MANAGING CHANGE AND CONFLICT IN THE WORKPLACE TO GAIN A

COMPETITIVE ADVANTAGE
 Solutions and Recomentations on Case on Blue&Green Design Technology Company

The company had no organizational structure. I would recommend that the company

develops a clear organizational structure, starting with the manager, then promoting one of

the employees to senior positions such that the others will report to him, for better customer

and employee relations.

The communication between the company and customers was not special and unique.

I would recommend that the communication should go even beyond standardized emails to

phone calls such that the customer's needs are solved faster and the satisfaction is boosted.

Customers had no specific person to channel their needs in the company. I would

recommend that the company develop a key account management system where employees

will be made account managers of customers accounts.

There was no employee performance measure mechanism. I would recommend the

company develop a key performance indicator (KPI) for each employee so that the employee

can be responsible for their work and them be able to show the work they have done.
 Strategies to bring change in an Organization

On the standardized customer meeting report, Bulut should call for a formal training

meeting with the employees and explain the reason why the standardized report is

important. She should explain that better communication with customers makes them feel

special and their needs are well taken care of, it also prevents fraud and scammers since the

customer is well referred by the name and product specification quoted. Proper

communication with customers gives them more satisfaction and builds loyalty in them

(Ćulibrk, et al., 2018). Loyalty in customers is built through assuring the customer that their

needs are well taken of through proper communication and better service delivery.

Proper division of roles and duties should be done to avoid some customer demand

being ignored. strategies such as creating a customer training team on technical issues and

key account management issues can be resolved by proper division of roles amongst

employees. This will give the company a competitive advantage since an employee will be

assigned to a specific customer, and will be responsible for issues arising from that customer

(Fei, et al., 2018). Key account management and customer training on technical roles

should be assigned to one employee per customer to avoid conflict of roles and also

command responsibility from employees.

 Employees are very vital to an organization as they should be treated well. Bulut

should treat employees as her priority in all strategies to resolve any change conflict. She

should promote customer satisfaction by listening to their employee's demand especially

first being involved in decision-making by the managers, Bulut should also involve all the

employees in designing their training programs, and performance evaluation systems and

also choose amongst themselves who to form a permanent technical training team (Ahmad &

Raja, 2021). Offering online training and organizing a webinar on technical training will

give the organization a competitive advantage as compared to other organizations. Customer

satisfaction will be enhanced since their demands are solved immediately. Bulut will make

this happen by organizing official communication between the customers and employees.

To avoid resistance from both sides, she should first highlight the advantages of online

training and webinars (Rita, et al., 2019). She should promise the customers that they are not

withdrawing from the physical training but instead, they are managing how the emerging

customer need will be solved faster.

Bibliography

Ahmad, R. M. & Raja, R., 2021. Employee Job Satisfaction and Business Performance: The

Mediating Role of Organizational Commitment. The Journal of Business Perspective.

Ćulibrk, J., Delić, M., Mitrović, S. & Ćulibrk, D., 2018. Job Satisfaction, Organizational

Commitment, and Job Involvement: The Mediating Role of Job Involvement. Front

Psychology.

Fei, H. W. et al., 2018. The key account management practices and effectiveness. AIP

Conference Proceedings 2044.

Rita, P., Oliveira, T. & Farisa, A., 2019. The impact of e-service quality and customer

satisfaction on customer behavior in online shopping. Heliyon.