A case to examine organisational change. (1st September 2004)

• Record Type: Journal Article
• Authors: Nevelli, Karen; Mohally, David
• Is Part Of: International journal of information technology and management. Volume 3:Number 2-4(2004)
• Page Start: 173
• Page End: 188
• Publication Date: 2004-09-01
• Subjects: change management -- customer relationship management -- CRM -- organisational change -- multinational companies -- employeee resistance; Management information systems -- Periodicals; Information technology -- Periodicals; Management -- Data processing -- Periodicals; 658.403805
• Languages: English
• ISSNs: 1461-4111

Abstract

The focus of this study is an investigation of the success of change management in supporting the implementation of a large organisational adjustment, in the shape of CRM, across several subsidiaries of a multinational organisation. The study indicates a strong requirement to involve all of the participants and instill a sense of ownership of the challenge throughout the organisation to lessen employee resistance. We conclude that a stepped approach in preparing the organisation's employees is necessary in ensuring that a dramatic change, such as CRM, will be accepted at every level.