We are writing to you the increased number of customers we have witnessed recently. Also this follows the numerous complaints from the employees who seem overwhelmed by the current customer order system. It is for this reason that we propose a new and an effective way of handling customer orders, the ‘e-customer order system’. The current system has served us well but it is time we adopt an efficient system, which will be free of errors. The new system is created in such a way that the customer will input their orders into their system. Use of this system will ease the work burden for employees. This system will also ease the numerous complaints and frustrations that customers have when queuing to be served. At the same time the system will come in handy during peak hours when the employees have to serve so many people at the same time.
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To ensure smooth transition into the e-customer ordering system, both of us shall ensure we hold training classes worth the employees and ensure that they know how to use the system. We shall also be available to assist customers through the ordering process. As the management you have the primary role to initiate this management role. To ease your work we have suggested that the change may take place in the following manner (Neumeier, 2013).
We propose to use Kotters Eight steps to leading change. Firstly, we recognize the need for change; employees and customers are important resources for the business. Both need to be satisfied for competitive advantage of the company. This is an opportunity for the company to show the employees that they are an asset to the business and should be motivated to give their best.
Secondly, we ask for the management support to initiate this change. We volunteer to train everyone in this new order system. From the leadership perspective, it is possible to face numerous incidents of resistance; it is therefore upon the management to convince the employees and the customers that change is necessary. We are looking into serving a larger population of customers. We shall inform our customers of the need for the change to serve them efficiently. It is for this reason that we suggest that customers be taken through the easy steps of using the system.
The change of system shall be communicated to both the employees and the customers. Employees need to feel as part of the company for successful change. We encourage employees to interact among themselves about this change and provide us with feedback. Any anxieties or frustrations shall also be addressed in the best way we can. Like any other process of change, we expect to experience obstacles. We are constantly looking at any potential challenges we may face in the process of change and how to deal with them (Appelbaum, 2012).
The system shall be put to test for a period of two months where we shall look at the progressive curve. Employees will also be asked their views about the system change. If the target of the business will have been achieved then the change will have been effective. As Kotter suggests most project change since success of the change is declared early. The project shall undergo continuous analysis; the successful steps shall be the stepping stone to even greater change. We also intend to make the e-customer order system part of the organization. The system shall be upgraded annually and all employees required be trained. This is to ensure that we have all the resources needed to assist our customer (Sedghi, 2012).
We look forward to your acknowledgement and the beginning of the change process in a timely manner.
Yours Sincerely,
Dalmana and Lei
Bibliography
Sedighi, M., Mokfi, T, & Golrizgashti, S (2012). Proposing a customer knowledge management model for customer value augmentation: A home appliances case study. , 321–347.
Appelbaum, S. H., Habashy, S., Malo, J., and Shafiq, H. (2012). Back to the future: revisiting Kotter’s 1996 change model. Journal of Management Development, Vol. 31 Iss: 8, pp.764 – 782.
Neumeier, Melanie (2013). Using Kotter’s Change Management Theory and Innovation Diffusion Theory in Implementing an Electronic Medical Record. Canadian Journal of Nursing Informatics.
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