This Week's Assignment: Watching A Scenario About 776314
This Weeks Assignment Consists Of Watching A Scenario About Sandwich
This week's Assignment consists of watching a scenario about Sandwich Blitz, Inc. and answering questions regarding the use of new technology as a means of improving communication between employees and customers. Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have been consistently reporting that they are overwhelmed by the volume of customers and management has noticed that the number of reported errors in customer orders has increased. Dalman and Lei have decided to adopt an e-customer order system that will allow customers to input their own orders. This would address the issue of employees being overwhelmed by the increased pace of the workplace.
Dalman and Lei will first communicate their decision to the managers who report to them in an e-mail communication. They are aware of how important it is to exhibit professionalism and business etiquette in constructing an e-mail message to the managers. It is important for Dalman and Lei to gain the support of the managers since they will have key roles in leading this change at the store level. Referring to Kotter’s Eight Steps to Leading Change from the text, as well as the other required reading from the text, describe what management must do to lead this change in technology to automated customer service by creating an e-mail message (type it in a Word document) from Dalman and Lei to Sandwich Blitz’s middle management, addressing how they intend to implement each of the steps in the change process.
Is email an effective channel to send this message? Why or why not? What are potential communication pitfalls in this scenario and how can they be avoided? Be sure to construct your message in a clear and professional manner. The goal of this communication is to inform the managers of what is required to lead this change and to gain their support in its implementation at the store level.
Paper For Above instruction
Introduction
Effective communication plays a crucial role in organizational change, especially when introducing new technologies. In the case of Sandwich Blitz, Inc., the decision to implement an electronic customer ordering system aims to address increased customer volume and operational errors. Communicating this change to middle management requires careful planning to ensure support and successful implementation. This paper examines the problem faced by Sandwich Blitz, evaluates the effectiveness of email as a communication channel, discusses potential pitfalls, and provides a comprehensive email message from Dalman and Lei to facilitate leadership in this technological transition, based on Kotter’s Eight Steps to Leading Change.
The Problem Facing Sandwich Blitz, Inc.
Sandwich Blitz, Inc. has experienced a significant increase in customer volume, which has resulted in employee overload, increased order errors, and operational inefficiencies. Employees report feeling overwhelmed due to the heightened pace and volume, leading to decreased accuracy and customer satisfaction. Management recognizes that to maintain quality and efficiency, a technological solution is necessary. The proposed solution is an e-customer order system that enables customers to place orders directly, reducing employee workload and minimizing errors.
Effectiveness of Email as a Communication Channel
Email is widely used in organizational communication due to its convenience, speed, and ability to reach multiple recipients simultaneously. In this context, email allows Dalman and Lei to formally articulate their vision, provide detailed instructions, and document the change process. However, email has limitations, such as the potential for misinterpretation, lack of immediate feedback, and potential neglect if recipients are inattentive or overwhelmed with messages. Despite these issues, email remains an effective initial communication tool when complemented with follow-up meetings or discussions to clarify and reinforce the message.
Potential Communication Pitfalls and How to Avoid Them
Several pitfalls can undermine effective communication during organizational change:
- Misinterpretation of the message: Ambiguous language or lack of clarity can lead to misunderstanding. To avoid this, the message should be clear, concise, and straightforward.
- Lack of engagement: Managers may ignore or dismiss the message if they feel disconnected. Personalizing communication, highlighting benefits, and inviting feedback can foster engagement.
- Resistance to change: Resistance may arise if managers perceive threats to their authority or job roles. Addressing concerns openly and involving managers in planning can reduce resistance.
- Overloading recipients with information: Excessive details may overwhelm managers. Prioritizing key points and providing additional resources as needed can help manage information flow.
To mitigate these pitfalls, Dalman and Lei should ensure the message is transparent, encourage two-way communication, and schedule follow-up discussions to address questions and concerns.
Proposed Email Message
Subject: Leadership Support Needed for Implementing New E-Customer Ordering System
Dear Managers,
As part of our ongoing efforts to enhance operational efficiency and customer satisfaction at Sandwich Blitz, Inc., we are excited to announce the upcoming implementation of an electronic customer ordering system. This innovative solution will allow customers to place orders directly through our digital platform, alleviating pressure on our staff and reducing order errors, especially during peak hours.
To successfully adopt this change, we must follow a structured change management approach, guided by Kotter’s Eight Steps to Leading Change. Your support and active participation are critical in this process. Below, I outline the eight steps and proposed actions for each:
1. Establish a Sense of Urgency: We recognize the increasing customer volume and related challenges; thus, embracing this new technology is essential to stay competitive and improve service quality.
2. Form a Powerful Coalition: We will assemble a cross-functional team of managers and key staff to champion the change and ensure smooth implementation.
3. Create a Vision for Change: Our goal is a seamless transition to digital ordering that benefits both customers and staff by streamlining operations.
4. Communicate the Vision: Effective communication, such as this email and subsequent meetings, will convey the benefits and steps involved to all team members.
5. Empower Broad-Based Action: Managers will be empowered to address challenges, provide feedback, and motivate staff throughout the process.
6. Generate Short-Term Wins: We will identify pilot stores to showcase early success stories, encouraging continued support.
7. Consolidate Gains and Produce More Change: Feedback from initial phases will guide further improvements and broader rollout.
8. Anchor New Approaches in the Culture: We aim to integrate this change into our standard operating procedures, emphasizing continuous improvement.
We encourage open dialogue about this transition. Your feedback and leadership are vital to overcoming challenges and ensuring a successful deployment. Please anticipate upcoming meetings to discuss this further, and do not hesitate to reach out with questions or suggestions.
Thank you for your commitment to improving Sandwich Blitz’s operations.
Best regards,
Dalman and Lei
Conclusion
Effective leadership and communication are vital in guiding organizational change. Using email as the initial communication channel offers speed and documentation, but should be supplemented with interactive discourse to prevent misunderstandings and resistance. Applying Kotter’s Eight Steps provides a strategic framework to manage this transition effectively, ensuring buy-in from managers and successful integration of the new technology.
References
- Kotter, J. P. (1996). Leading Change. Harvard Business Review Press.
- Cameron, E., & Green, M. (2019). Making Sense of Change Management: A Complete Guide to the Models, Tools and Techniques of Organizational Change. Kogan Page.
- Hiatt, J. M. (2006). ADKAR: A Model for Change in Business, Government, and Our Community. Prosci.
- Burnes, B. (2017). Managing Change. Pearson Education.
- Appelbaum, S. H., Habashy, S., Malo, J.-L., & Shafiq, H. (2012). Back to the future: Reframing change management through the capacity for reflective practice. Journal of Change Management, 12(4), 405-418.
- Carnall, C. A. (2018). Managing Change in Organizations. Pearson Education.
- Lewin, K. (1951). Field Theory in Social Science. Harper & Brothers.
- Hiatt, J. (2006). ADKAR: A Model for Change in Business, Government, and Our Community. Prosci.
- Ford, J. D., Ford, L. W., & D'Amelio, A. (2008). Resistance to Change: The Rest of the Story. Academy of Management Review, 33(2), 362-377.
- Roberts, G. E. (2014). Leading Change: Why Transformation Efforts Fail and How to Make Them Succeed. McGraw-Hill Education.