There have been complaints from our customer concerning the quality of our products and services due to failure to meet customer requirements. Although such customer complaints are not new, management has for some time now overlooked this is issue a situation that has resulted into reduced customer loyalty hence reduced company revenues. To address this current of affair, our organization requires a specialized management innovation program called 6-Sigma. Effecting this change will ensure production of reliable and consistent products and services by minimizing process variation. The main motivation for considering 6-Sigma in our organization is to help in discovery and elimination of all causes of defects and errors in our manufacturing line thus meeting customer expectations (Guy et al, 2005). This change style fits the type of intervention required in our organization as well as the culture of our organization. In order to be a change agent for this intervention, I would need the following top three competencies namely: leadership, employee involvement and customer focused improvements.
This change requires strategic management that can be realized through effective leadership in terms of organizational vision. Leadership will also help in creating and maintaining conducive environment for sharing information, efficient communication with relevant stakeholders in the organization, trust and integrity thus reacting to customer feedbacks as well as empowering employees. Like Nehemiah’s case, through leadership he was able to communicate to the people by challenging them to rebuild the wall of Jerusalem. In the same manner, as a change agent, I will communicate and challenge all stakeholders about the change required in our organization and its benefits. Secondly, I would develop the competency of employee involvement in order to create the spirit of cooperation amongst employees thus tapping creative contributions of each employee.
Finally, the intended change will be customer-focused in nature in order to address their complaints. This will be realized by properly understanding customers and their expectations and requirements. This will provide the basis for providing products and services that will surpass customer satisfaction (Herscovitch and Meyer, 2002). These competencies are seen in Nehemiah’s case in the devotional inspiration. After accessing the situation, he noticed that something was not right although other people have been seeing this. Besides communicating to the people, he involved them in the actual work (rebuilding the walls). Through these competencies, Nehemiah and the people were able to rebuild the walls of Jerusalem. Similarly, using these three competencies will enable me to champion the required change in our organization to attain the expected results of meeting and exceeding customer satisfaction.
References
Guy, G. R., Beaman, K. V., Weinstein, C., and Conference Board. (2005). “Effecting change in business enterprises: Current trends in change management.” New York, NY: conference Board.
Herscovitch, L and Meyer, J. (2002). “Commitment to Organizational Change: Extension of a Three-Component Model.” The Journal of Applied Psychology, Vol. 87 Issue 3, pp. 474-87.
