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Essay / Research Paper Abstract
This 3-page paper discusses the process of organizational change in the customer service department of a financial institution. Bibliography lists 2 sources.
Page Count:
3 pages (~225 words per page)
File: AS43_MTfinorgch.doc
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Unformatted sample text from the term paper:
the change, no questions asked. However, any organization that has attempted to go through any kind of change understands its not as simple as all that.
In this paper, the writer has been asked to prepare a change analysis for the customer service department of a financial institution. As we dont really
have a specific reason or requirement for the change, well introduce one to explain how something like this might come about. Most
customer service departments change because they arent meeting the needs of customers. In other words, the customer service staff isnt providing solutions to customers to help resolve their problems. Lets
assume, therefore, that the problem our financial organizations customer service department is facing is the lack of authority to make specific decisions about service charges and other costs. Customer service
representatives, until now, have been required to address any account charge questions to management. The problem is, however, that this takes time, and it frustrates the customers, especially if management
is busy dealing with other issues. The organization, therefore, has mandated that customer service representatives can reverse any account charges for specific reasons.
Sound simple? Yes and no. The organization itself is headed toward a more customer-friendly orientation (this is its strategy), so the idea that front-line customer service representatives can make on-the-spot
decisions is a compelling one. But this is also a huge change, meaning change protocol is necessary. John Kotter (1995), in his
article about leading organizational change, points to the eight steps required for organizational transformation. These include establishing a sense of urgency, forming a powerful guiding coalition, creating a vision, communicating
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