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Organizational Change

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Organizational Change
What is to be fixed?
The organization deals with direct customers; hence workplace involves
employees and customers interacting in service provision. The company has
realized that employee and customer retention has been declining over the years.
Competition has also increased despite the company controlling the highest
percentage of market share and having a higher brand awareness. The main
problem is customer delay and employees' burnout. Customer delay is attributed
to a low number of employees present in the workplace to assist customers in
purchasing. Customers are forced to wait in long queues to be served while others
find it hard to navigate the store and find the product they need. On the other
hand, employees' high burnout is associated with working hours, compulsory
overtime, and employees' task. Employees stated that they work more hours, and
during peak periods, they are forced to take compulsory overtime. The company's
marketing and pricing strategies are on offering products at a relatively low price.
Therefore, the implementation of a policy that changes the mission statement will
be expensive for the company. Thus, the problem can be fixed by implementing
policies that help increase the consumers and sales representative ratio. The
company should use predictive analytics to set a specific ratio that the
management should maintain. The policy enacted should also prohibit mandatory
overtime since it's the leading cause of employee burnout. The policy will help in
improving customer satisfaction and customer employee retention. This will
ensure the company regains sustainability and increase revenue generated.

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Critical questions
The first question to be answered by organizational change is the need for
policies to mitigate the organization's risks. There are various risks currently
present in the organization. The main question is whether the organizational
change will mitigate the current risk on sustainability. Another question answered
is on how the company can improve employee performance and customer
retention. The organization has been developing policies to improve performance.
However, the approaches had a low return on investment, and the outcome did not
meet the organization's expectations. Lastly is the impact of customer and
employee satisfaction on company sustainability. Both employees and customers
are important internal stakeholders of an organization. Ensuring higher
satisfaction is crucial for business performance. For example, high satisfaction of
employees will ensure better service provision.
Need for change
Organizational change is necessary for companies' growth and success. In
this case, change management will ensure alignment of goals since employees are
able to understand and commit to the task assigned to them. Organizational
change is important to the company's management since it ensures the
sustainability of the company and an increase in revenue generated. Management
act as agents while owners or stakeholders are the principle. Therefore, their aim
is profit maximization. A policy that helps them to achieve this goal will have a
high acceptance level. The organization needs the changes to ensure sustainability
and competitive advantage. The industry has no barriers to entry. This means that

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failure to offer quality services offers competitors an opportunity to exploit. Also,
hiring new employees is expensive than retaining existing employees. A study
conducted on employee retention shows that the cost of hiring a new employee or
replacing a salaried employee costs a company 6 to 9 mon...