Management

http://extmedia.kaplan.edu/business/AB140/AB140_1402A/U9Assignment/intro.html

Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have been consistently reporting that they are overwhelmed by the volume of customers and management has noticed that the number of reported errors in customer orders has increased. Dalman and Lei have decided to adopt an e-customer order system that will allow customers to input their own orders. This would address the issue of employees being overwhelmed by the increased pace of the workplace.

Dalman and Lei will first communicate their decision to the managers who report to them in an e-mail communication. They are aware of how important it is to exhibit professionalism and business etiquette in constructing an e-mail message to the managers. It is important for Dalman and Lei to gain the support of the managers since they will have key roles in leading this change at the store level.

Referring to Kotter's Eight Steps to Leading Change from the text, as well as the other required reading from the text, describe what management must do to lead this change in technology to automated customer service by creating an e-mail message (type it in a Word document) from Dalman and Lei to Sandwich Blitz's middle management, addressing how they intend to implement each of the steps in the change process. Is email an effective channel to send this message? Why or why not? What are potential communication pitfalls in this scenario and how can they be avoided?

Be sure to construct your message in a clear and professional manner. The goal of this communication is to inform the managers of what is required to lead this change and to gain their support in its implementation at the store level.

Student Checklist:

1. Clearly identify the problem that Dalman and Lei are faced with.

2. In a Word document, compose an e-mail message from Dalman and Lei to Sandwich Blitz's middle management, explaining the steps necessary to manage this new technology change, and addressing the questions above concerning communication channel and potential pitfalls.

Note to Students: The main portion of your paper consists of the message about the change, written from the perspective of Dalman and Lei to the managers. Before or following this message, address the other parts of the assignment regarding the following: the problem that Dalman and Lei are faced with, the effectiveness of email as a channel to communication this message, and potential communication pitfalls in this scenario.

Draft your Assignment paper at least 2 double-spaced pages in length, using size 12 point font in MS Word format. Be sure your paper is well written in paragraph form, with correct spelling, grammar, and punctuation.