Extract
[...] Considering this diagnosis, the failure of change observed at the end of 2023 is not surprising. In fact, given the difficulties encountered, the problem is really deep, and it requires a real change in behavior, organization and especially a sincere and regular communication. In all areas of the company, we observe glaring shortcomings: [...]
[...] Diagnostic of the situation of the change undertaken in 2023 a. Challenges, Responsibilities and State of Affairs The difficulties: financial difficulties, lack of employee buy-in, customer dissatisfaction, lack of leadership, organizational problems. Also, we note a serious lack of training at all levels of the company. Lack of customer follow-up - The responsibilities: lack of leadership and vision from top management, sense of non-belonging from the staff - State of Affairs: considering the difficulties, recruitment of an internal consultant. b. [...]
[...] Change Management File Change Management 1. The main types of change in place at ALARME SERVICE a. Change in 2023 : - Quality approach ISO 9000 aiming to improve efficiency and meet the quality of services. (The ISO 9000 standard is a quality standard dedicated to quality and focused on the implementation of quality management systems in order to help structures have products and services that meet customer requirements and applicable standards. - Nomination of a Quality Responsible. - Advantages of ISO 9000 in the incremental approach : - Continuous and progressive improvement of the quality of products and services through a clear and documented description of quality management processes ; - Customer satisfaction over time ; - Risk and disruption reductions: enables gradual adaptation to the ISO 9000 standard - Credibility towards partners (clients, suppliers, banks, State, Personnel) - Better acceptance by employees which promotes adherence and reduces the risk of resistance," - Continuous improvement of processes: adaptation to evolutions by updating by bringing progressive modifications to their quality management systems; - Better optimization of resources as the structures prioritize areas requiring more improvement by maximizing return on investment. [...]
[...] Disorganization and demotivation, task overload, loss of productivity. - Possible solutions: Clear definition of more suitable candidates for greater efficiency, implementing a quality management, promoting autonomy of sales representatives, offering an attractive remuneration and implementing a reward system to value skills. Calculs of hidden costs or opportunity costs The different hidden costs: delays in after-sales service, absenteeism, high staff turnover, non-compliance with deadlines, poor product quality, errors in customer base addressing and accounting errors in determining unpaid client balances training of other costs to correct the problems generated. [...]
[...] This change had no effect because the staff (management committee and staff) did not adhere (resistance to change). In addition, the change is more progressive in order to obtain the adherence of all staff. The absence of communication played a very large role in the failure of the change. c. Change planned by Alarme Service management from 2024: organizational change this constitutes the backbone of the difficulties. d. Advantages and disadvantages of organizational change. [...]
