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Week 5 Discussion part 2

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Read the post and respond to each of the students post in 75word count each

This week focuses on the creation of an implementation plan and associated change management. Think of an example where change was attempted but failed. Using the concepts presented in this week’s readings, discuss what contributed to the failure and what might have been done to prevent it.

By Jenika

Working for the Postal Service, I have witnessed many attempts for change fail throughout the years. In 2011, the USPS revealed its plan to close 3,700 post offices to save $200 million a year (DeHaven, 2011). The very next year the agency changed its plans and decided to reduce the operating hours of post offices instead of closing them (Rein, 2012). Now in 2019, post offices in communities around the country are being shut down. The unfortunate theme in the post office is that the right hand never knows what the left hand is up to. There is a huge lack of communication, lack of planning, and lack of leadership that exists in the organizational structure of the USPS. If a firm is not on the same page, there is a high probability that it will fail on many change any process. The cooperative structure fits the post office as it uses centralization, standardization, and formalization to simplify interdivisional cooperation (Hitt, Ireland, & Hoskisson, 2015).

By Debra
I worked in the hospitality industry for several years. One of the crucial points of success for the reservationist is providing exceptional customer service. The company had several call centers located throughout the United States and they decided to change the reservation management program. Many of the employees were older and could not handle the change. The company spent millions of dollars to implement and train employees on the new system. The change was to speed up how long a customer was on the phone. Due to the many issues with the program many customers were disappointed in the time it was taking to make a reservation. They began using online or the automated system to but their future stays. This cause a drop in calls coming in to the centers which led to two centers closing within one year. The cost of doing business was looked at and they decided to open a call center overseas. Over 500 employees lost their jobs and sales plummeted for almost two years before rebounding. The failure came from upper management not understanding how the new program would work once it went live. The backlash from employees cause low morale and a high turnover rate.