Example 1

Managers do not feel the customer service representatives are dealing politely with the customers.

Goal

To improve the quality of customer care.

Objectives

• Train customer service representatives to strengthen their customer care skills.
• Train the management on strategies to improve the engagement of the customer service representatives.
• Train the customer service representatives on managing customer feedback

Example 2

Employees feel the need for and nature of organizational changes should be communicated more clearly to the staff.

Goal

To improve the organizational change management process.

Objectives      

• Evaluate, using surveys, the levels of the employee engagement in the change process.
• Train the managers to a draw a risk management plan that details the possible challenges and strengths of the change process.

Example 3

Managers do not feel employees embrace the organizational mission statement.

Goal

To connect the employees with the company’s mission statement

Objectives      

• Narrow the mission statement to the company’s vision and communicate the same to the employees.
• Communicate the company values that support its mission.
• Conduct climate surveys on company’s mission and vision to evaluate and determine the position of the employees in connecting with the mission.

Example 4

Mid-level managers report that the do not have a clear sense of how their responsibilities are different from the groups of employees they oversee.

Goal   

To separate roles and responsibilities of the employees on different levels of the organization.                           Objectives

• Establish and communicate clear sets of goals for both the management and employee positions.
• Train mid-level managers to establish authority and respect when engaging with the employees to make them appear different.
• Create an organizational chart that highlights the different levels of employees, their responsibilities, and the persons they report to.