Implementing Change Report

           Implementing Change Report

Kimberly Acosta, Elaine Gabagat-Ambrosio, Denise Robertson,

Jessica Tejada-Solorzano, Jaclyn Winter

HRM/310

February 8, 2016

LJ Elliott

           Implementing Change Report

Introduction

     Kudler’s Fine Food sales have dropped significantly and it is evident that changes need to take place in the sales division.  This report will assist Kudlers on applying the modifications to their sales division.  Kudlers must first mange and evaluate the change procedures, study the measurement and observation devices, and which methods to use.  Kudler then must monitor the modification process for control over the modification process for control over the modifications procedures for expected possibilities for changes within the organization.  They must recognize the barriers with procedures and with employees that may resist the change.  Management must then explain the advantages of the methods used in the organization’s practices of improving the modification.  Finally, a discussion on how the methods used in the modification can affect the organization’s practices.  

Monitoring the Change Process

     Kudler’s customers do not have confidence in the knowledge of their sales staff.  After reviewing surveys and lack of sales Kudler has decided to change the criteria of their sales staff.  Kudler’s sales staff will be undergoing certification classes.  These classes will help sales staff educate the customer on purchases, and improve the customer’s experience and confidence level of our sales staff. Management will then measure these changes to help monitor progress, monitor implementation, identify if goals have been achieved, and understand how they reached their change goals.  Kudler will learn the process for research and practice, and to identify and prioritize possibly their next step.  

Devices used in Measuring Change

     Kudler will again use the customer survey to see if customer feel confident in their sales staff.  A survey is least expensive, easy to analyze and compare, and is the quickest way to measure change.  However; wording can bias a response, may not capture the full story, and may need a sample expert.  Kudler will also use impact data that will measure change in outcome and help assess effectiveness of change.  Finally, observation will be obtained through secret shoppers to evaluate the knowledge of sales representatives.  

Survey and Impact Data Success

     Kaiser Permanente was established as a medical facility in 1953.  Kaiser (2016) “It was one of the largest in Northern California with 300,000 members.” Kaiser is one of the first medical based companies to use the survey and today still use it as a measuring tool for customer and employee satisfaction.  Their survey measures customer administration satisfaction, pharmacy, and most important the satisfaction of medical attention by a medical doctors.  The survey enables them to make quick changes to areas that need attention.  The survey is also used to reward and commemorate staff for doing a great job.   Kaiser also uses impact data to have an edge over healthcare market.  They use data pertaining medical technology, surgical procedures, and most important patient care.