In your view, how effective was the change management process?
In my view, the change management process at IRS was a stepping stone and highly effective for the organization. Now the phone calls could be answered quickly and representatives were trained to answer their complaints with their specialized knowledge. Call centers worked accurately and in a manner to provide top quality service. Correspondence was not made easy and the organization was much quicker now in catching errors in the tax returns. The measurement of the call center employees was now done in aggregate rather than based on each representative. The unions also focused on the quality of the work conditions of their members. Overall, the changed management process has been highly effective and now achieving the vision of superb, reliable and efficient systems as well as customer service was not impossible at all.
How, if at all, should Kotter’s eight stages of the change process be adapted for public organizations?
The change process of Kotter’s eight stages could be easily implemented in the public organizations to innovate change. This is a clear systematic model, which will guide the entire process of change and can be implemented easily. First, a sense of urgency should be created within the public by highlighting the threats and repercussion, which might arise in future. Second, effective change leaders in the organization should be identified and their involvement in change process should be requested (Kotter, 1996).
Third, a new strategy, vision and core values should be crafted. Fourth, the new vision should be communicated to the public convincingly and powerfully. Fifth, all the barriers or resistances for change should be removed by rewarding managers to endorse the change. Sixth, short-term wins should be created to generate a feel of victory among the public. Seventh, continuous improvement and gains should be analysed and success stories should be told to the public and lastly, the new change should be anchored in the corporate culture by instilling it within the management and workers (Pollack, 2015).
What was the role Booz Allen played in the transformation? How did they assist at different stages?
Booz Allen Hamilton had played an important role in the transformation of IRS at different stages. First, John Reece, the CIO of IRS wanted to improve the technology touch points at IRS such as electronic filing. He wanted to first deal with internal challenges before dealing with the external challenges. Therefore, he hired Booz Allen to compile the inventory of hardware, people and all the problems. According to Rossatti, Booz Allen had a lot of experience with reorganizations and the kind of the problems, which were faced by IRS before reorganization (IRS, 2015).
Booz Allen, had partnered with IRS, with a team of 800 government and commercial consultants. Booz Allen also helped the company to wipe away the layers of management at IRS. The new flattered organizational structure was created by Booz Allen. The new IRS operating model was effectively managed when Allen established executive teams to integrate aspects of the emerging program across all the teams working on the change management process (IRS, 2015)……………………..
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