senior management in your organisation has identified, as part of the continuous improvement process, a number of improvement activities to be implemented by your team/division /section. The improvements will mean some fairly large changes to your work routines and practices. As a frontline manager, you aer responsible fro ensuring that these changes are made and the new targets met.
Unfortunately one of your team members is very much opposed to the changes. This employee is in a position to influence other employees. As a result, there is a fair amount of confusion and resistance from the whole tea/ division/section.
How will you go about introducing and managing the improvement so that the employees with whom you work will support them? What tactics would you use to gain the support of the dessenting employee and how will this affect the change processes?
How will you use the organisation’s system and technology to monitor and review any changes or improvements that are made?
How will you know if the service to your customer has been improved?
