Organizational Changes & Technology-Free-Samples-Myassignment

Question: Discuss about the Technological Advancement in Customer Services. Answer: Change in the technological factors is an environmental change, which affects the areas of customer services. The organisations today use technology to provide services to their customers round the clock. The customers today can obtain information about products from the official websites and the customer care department. Advancements in technology have it possible for the companies to make their products available to customers all round the world on the e-commerce portals, which provides the customers with information about the products like their features, attributes, benefits and prices. Thus, services providing companies like telecommunication services and the banks use advanced fund transfer technology to allow customers to make online payments and purchase service products like data packs and investment products respectively. The customers today are able to perform transactions like transferring funds and making online purchases without having to go to the retail outlets physic ally. These advancements in technology has made it important for the companies to advancement their customer service techniques. The staff members in these companies are also required to be technologically sound. For example, the customer care of the multinational retail chains is required to have the knowledge of receiving online orders and process them (Galliers and Leidner 2014.). Customer services are not limited to companies offering products online and clearing customer doubt over the telephone. The companies today emphasis on maintaining consistent communication with their customers and keep them informed about their business strategies as forms of customer services. The companies today exchange information with their customers over social networking sites like Facebook and Twitter. This discussion shows that advancement of technology has brought about tremendous change in the method of providing services to customers. The companies today emphasis on using modern technology to cater to their customers all the time and maintain continuous communication with them (Schwalbe 2015). A change plan to bring about technological advancement in customer services: Internal and external drivers of change: The internal drivers of organisational change to introduce technology backed customer services would be the management and the employees. The external drivers of change would be technology firms, which would provide consultancy services to the company about the steps of bringing about the changes. Key metrics: The key metrics should be the improvement in customer services which the company wants to achieve in implementation of technology. The key metrics should also contain the revenue, which the company wants to earn by increase in customer services. Action plan: The action plan should the steps in which the company wants to bring about the organisational change. It can also contain the training schedules to make employees technologically sound. Resource allocation: The resource allocation can consist of allocation of resources to bring about the change. The resources should include both financial and human resources. Time frames: The time frames consists of the time period within which different components of the action plan have to be achieved. Roles and responsibilities: Roles and responsibilities consist of people who would lead the change. Barriers to change: The employees and customers opposing technological advancements would prove to barriers to the changes. Risk and barrier management: The company can measure the risks and barriers and take steps to deal with them. Stakeholder communication: The company representatives like the apex management should communicate the plans, strategies and outcome of the changes with the stakeholders like government and customers. Strategies to embed the change: The management must form strategies to embed or implement the changes. They changes must be implemented at all levels. Monitor the implementation of the above plan: The management and the middle level managers must monitor the changes and review it to ensure its relevance. They must also inform the stakeholders about the changes and their impacts References: Galliers, R.D. and Leidner, D.E. eds., 2014. Strategic information management: challenges and strategies in managing information systems. Routledge. Grant, A.M., 2014. The efficacy of executive coaching in times of organisational change. Journal of Change Management, 14(2), pp.258-280. Hornstein, H.A., 2015. The integration of project management and organizational change management is now a necessity. International Journal of Project Management, 33(2), pp.291-298. Schwalbe, K., 2015. Information technology project management. Cengage Learning