This week's Assignment consists of watching a scenario about Sandwich Blitz, Inc. and answering questions regarding the use of new technology as a means of improving communication between employees and customers.
Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have been consistently reporting that they are overwhelmed by the volume of customers and management has noticed that the number of reported errors in customer orders has increased. Dalman and Lei have decided to adopt an e-customer order system that will allow customers to input their own orders. This would address the issue of employees being overwhelmed by the increased pace of the workplace.
Dalman and Lei will first communicate their decision to the managers who report to them in an e-mail communication. They are aware of how important it is to exhibit professionalism and business etiquette in constructing an e-mail message to the managers. It is important for Dalman and Lei to gain the support of the managers since they will have key roles in leading this change at the store level.
Referring to Kotter’s Eight Steps to Leading Change from the text, as well as the other required reading from the text, describe what management must do to lead this change in technology to automated customer service by creating an e-mail message (type it in a Word document) from Dalman and Lei to Sandwich Blitz’s middle management, addressing how they intend to implement each of the steps in the change process. Is email an effective channel to send this message? Why or why not? What are potential communication pitfalls in this scenario and how can they be avoided?
Be sure to construct your message in a clear and professional manner. The goal of this communication is to inform the managers of what is required to lead this change and to gain their support in its implementation at the store level.