Project

The company you are working on

The company I am choosing to work on for this course project is a company I used to work a few years ago that was, in my opinion, the worst place to work. I worked for a third party call center called Skybridge Americas; they provided the customer service for several newspapers, beauty products and is also a storage and distribution warehouse for some smaller companies. The customer service that Skybridge provides to its customers is mostly dealing with angry , disgruntled customers and this can create a very stressful work environment causing most employees to only be part-time.

What change needs to be made (and why)?

The change that needs to be implemented within the company is a large culture upgrade for the employees; in all of my time of employment at this company they never once showed their employees any sense of company culture or togetherness. Skybridge had an extremely low employee morale, which in turn causes them to have a high employee turn around rate. This is a huge issue for the company because they waste a lot of time and money to get their employees thorough a mediocre training program only for them to leave the company within months of being hired. A change needs to be implemented throughout the entire company to promote employee morale and put programs in place to recognize and incent employees.

Who are the key players/groups involved in the proposed change?

The key players involved in making this company wide change include the entire human resources department and the CEO of the company. I also believe that the employees or at least ground level supervisors should be involved in some decision making because they have firsthand experience with the employees.

How do you think you can help?

I think I can help in implementing this change in the company by coming up with an incentive program for the employees to motivate them to provide the best customer service possible to our customers. This plan should include ways to brighten up the work environment for the employees and give them an opportunity to relax during the day and relieve the stress of their job. An example of this could include bi-weekly massages for employees who sign up, fundraisers that include chances to win PTO or longer break times if they wish. Proposal title: Sample Outline for Organizational Development

Purpose:
- Concisely describe what you are proposing, why there is a need for this change and how the company will be better for the change. (Approx. 1-2 paragraphs)
- Note: it often helps to write this portion last after you've organized your thoughts.

Problem:
- Fully describe the problem using secondary research.
o Who are the primary stakeholders?
o How long has the problem been going on?
o What are the "symptoms" of the problem?
o How is it impacting the success of the business?
o Note: in actual practice, the problem definition would be followed by primary research to confirm the diagnosis.

Solution:
- Describe the intervention you will perform to change the organization for the better. Give details about the following:
o How will you generate support for the change you've proposed?
o Who will be involved?
o What are your objectives for the intervention?

Best Practices:
- How have other companies handled the kind of change you are proposing?
- What can you identify as best practices?
- What did you learn that you wouldn't do?
- How did this knowledge help you define your plan?

Plan:
- Develop a detailed action plan including a timetable for implementation.
o How will you structure it?
o What techniques will you use?
o How much time will it take?
o How will you communicate the results?
o How will you ensure a system for feedback and renewal?

International Contingency:
- Based on what you learned from your research, how would you modify your plan to match the culture and business practices of the region you chose (China, Japan, India, or Mexico)?
- Be specific and provide support.

Conclusion:
- Summarize the value of your plan
- Reinforce how the company will be better after the change
- Suggest next steps to get the plan moving in the right direction

Attachment:- Annotated bibliography.rar