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Initiating an Organizational Change Management Process: Achieving Service Quality in Emerging Economies
Abstract
Change management processes have been major catalysts in introducing innovation and changes to organizations. This chapter illustrates the underlying concepts and principles of change management with specific reference to the service-oriented sectors. The contents are intended for students and professionals to provide an understanding of the practices and intricacies of a change process and to help build a framework for any future change management activity primarily in reference to providing and enhancing service quality in emerging economies. The chapter starts with an Introduction and sets a background about why change management is so important for industry sectors like services and manufacturing in developing economies. The next few paragraphs explain the necessity and factors influencing a change process and the types and nature of the changes. The remaining sections are arranged in a progression with the topics on core challenges in organizations in the context of developing economies, identifying a change process, working with change management, Total Quality Management (TQM), service quality, managerial implications, and conclusion. In addition, two case scenario examples are presented at the start and end of the chapter, respectively, which enables the comprehension of the views presented in the chapter.
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