i need paraphrase papers

Organization change

Introduction

Customer satisfaction is and should be the pillar of any unit or department and by extension any organization. There is no way the organization can be successful if customer service level is low. As such, any time the satisfaction level of customers drops, something has to be done to ensure there are high customer satisfaction levels.

However, before any changes are introduced, a proper analysis of what is causing the customer service level to be low must be done. One of way of doing this analysis is through the Four Frame model.

Four frame analysis of what is happening in the organization

In relation to the four Frame model, the issues that are going on in the organization and its followers may be described as follows:

Human resource frame

There seem to be rift between the old guard receptionists and the current team of receptionists. This points out to lack of family hood and may affect service delivery. It is also clear that the kind of training that the organization has been providing to its staff is not adequate or clearly appropriate as evidenced by the attribution of the old guard staff to be the part of the reason of the poor satisfaction.

Politics frame

The allegations by the old guard for an additional receptionist to be employed is a pointer for some form of conflict and the fact that resources were not being properly allocated as evidenced by claims of understaffing in the reception area.

Structural frame

The old guard seems to be playing the ‘victims’ in the issue of satisfaction level being poor. This is an indication that they are not fully committed to the organization roles, policies and procedures.

Symbol frame

The mere fact that old guard staff is complaining on aspects such as training and that the new hire is devastated and confused and even considering resigning is a pointer to the fact that there is no proper leadership and inspiration from those in charge.

Katter -steps

Following the poor satisfaction levels and subsequent analysis of the situation using the four frame model, the following can be done to address the situation and ensure high satisfaction levels are achieved:

(i) Establishment of sense of urgency

There is need for all the reception staff both old and current to accept that the satisfaction level is poor and the need to change quickly so that customers can be satisfied once more. This can be achieved by educating and informing employees of what is happening and the fact that customers will be lost if things remain the way they are.

(ii) Formation of a team or coalition

There is need to build a strong between bond amongst all the employees both old and new. This is the only way that the organization can move in the same direction and even any change can be accepted by the entire organization.

This can be achieved by educating employees on the need for team work, clearly explaining what is expected of each of employee and creating an environment that fosters team work.

(iii) Development of a vision and strategy

There is need to have clear mental picture of what the employees and the organization should do to ensure high satisfaction levels are achieved. There should also be clear plan or strategy on how the high satisfaction level will be achieved.

(iv) Communication of vision

No matter how nice and workable a vision is, people in the organization have to be made aware of it .The vision that the leadership of the organization has concerning satisfaction levels must be communicated to all the members of the organization so that they can ‘own’ it.

This can be achieved through meetings,memos,vision and mission statements and all the other forms that the organization uses to pass information to its memebers.