Abstract
A large company is implementing a customer service improvement effort. The company hired an external consultant to survey a random sample of customers on Friday of each week. The surveys center around how customer service teams deal with those customers calling in for help. An organization development (OD) practitioner is offering help to a television station that is moving to self-directed work teams. The consultant meets each week with the television team that manages a television show. The manager of an HR department decides to act as her own OD practitioner. Each week she meets with her team online to discuss ways of helping the team work together more effectively. She began the effort by interviewing each team member about ways the team could improve its group dynamics and then fed back the results of the interviews to the team.
| Original language | English (US) |
|---|---|
| Title of host publication | Organization Development Interventions |
| Subtitle of host publication | Executing Effective Organizational Change |
| Publisher | Taylor and Francis |
| Pages | 3-15 |
| Number of pages | 13 |
| ISBN (Electronic) | 9781000418347 |
| ISBN (Print) | 9781032049137 |
| DOIs | |
| State | Published - Jan 1 2021 |
All Science Journal Classification (ASJC) codes
- Economics, Econometrics and Finance(all)
- General Business, Management and Accounting