Business change Management Essay Example | Topics and Well Written Essays - 3000 words

Business change Management - Essay Example Organizational change is a term generally used for an extensive change within the organization where companies try to change, implement or also reengineer their processes. In most cases, organizational change tends to be radical and can lead to reorientation of the business. Any change within an organization is generally based on external factors that impact them and form the driving force. Since organizational changes are very deep-seated stakeholders of the company also tend to be impacted. This paper aims at discussing the changes management strategies that can be adopted by Huanghe Technology to overcome the issues that are being faced within the organization. The paper will provide an overview of the current issues, followed by a detailed discussion of the proposed solution and the possible challenges. Current Issues: The rapid expansion of the business has led the company to develop and work as three different and independent units. Although Huanghe Technology has very effectiv ely implemented latest technologies and has also seen intense growth, the lack of clear support for the customers. Since each of the three business units have grown independently and behave as separate entities with different cultures, there has been a lot of information loss. Huanghe Technology is currently being faced with issues like lack of proper customer support, lacking technical support and also numerous call drops between the customer care and sales teams. Hence it is crucial that the company implements a change plan to help develop an organized and effective approach to resolve this issue. The main focus of the change plan is on the customers and their needs. Huanghe Technology currently has its customer service office in UK and the company currently plans to reorganize this by keeping all of the Customer Service Department activities for the Huanghe UK office under the supervision of a new head. This can cause two main issues, i) resistance from the employees, ii) another independent unit to deal with customer service. Hence these are the main issues that the company currently needs to focus on while developing the change management program. Also, in the case of the SOHO customers, the company has set down two different channels to meet the needs of these customers. The first is where the company caters to the need directly and second where the products is sold by retailers like Tesco. In the retail channel, the technical aspects are dealt with by the company directly. However there is a major gap that has been found here and it is clear that the SOHO customers are not getting adequate technical support from the company. Proposal for New Customer Service Department Customer Relationship Management (CRM) plays an essential role in every business and holds an enormous importance in today’s competitive world. CRM is a business strategy that has been built around the notion of being customer-centric (Evans, O’Maley, & Patterson, 2004). The main aims are to have optimum revenue by better customer satisfaction through improved