Signature assignment: Communication Plan(Samsung)

JARIONE AVINGER

JANUARY 9, 2017

AET/560

MELANIE LATIN

Introduction for communication planFor almost 80 years, Samsung has been a leader in developing

innovative products that helped shape the Information Age (Samsung, 2016). Due to inadequate managerial oversight of second party or outsourcing product suppliers, the batteries in the Galaxy Note 7

smartphones defected. Thus, resulting in the need to facilitate change in oversight of second party suppliers and consumer safety (Lee, 2016).

How to launch the communication plan Technology needed to accomplish the plan How to test its effectiveness and the impact of management's

response to the organizational response How to generate feedback for continuous improvement How to address negative responses or communications about the

change How your communication plan can help produce organizational

change References

How to launch the communication plan?

Preapproval Phase- Improve managerial oversite of second party or outsourcing product suppliers

Developing the need for change phase-We need to articulate why it is unacceptable and undesirable to conduct business in the same way.

Midstream Change Phase-. To effectively plan and implement change, change leaders combine concepts and strategies

Confirming the Change Phase-Customer Satisfaction Surveys! This helps us understand how services or products are perceived by customers, organizations utilize customer surveys.

Technology

• Telephone • Social Media• Emails• WebEx• Computers

How to test the effectiveness and the impact of management’s response to the organization change?

Kirkpatrick Model of Training and Evaluation

The Kirkpatrick’s model for staff training and development will be utilized for effecting change.

Based on four objectives; reaction, learning, behavior, and results, the Kirkpatrick Model includes in the guide for evaluating the efficiency of employee training.

(Kirkpatrick Partners,2009)

How to generate feedback for continuous improvement?

For Samsung to retain customers, their survey needs to contain a section on how Samsung can improve. Information collected from this section can be incorporated into to organizational change process and developing a customer reward program. Credible customer complaints can be dealt with employees contacting the consumer and apologizing for the infraction, offering recompense and providing information regarding the change to services and products (eSurveyPro, 2016). These corrective actions may allow Samsung to earn back their customers business.

How to generate feedback for continuous improvement? (Cont.)

Five key elements to unlocking the value of customer satisfaction surveys include: Adherence to Measurement Principles Responding to immediate customer

needs identified during the survey process

Implementing customer-focused changes

Implementing account strategies Management review and assessment (eSurveyPro, 2016)

The benefits of implementing and following a process such as this include: Turning customer problems into

new business opportunities Demonstrating to the customer

that you truly care about their experience and are committed to taking immediate action to respond

Increasing customer satisfaction Increasing revenue (eSurveyPro, 2016)

How to address negative responses or communications about the change?

CONTINUOUS MONITORING These meetings will enable the

management team and other change managers to monitor the progress of the changes being implemented.

Management will observe through regular reports to see if the changes are progressing and make updates if needed.

The employees will be asked informally, through questionnaires and through one-on-one meetings to discuss the change process.

Keeping touch with those implementing the changes will help management to see if the changes are working or if adjustmentsare needed. (Spector, 2013, Chapter 7

How will the communication plan help produce organizational change?

Improving Communications How to Overcome Resistance to

Change Creating Commitment Incentives for Change Team

Approach (Spector, 2013

REFERENCES

Google Images. (2017). Retrieved from https://images.google.com/

Kirkpatrick Partners. (2009). Training evaluation that delivers measurable results. Retrieved from http://www.kirkpatrickpartners.com/Home/tabid/38/Default.aspx

Spector, B. (2013). Implementing Organizational Change (3rd ed.). Retrieved from The University of Phoenix eBook Collection

Lee, J. (July, 2016). Giant in transition. Retrieved from https://www.bloomberg.com/quicktake/republic-samsung

eSurveypro. (2016) www.esurveyspro.com/Survey.aspx

THANK YOUJARIONE T. AVINGER