Managing Change in Organisation Case Study Example | Topics and Well Written Essays - 4000 words

Managing Change in Organisation - Case Study ExampleOn this ground no organisational counter variety shows can be made because this will inflict the taxation procedures for the countries.In battle array to pimp the smooth work operation other changes were made in the company. It was decided by the senior direction that sub divisions should be introduces in order to the guests to receive the upmost of the service. The company has structured into different teams who debate the different processes. There is a Customer Conversion Team for each of the taxation countries. This team handles the entree c every(prenominal)s from not registered guests and tries to convert them to use our services. The team also prepares all the necessary documentation in order for a tax claim to be officially sent to the tax authorities in the stipulation country. The Quotation Team gives a quote to the customer, after receiving his documents so as to what tax refund he is entitled to get back. Then i f the customer is satisfied the tax single file is applied to the countrys tax revenue Office. later the tax application is submitted, the file is passed to the Filing Section. This team handles the correspondence between the client and the Tax Authorities obtaining information about the progress of the tax application and updating the client. After the refund has been issued the file is passed to the Payment Team. ... Before the introduction of this organizational change each tax country was internally managing the whole process from converting the customer to refunding the taxes to his account. The main objectives that triggered this change wereLower rate of converted customersUnsatisfactory customer service care, due to overload of files to one and the same representativeInability to administer newly registered customers, because of aging casesDesire to seek highly conversion ratesManaging successful business means most of all identifying the defects in the organization and a ttempting to control and over them the issues. Establishing a long-lasting business strategy is also of autochthonic importance and the goal of Taxback.com was to accumulate more customers, who will be serviced in an excellent manner. Carr (1995) remarks that to understand the organizational change both the employees and the management need to carefully guide the process of the change and to define this change within the context of the overall good of the company. This means that leaders and senior management have to realize their decision of a change with initial discussions and smooth transition to the new operational structures. Organizational change should not be implemented for the sake of any change. Primarily, the efforts have to be directed into improving the accomplishment in the customer service care industry and increasing the resources in alluring more customers into utilize the service (Conner, 1993). In analyzing the organizational change that took place in Taxback .com I found several advantagesThe customer service representatives were focused on one task only - to convert the customer, to provide a correct quotation, to contact the tax authorities and to obtain the payment