Change Management Memo Daniel Downs, Christina Hongach, Tammy J. Rosenlund, Nicole Shoop HRM/310 September 23, 2013 Tiffany Mytty-Klein

Change Management Memo

Type of Change
To streamline the customer service area of Apria Healthcare as well as reduce costs and improve workplace efficiency, the organization decided to change how and where the customer service department operated. Originally, each branch location would have a team of local customer service representatives to help customers who consisted of patients and referral sources. The customer service representatives would answer incoming phone calls, take equipment orders, explain insurance coverage, answer customer questions, and assist walk-in customers. Because the majority of the customer service representative work was conducted on the telephone and did not require face-to-face contact, the organization desired to change the business practice. The organization made the decision not to have local customer service representatives at each branch location but rather create a central location or hub for these employees to perform their telephone related job duties. For example, if a branch was located in the western part of the United States their telephone calls would be funneled into the California call center. The centralized customer service representatives would collect the necessary information over the telephone and dispatch the local delivery personnel. This centralized call center would also transfer calls to appropriate departments to address other concerns or problems such as medical billing inquiries. The main objective for the customer service representative call center was to combine workplace tasks that could take place anywhere as it did not involve direct contact with customers.
Comparing Change