SUpporting Change
Contents
Introduction to the organisation............................................................................................................1
An explanation of why your organisation needs to change identifying at least 6 internal and external factors that drive or influence the change.............................................................................................1
Explain how change can impact an organisation’s business..................................................................2
Explain the main factors involved in the change process.......................................................................3
A comparison between at least 3 different approaches to managing change.......................................3
Describe 3 behavioural responses seen when change occurs in an organisation..................................4
Explain at least 3 ways that HR can support individuals during change.................................................5
References..............................................................................................................................................5
Introduction to the organisation
The organisation this report is based upon is NCO Europe Ltd (NCO) their European Head Office is based within Preston’s City Centre and the organisations head office is based in Pennsylvania US. NCO is part of a much larger group of companies namely Expert Global Solutions (EGS).
The EGS Group is a business process outsource market leader employing in excess of 43,000 employees in 118 contact centres around the globe currently in 14 countries, with an annual turnover exceeding $2 Billion. EGS is a recognised tier one player in both Customer Relations Management (CRM) and Accounts Receivable Management (ARM) whose clients include 40% of the fortune 500. At the European Head Office, NCO currently employs approximately 500 employees at this site and is currently undergoing a rapid expansion
Introduction to the organisation............................................................................................................1
An explanation of why your organisation needs to change identifying at least 6 internal and external factors that drive or influence the change.............................................................................................1
Explain how change can impact an organisation’s business..................................................................2
Explain the main factors involved in the change process.......................................................................3
A comparison between at least 3 different approaches to managing change.......................................3
Describe 3 behavioural responses seen when change occurs in an organisation..................................4
Explain at least 3 ways that HR can support individuals during change.................................................5
References..............................................................................................................................................5
Introduction to the organisation
The organisation this report is based upon is NCO Europe Ltd (NCO) their European Head Office is based within Preston’s City Centre and the organisations head office is based in Pennsylvania US. NCO is part of a much larger group of companies namely Expert Global Solutions (EGS).
The EGS Group is a business process outsource market leader employing in excess of 43,000 employees in 118 contact centres around the globe currently in 14 countries, with an annual turnover exceeding $2 Billion. EGS is a recognised tier one player in both Customer Relations Management (CRM) and Accounts Receivable Management (ARM) whose clients include 40% of the fortune 500. At the European Head Office, NCO currently employs approximately 500 employees at this site and is currently undergoing a rapid expansion
References: Acas publications. (2010). How To Manage Change. Available: http://www.acas.org.uk/media/pdf/d/b/Acas_How_to_manage_change(Jan_10)-accessible-version-Nov-2011.pdf. Last accessed 2nd January 2014. Organized Change Consultancy. (2010). Re-engineering and TQM: Approaches to Organizational Change . Available: http://www.organizedchange.com/village.htm. Last accessed 2nd January 2014. American Management Association. (2008). HR Best Practices During Organizational Change. Available: http://www.amanet.org/training/articles/HR-Best-Practices-During-Organizational-Change.aspx. Last accessed 4th January 2014.