Senior management in your organisation has identified, as part of the continuous improvement process, a number of improvement activities to be implemented by your team/ division/ section. The improvements will mean some fairly large changes to your work routines and practices. As frontline manager, you are responsible for ensuring that these changes are made and the new targets are met.
Unfortunately, one of your team members is very much opposed to the changes. This employee is in a position to influence the other employees. As a result, there is a fair amount of confusion and resistance from the whole team/ division/ section.
How will you go about communicating, introducing and managing the improvements so that the employees with whom you work will support them? What tactics would you use to gain the support of the dissenting employee and how will this affect the change processes?
How will you use the organisation's systems and technology to monitor and review any changes or improvements that are made?
How will you know if the service to your customers has been improved?
When formulating your answer, consider the following and use the template to develop your Continuous improvement plan:
- the reasons why people resist change
- encouraging people to see the need for change
- the concept of ownership
- involvement and participation
- clear goals and targets
- the need for open, honest communication
- selling the benefits of change
- the development of new skills for employees and the provision of mentoring and coaching
- monitoring processes and systems
- monitoring tools
- evaluation strategies
- communicating results
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