Organizational Change Process Maranda Bryant, Pauline Drummond, Christine Fulton, Bernard Mallada, Donna Mayhew AET/560 August 3, 2015 Professor Randy Howell

Introduction Comcast realized that their customers deserve the best experience every time they interact with the customer care department, and improving upon that is their number one priority.

7-Step Plan 1. They will give their customers a 30-day money-back guarantee 2. They will always be on time within your 2 hour appointment window or you’ll receive a $20.00 credit 3. They will resolve routine issues in one visit or you’ll receive a $20.00 credit 4. They will treat their customer and their home with courtesy and respect 5. They are here for their customer, 24 hours a day, 7 days a week to answer questions at their convenience 6. They will quickly address any problem they may experience 7. They will continually offer the best and most video choices

Lewin’s theory for leadership

Theory of Effective Leadership Theory of Effective Leadership is what Comcast will bank on To make the objectives and goals become a reality Effective leadership will be able to find the right training in order to produce measured results in the success that is achieved. Leadership is a natural quality that very few people possess.

Behavior Theory There are four behavioral leadership categories: Task Oriented People Oriented Directive Approach Participative Approach.

Training Program: Customer First Day 1 I. Module 1 – Skills and Development a. Customer Engagement i. Building Rapport ii. Showing Empathy iii. Active Listening iv. Smiling through the phone b. First Call Resolution i. Call Sequencing c. Conflict Resolution i. Identify the Issue ii. Take Action iii. Present a Solution d. Retention Strategies i. Setting the Customer Expectations ii. Building Trust iii. Being the Expert e. 7-Step Plan

Training Program: Comcast Performance Appraisal & Development System Day 2 II. Module 2 – Comcast Performance Appraisal & Development Program a. Customer Experience i. Quality Assurance ii. Repeat Calls b. Business Ownership i. Checking for Opportunities ii. Account Review iii. Product & Service Knowledge c. Efficiency i. Productive Time ii. Average Calls Per Day iii. Hold Time

Strategy to Overcome Resistance Steps to overcome the resistance therefore should be Know the source of resistance Understanding to the resistance Build confidence Communication Allow to participate in change

Strategy to Create Commitment 9 Leadership Behaviors that have the Greatest Impact on creating Commitment Inspire and Motivate others Driving For Results Strategic Perspective Collaboration Walk the Talk Trust Develops and Supports Others Building Relationships Courage

Strategy to Offer Incentives  These are the eight steps that are required for a successful Incentive Programs: - Assessment - Emotional Appeal - Program selection - Training and Communication - Work value - Measurement - Support - Analysis and Feedback  Elements of an Effective Incentive Program: - Support from upper management. - Incentives are created around the new change process. - Creates a change in the organizational culture.

Strategy to Offer Incentives  These are the eight steps that are required for a successful Incentive Programs. Assessment Emotional Appeal Program selection Training and Communication Work value Measurement Support Analysis and Feedback

Strategy to Offer Incentives  Elements of an Effective Incentive Program -Support from upper management. -Incentives are created around the new change process. -Creates a change in the organizational culture.

Strategy to Offer Incentives  Effective Incentive programs helps an organization: -Improve employee performance. -Increase collaborative relationships. -Increase in qualified employees. -Retain highly skilled employees. -Produce greater value through support from upper management and employees. -Meet and increase quota expectations.

Strategy to Offer Incentives Financial Non- Financial Bonuses Merit pay Commission Profit sharing Stock Options Public recognition Awards

Strategy to Promote Teamwork The following teamwork strategies will assist with promoting and fostering good working relationships: Negotiation Communication Objective and Goals Trust Recognition

Strategy to Promote Teamwork Ensure more Commitment from top management- Share the plan of action in detail Effective Communication- Give details and general ideas, vision of change is clearly defined Maintain vigilance and awareness negative trends and team work short fall- keep building harmony and collaboration Motivation- everyone must be involved in making the changes Increase positions to leadership levels for better progress and teamwork

Shared Diagnosis What will be found Shared diagnosis is imperative to the change process view of the root cause of the issues unite, motivate and build momentum How to find it Collection of data questionnaires interviews observation

Ongoing Monitoring Call center metrics Call resolution Call abandonment Service level agreement Average handle time Active calls vs waiting calls Customer satisfaction Agent schedule adherence

Call Center Metrics Customer Satisfaction

Call Resolution Call Abandonment

Active and Waiting calls Average Handle Time

Agent Schedule Adherence Service Level Agreement

Conclusion Needed organizational change 7-step program Ensure customer satisfaction is number one priority Revised Customer Care and Performance Appraisal & Development Training Developed strategies to overcome resistance, to create commitment, to offer incentives and to promote teamwork. Comcast developed a shared diagnosis and collection methods to monitor their customer care representatives to better improve customer care.

References Businessadvance.com,. (2015). Eight Steps to Overcoming Organizational Resistance | change leadership — Business Advancement. Retrieved 2 August 2015, from eight-steps-to-overcoming-resistance/ Call center KPI Examples. (2015). Retrieved from Canterucci, J. (2008). Are You a Change Leader? - Jim Canterucci. Jim Canterucci. Retrieved 19 July 2015, from Desmarais, M. (2015). First Call Resolution (FCR)-The Metric that Matters Most. Retrieved from. Economy, P. (2015). 7 Traits of Highly Effective Leaders Retrieved from

References Folkman, J. (2010).Top 9 Leadership Behaviors That Drive Employee Commitment. Retrieved from Ingols, C., Deszca, G., & Cawsey, T. (2010). Organizational Change (2nd ed.). Thousand Oaks, California: Sage. Jacoby, J., & Jacoby, J. (2011). Strategies for Managing Resistance to Change. Emergent Journal. Retrieved 25 July 2015, from change/ Leadership-Central.com. (2015). Behavioral Theories of Leadership. Retrieved 20 July 2015, from Learning Network on Capacity Development. Retrieved from

References Spector, B. (2013). Implementing Organizational Change: Theory into Practice (3rd ed.). Retrieved from The University of Phoenix eBook Collection database University Alliance. (2015). What Makes an Effective Leader. Retrieved from - management/what-makes-an-effective- leader/#.VauFMPmq Van Dyke, M. (2015). Incentives, Motivation and Workplace Performance: Research and Best Practices. Retrieved from performance-research-and-best- practices/147/ Whitney, K. (2010). Shifting Gears. Retrieved from