This case is about CHANGE MANAGEMENT
PUBLICATION DATE: March 01, 2000 PRODUCT #: HKS217-HCB-ENG
Reducing the Complaints Backlog at the Equal Employment Opportunity Commission Case Solution
The federal Equal Employment Opportunity Commission is the agency charged with investigation of non-criminal complaints of civil rights-related breaches in the U.S. workplace, including racial and gender discrimination. This case describes the attempts to reform its internal processes of the bureau do as to managea staggering backlog of complaints which is around100,000–and up to 19-month delays for resolution.
This note emphasizes on the strategic decisions which must set the stage for greater efficacy–especially the issue of whether every charge must be processed in exactly the same manner, of whether the agency should find means to concentrate its effort on charges judged to be more important. HKS Case Number 1562.0