[SOLVED] Case Study Transcript with Jacob Zielinski

Case Study, Part 4 Instructions Case Study Transcript with Jacob Zielinski
You have been called to a meeting with the CEO, Jacob Zielinski, and the COO, Sofia
Morales.
Case Study Transcript with Jacob Zielinski and Sofia Morales
CEO: Good morning! We are here today to talk about the change initiative that we are
planning for our Bangalore call center. Based on recommendations from last month, we are
going to change the work hours in our call center to 40 hours a week. However, this is going
to involve a shift in the working hours for most of our employees, since we still need to
maintain 24/7 service. So, we are hiring new employees who will be shadowing our current
customer service employees. The current employees will be training the new employees on
the job.
COO: Yes, I’ve heard from the managers that some of the employees are concerned about this.
They’re saying that their work hours went down but their workload went up because they need
to train the new employees! They are afraid that the new employees will just be a burden on
them.
CEO: It’s very frustrating because we are trying to improve the working conditions while
maintaining quality customer service. We’d like to hear what your role can be in this change
and how you can help us overcome employee resistance.
COO: You know I am big on data, so I’ve collected some data on change readiness among the
employees. I would like you to analyze this data and write up a summary of what you find.
Also, I am concerned about performance, so I would like to see some key performance
indicators tracked and measured after we increase the number of employees.
CEO: Overall, this is a three-part task: We need a plan for what HR can do to help prepare for
this change, a summary of what we know about change readiness among the employees, and
at least three KPIs you suggest tracking and measuring. Since today is Monday, I am hoping
you could have something for us by the end of the week.
Case Study, Part 4 Requirements
For this portion, review the survey results on change readiness and then do the following:
• analyze the survey results and write a summary of your findings
• recommend a plan for change based on a change model
• suggest at least three (3) KPIs and explain how you can track and measure them
You may need to research how to collect metrics around KPIs to make informed suggestions.
Criteria Exceeds Standard
25 points
Meets Standard
20 points
Approaches Standard
17.5 points
Does Not Meet
Standard
15 points
Propose a change
management plan.
The steps of the
proposed change
management plan are all
clearly explained and
supported by a change
model.
The steps of the
proposed change
management plan are
clearly explained but the
connection to the
change model is not
clearly explained.
The change
management plan
glosses over or omits
multiple steps of the
change or references a
change model that does
not fit with the plan.
The change
management plan is not
based on a change
model and/or does not
meaningfully explain
any steps of the change.
Identify at least three
key performance
indicators.
At least three KPIs are
identified that are
clearly related to the
change initiative.
At least two KPIs are
identified that are
clearly related to the
change initiative.
At least one KPI is
identified that is clearly
related to the change
initiative.
The KPIs are either
omitted or not related to
the change initiative.
Identify metrics that
measure the KPIs.
Each KPI has a related
metric that is observable
and quantifiable.
At least two KPIs have
related metrics that are
observable and
quantifiable.
At least one KPI has a
related metric that is
observable and
quantifiable.
None of the KPIs have
related metrics that are
observable and
quantifiable.
Communicates
information clearly and
professionally with
appropriate supporting
evidence, formatting,
and grammar.
The information is
clearly and
professionally
presented, without
errors in grammar or
mechanics. Citations are
used appropriately, and
the formatting is correct
for APA style.
The information is
clearly and
professionally
presented, with minor
errors in grammar or
mechanics. Citations are
used appropriately but
may have some small
errors in style.
Most of the information
is clearly and
professionally
presented, with some
errors in grammar,
mechanics, and/or
citations.
The information is not
clearly and professional
presented, with
substantial errors in
grammar, mechanics,
and/or citations

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