First, Watch this video on “Sprint Service in 2007” then participate in the discussion.
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When Bob Johnson (Chief Service and Information Technology Officer) came to Sprint in 2007, customer service was essentially broken and the company was ranked dead last among competitors. Sprint needed to change from the top down, and utilizing organizational change principles, it was able to improve its service delivery for its customers.
- Discuss some of the internal and external forces that drove Sprint to address customer service improvement.
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- Identify the change model used by Johnson to address the problem and explain how Dan Hessey’s role impacted change.
For full points on the weekly Discussion thread, post on the thread by Thursday, Week 3, before midnight. You should respond to/comment on at least two classmates’ postings by Sunday, Week 3, before midnight.
MGT 2120 Unit 3 Discussion: Organizational Change Answer
In the case of Sprint’s customer service, there are multiple factors that encouraged them to improve their customer service. The most significant internal force was the new CEO, Dan Hessey, implementing new goals, one of which was “ improve customer experience”. This gave the company formal motivation to make changes and provide resources when there were originally none. A significant external influence was the JP Power assessment ranking them last in customer service. Public attention is drawn to their weakness as a company easily influences opinion and will drive away any potential customer………..
Reference:
Griffin, R. W. (2019). Fundamentals of Management (9th ed.). Cengage Learning, Inc.
