This case study describes a major change initiative undertaken by a major consulting-contracting agency, 3 Tier Research and Development, Inc., engaged in market branding, research, and development in the United States. Focusing on one client account, Go-Green Auto Corp, the study scrutinizes relevant organizational theories as they apply to real-time organizational leadership and change-management strategy scenarios. Members of the studied organization from one office in Southern California, predisposed by their own mind-sets and training in the organization's mission statement and policies and procedures of operation, voluntarily participated in field research that included questionnaires and interviews by the researcher.
The goal of this study, which applies organizational change theory to practice, was defined and applied by specific trend analysis; process mapping in megabusiness processes known in the business world as Accounts Receivable (A/R) and Order Service Group with Customer Services/Customer Subscriptions; Service Level Agreements (SLA) between the 3 Tier contracting-consultant agency and its client account; the ISO 9000 series of standards and management strategies initially customized to the auto industry and commonly used by private companies; and finally, Sarbanes-Oxley compliance tools for change-agent, risk, and governance deliverables for publicly traded companies.
The key inquiry is this: What are the successful change strategies employed by a contracting-consulting company engaged in market branding, research, and development in response to a request from its key account?
With the recent collapse of GM and Chrysler and their subsequent bail out by the federal government, this topic is timely in its historic relevance and provides a useful real-time model extending from the auto industry to a more general economic recovery with concomitant reduction in the unemployment rate in the United States. Third-party outsourcing is pivotal in this global economy. This research also encompasses the Internet technology (IT) side of the change-management process, services measures, and user environment that necessarily include any of those services for infrastructure disaster recovery, backup, and network infrastructure change-agent provisions.
|Commitee:||McManus, Jack, Reilly, Elizabeth|
|School Location:||United States -- California|
|Source:||DAI-A 72/08, Dissertation Abstracts International|
|Subjects:||Management, Organizational behavior|
|Keywords:||Business technology, Customer relations management, Human resource, Organizational change, Organizational leadership, Research and consulting|
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