HRMN 495-Mini Case Study 4

2 pages

Introduction to Organization

During this course, you will be analyzing case studies for a fictional organization, ParlaTech. As we move through the course, you will learn more about the organization, its employees, and the issues that arise related to HR.

ParlaTech  is a technology company that specializes in machine to machine (M2M) communication. They offer solutions that allow a remote set of machines to send data back to a central hub, where the data can be measured and analyzed. ParlaTech's headquarters are in Maryland, but they have clients all over the world. Most of their engineers and R&D employees work in the US, but they also have a call center in Bangalore, India. 

Mini Case Study 4 Instructions

You have been called to a meeting with the CEO, Jacob Zielinski, and the COO, Sofia Morales.

For this assignment, 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 KPIs and explain how you can track and measure them

You may need to research how to collect metrics around KPIs in order to make informed suggestions.

Transcript from the Memo Instruction-video:

Transcript

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.

====================================================================

· CAREFULLY FOLLOW THESE RUBRICS-CRITERIA TO MAX THIS CASE STUDY

Criteria	Exceeds Standard 37.5 points
Propose a change management plan.	The steps of the proposed change management plan MUST be all clearly explained and supported by a change model.
Identify at least three key performance indicators.	At least three KPIs MUST be identified that are clearly related to the change initiative.
Identify metrics that measure the KPIs.	Each KPI MUST have a related metric that is observable and quantifiable.
Communicates information clearly and professionally with appropriate supporting evidence, formatting, and grammar.	The information MUST be clearly and professionally presented, without errors in grammar or mechanics. Citations MUST be used appropriately, and the formatting MUST be correct for APA style.