One of the options for your new strategy is a program in customer ...

[Coya19@aol.com]

One of the options for your new strategy is a program in customer service training. You have seen this program in action at one of your competitors and it worked beautifully there. You should decide:
 
  a. to purchase this program because it is ready to go and it will give you some
  focus and structure in the change process.
  b. to purchase this program because it worked well for your competitor and you
  must keep up with changes in the environment.
  c. to work within the company to develop your own program for customer
  service recognizing that there are no ready-made solutions.
  d. none of the above

Question 2

Describe Spector's sequential model of effective change implementation.
 
  What will be an ideal response?

[anyusername12131]

Answer to Question 1

c

Answer to Question 2

This model begins by advocating for process-driven change which argues that
change will be more effective if it is built on involvement and commitment, and if
it focuses on aligning employee tasks with the strategic direction of the
organization. To build commitment, the model advocates beginning with shared
diagnosis so that all parties will agree on the need to change and the direction for
change. Also, the model advocates mutual engagement in all stages, which in
turn requires mutuality, reciprocity, advocacy and inquiry. The model itself has 4
steps:
1. Redesigning roles, responsibilities and relationships and key in this step
is the idea of task alignment.
2. Help which involves offering training and mentoring to employees in
order to assist in the process of learning new behaviors.
3. People alignment which deals with assessment, promotion,
replacement and recruitment as ways to make sure the people are in the
proper place to support the changes.
4. Systems and structures which deals with aligning reporting
relationships, compensation, information and measurement and control to
ensure that all of these elements effectively reinforce the new behaviors
and activities.
The model is a sequential model and cautions against implementation traps,
which include switching the steps in the model and skipping the essential
requirements of shared diagnosis and mutual engagement.