From the course: Change Management: Roadmap to Planning
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Solution: Craft the case for change
From the course: Change Management: Roadmap to Planning
Solution: Craft the case for change
- In the last video, I asked you to try and complete a case for change template after reading the Telco Inc case study. Our first step in the process is to describe the current situation. Reading through the information, we discovered that Telco Inc wants to be the leading mobile network and number one broadband provider. To secure the number one broadband spot, they need their customers to be happy with the service they receive and for new customers to be signing up. It was noted, however, that new customer rates are dropping and existing customer queries are not properly addressed. Second step is to describe the reason for change. For Telco Inc to reach a number one status, we would need to improve customer service. We also need to implement new technology and further educate customer service reps. This is going to be our unique value proposition to market, as our competitors do not yet have the technology advances.…
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