Introduction
As evident in numerous occasions, organizations experience different types of changes that include organization-wide versus subsystem change, transformational versus incremental change, remedial versus developmental change and planned versus unplanned change.
This piece seeks to address describe the current situation in organization, explain the rationale for change, design a reward plan that includes milestones and create a safe environment for change.
The paper focuses on implementation of a new process to deliver services affiliated with SunClean, which will serve as the case study. The company focuses on cleaning services for households and corporate bodies.
Current situation
The contemporary operations of the company indicate that there is a request for customers to fill forms in a manual way before a customer care representative attends to them.
After this, they have to wait for three working days for them to access the services requested. Consequently, poor public relations become manifest and company profits reduce.
A survey conducted on customer satisfaction depicts that the majority of clients complain about length of time it takes to get services from the company. Furthermore, laxity amongst employees to serve customers is equally evident.
It becomes difficult for them to attend to clients because the company does not have suitable employee reward scheme. There is feedback from customers suggesting that customer care representatives ought to change their attitude.
There is also lack of appropriate measures by Company Y management to impress clients and ensure their loyalty through various customer loyalty programs. Additionally, there are no discounts for customers who are still loyal after experiencing poor services.
Rationale for Change
Change process starts with the identification of changes that ought to be made by the company, determination of major issues that need to be considered, obstacles that can arise in change implementation and accessing key stakeholders who will experience the change (Jellison, 2006).
Conversion of service forms from manual to electronic forms in order to save clients’ time. Additionally, customers will be contented as evident in the time taken to deliver services to customers and improving the quality of services offered by the company.
Indeed, filling forms online; thus, ensuring minimal interaction between customers and representatives who could still be rude after implementation change in the company is vital.
The forms shall be brief as compared to the previous manual ones. These will not require customers to fill unnecessary details that waste time.
Instead of clients waiting for three working days for the delivery of cleaning services to their homes and offices, delivery time will be short.
Clients who place cleaning orders over the weekend will have their places cleaned concurrently unlike previous times since they had to wait for the working days. There will be an improvement of quality of cleaning services and discounts offered to all premium customers.
For example, there shall be replacement and upgrading of current washing equipment to competent machinery. In addition, premium customers shall have discounts every third time they place cleaning orders at the company.
Reward and Recognition Plan
According to Spitzer & Nelson (2003), “a Recognition Plan is a formal documented plan that provides for recognition for such reasons as outstanding achievements, accomplishments, teamwork, or length of service”.
Top performers in organizations’ departments need identification and motivation in order to encourage them. Examples of rewards employees will get as part of R&R Program are monetary and non-monetary which will consist of; certificates, holiday trips, shopping vouchers, salary bonuses and publicizing employee success.
Categories for rewarding will be Best Employee of the Quarter, Perfect Attendance Reward, Best Technical Leadership and Best Management.
There will be an analysis of attendance of employee, quality of input provided by employees, production activities and level of employee willingness to help other employees in task execution.
In addition, the presentation of rewards will be as soon as respective quarters reach completion and there will be many opportunities for reinforcements.
According to Spitzer & Nelson (2003), there ought to be a link between behaviors that should have recognition and goals that organization works to achieve.
Actions and behaviors that require future repetitions need affirmation using appropriate means of reward and acknowledgment. This will ensure that employees strive hard to make organization register high profit margins.
Employee recognition should be instantaneous and powerful for both organization and employees. After the reward and recognition plan is over, there ought to be a significant change in employee attitude towards work related issues. Company must also develop in operation and increase sales because of reward and recognition plan.
Employees of the company shall be legible for the reward and recognition plan. Management shall supply employees with specifications of what will pass the reward plan.
For example, persons who display exemplary customer service consistently shall be rewarded and recognized. Selection of deserving employees for the program will lie with selected board, not individual managers in order to avoid favoritism.
Employees who fail to understand the essence of reward and recognition plan shall undergo further training on the importance of a plan in their careers.
This will enable them understand better and participate in reward and recognition plan. As this occurs, employees will participate and resistance of recognition plan shall not occur.
Safe Environment Creation Plan
The plan for creating a protected environment will entail briefing employees on wellbeing policy during induction and later offer training on safety procedures such as evacuation during emergencies.
There shall be prevention of injuries and diseases that could arise at the work place by the management of the company. The entity shall hire trained health workers to address health emergencies that could arise during working hours.
Cleaning equipment like washing machines and “heavy-duty dryers” shall be safe for employees to operate without injuries. In addition, there shall be provision of information, instruction and further training on how to use the cleaning equipment (Bohlander & Snell 2012).
Management shall monitor the work place at habitual intervals and keep records of state of workstation whilst making necessary changes.
In addition, employees with disabilities shall receive special treatments. For instance, there shall be exemption from dealing with equipment that might prevent challenges to disabled employees.
There shall be constant consultations between employees and management of company concerning improvements in the health department. The administration shall provide individual shielding apparatus such as masks and gloves to all employees.
Conclusion
Recognition or Reward Plans encourage the bonding of employees in organizations since it propagates unity, which is required in achieving organizational goals and joy in sharing success.
In addition, there is connection between one’s pay and performance level enabling employees to focus on detailed achievements. Companies ought to develop suitable policies that recognize hard working employees and motivate them in good time. Finally, working environments should be comfortable, safe and first aid kits ought to be readily available.
References
Bohlander, W. & Snell, A. (2012). Managing Human Resources: Arizona: Cengage Learning Publisher.
Jellison, J. (2006). Managing the dynamics of change: the fastest path to creating an engaged and productive workforce. Illinois, IL: McGraw Hill Publisher.
Spitzer, R., & Nelson, B. (2003). The 1001 rewards & recognition field book: the complete Guide. New York, NY: Workman Publishing Company.