Customer Management System- Change Management and Communication Plan Jennifer Korzec, Vann McCray, Jude Sheats, Connie Werner-Hopkins MGT 311 November 24, 2013 Debra Black

Executive Summary A major manufacturing company, found it imperative to institute a consistent and formal customer management system. A major concern when implementing a new system is change resistance. The A team consultants have identified a change management plan, including an effective communication plan, defining objectives for a smooth transition to the new customer management system. The problem is how to assist employees through this change with the objective to have minimal change anxiety for the employees’ so that a seamless transition to the new customer management system can occur. This can be accomplished through: * Management’s commitment to the employee success * Ensuring the right structures are in place * Building policies and procedures with employee input * Robust education on the system as well as the employees understanding of the need to stay competitive in a fast-changing environment * Clear, concise, and timely communication with the employees- using combined methods (face-to-face, e-mail and direct mailing to homes) By implementing this plan the employees will adapt to the new system with little resistance ensuring a positive outcome for the organization, employees, and customers.

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