My organizational change intervention proposal involves Xfinity/Comcast and the strive to improve customer service from all employees. The organization employees’ individuals at all levels that deal with customers including technicians, call center and store employees. Over the years the organization has been known for having bad customer service and not caring about their employees. Taking this into consideration the organization must make a change to help retain its customer base as well bring in new customers. The organization has seen complaints from all aspects of the organization from call center employees being rude to customers when they call in about issues with their bills or service, the organization’s billing when a contract is up when customers call in to lower their bill after their contract is up, and even the technicians when coming into customers homes.

My intervention plan will involve taking all employees and putting them into a retraining program that will be required to continue employment. Each employee level will have its own online retraining program that will be completed in off hours but will be paid once completed. Those employees once they have participated in the retraining each employee will start with a clean slate with no customer complaints. Part of the human capital metrics will measure each employee’s customer complaints (Lawler and Worley, 2006). Any employee who receives a customer complaint will be required to retake the training certification again. If the employee receives another complaint the consequences will involve moving the employee to a non-customer-based position or terminate employment.

As a part of a reward and motivation program employees who work with no customer complaints will receive some type of reward. The reward might be monetary, additional sick pay, or vacation days depending upon the employee (Chamorro-Premuzic, 2013).

Chamorro-Premuzic, T. (2013). Does money really affect motivation? A review of the research. [Web log comment]. Retrieved from
http://blogs.hbr.org/cs/2013/04/does_money_really_affect_motiv.html
(Links to an external site.)(Links to an external site.)

Lawler, E. E., and Worley, C. G. (2006).Built to change: How to achieve sustained organizational effectiveness.New York, NY: Jossey-Bass.

Catina Artenantmartin

Walmart Stores, Inc, the nation’s and the world’s top retailer, who sells many things from grocery to household items at deep discounts. Began in 1962 in Arkansas by Sam Walton. Walton’s ideas of low margins and high profits remain the foundation of the Walmart culture (Ann & Carr, 2010). This organization has over 3000 locations nationwide and their workforce exceeds 1 Million. This establishment has foot traffic reported customers walking in their stores at 120 Million per week and a reported 84% of Americans patronizing the store in all of 2005 (Basker, 2007).

Walmart has redefined culture and organization because of their size and strategic successes yet their poor employment satisfaction results along with their low wages makes for job dissatisfaction and high turnover. This combination continues to bring researchers to study and identify how can this organization culture characteristics coexist and this organization remain on top.

My proposal includes making modifications to the way associates relate to customers in their knowledge of products and services they offer as well as how they interact with customers throughout the store.

Please review my proposal draft attached to this discussion.

References:

Ann, C., & Carr, A. (2010). Critical reflections on the good, the bad and the ugly of organization leadership: the case of Wal-Mart.
Culture & Organization,
16(2), 109–125.
https://doi-org.proxy-library.ashford.edu/10.1080/14759551003769268(Links to an external site.)

Basker, Emek. 2007. "The Causes and Consequences of Wal-Mart's Growth." Journal of Economic Perspectives, 21 (3): 177-198.

Collapse Subdiscussion

William Yaw Adufutse

William Yaw Adufutse

Thank you Marcus for the discussion! True when it comes to customer satisfaction, Innovation is not the answer. A new innovation which sell like a hot cake can be attractive but if the service provided is unsatisfactory, the product will fail. When it comes to organizations like Walmart, it is a matter of going back to basic and relate to their customers.

Thanks,