Change management in customer service

• Main Author: Panes, Nicolas J., Jr.
• Format: text
• Language: English
• Published: Animo Repository 1998
• Subjects: Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/2226
• Institution: De La Salle University

Business organization today in any industry are facing accelerating changes in various areas which include globalization of markets, more sophisticated and high technology, and better educated and more demanding customers. Because of these increasing changes, the competition between market players becomes tougher than it has ever been. More than ever, a lot of successful companies have found out that the key is building and sustaining long-range competitive advantage in the commitment to deliver superior customer value. Currently, more companies strive to become customer-focused. Successful businesses have come to realize the attainment of their competitive advantage through effective implementation of changes in managing customer service. Successful change management implementation is one of the major challenges that business leaders currently face. Everyone in the organization is deemed to have a part for successful organizational change to become a reality. Indeed, the continued growth of the organization depends on a successful change management. The analysis of the old and new paradigms about customer service, the burning platform issues, and the findings/conclusions of articles and studies made about customer service from the framework of the formulation of recommendations for the change management implementation plans for the customer service area of a business organization. From the analysis of the current issues about customer service area, three main change themes are discussed as considerations in implementing an effective change management plan. The implementation plan makes use of the 7S framework. The proponent believes that the 7S framework is critical for achieving necessary and desirable change for the business organization. Finally, the proponent attempts to apply the framework to a leading customer service-oriented global company to show how change management initiatives in the business customer service function area can be implemented.