Process_Improvement_Responses

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LA 6-2: Change upsets the status quo. Suppose employees or customers of Driving Force resist the changes your Team has made. Explain how you might effectively deal with that - by individual manager or employee role.

Please provide a short response to the following discussions responses:

Response 1:

Employees and customers resisting change to a process improvement initiative is a barrier or obstacle in successful implementation of the streamlined process. Some key areas to focus on in removing those obstacles would be:

· Re-emphasis of urgency - explain why the change needs to happen and the importance - give real examples. In the case of Driving Force, schedulers need to allow for ample time to deliver/pick up goods. A good example here might be to explain or show customers the affect of not having ample time on their business. This really drives home the benefit to the customers. The same works for employees of the company. One-on-one conversations are helpful here. Really listen to the employee, take careful consideration of their concerns and help them understand why the change is needed (Mind Tools, n.d.).

· Remove barriers- if employees are not convinced through emphasis of urgency that the change is needed they may need to be removed. This doesn't necessarily mean employees need to be fired, but rather the company should look at other employment opportunities, or train up employees that may be interested in the job. The bottom line here is that the right people in the process should be identified and trained.

Response 2:

Change usually upsets the status quo. If workers or customer of Driving Force resist changes the team has made, there will need to find out the underlying causes of resistance and address them. For example, for customers that would expect the drivers to help in loading and unloading, the company can make a general rule that a premium is paid. Resistance can be subdued by explaining to customers that the company can only serve better if given an opportunity to save time and money. On the other hand, if workers like drivers become disinterested to help clients in unloading goods from the truck, they can always be reminded that it is in the best interests of the company and customers to maintain a good rapport. Drivers can also be compensated a little more for doing so.