ServiceMASTER
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ServiceMASTER


Creating support among all members of organizations for organizational change is a difficult task. How do change architects create the understanding and increase the readiness and enthusiasm for change, while simultaneously managing the fear process to create a “change by design”? The focus of this case study is to describe an organizational change intervention that addresses these necessary components as prerequisite to implementation of a significant cultural organizational change. The approach includes integration of process consultation, organizational diagnosis and feedback, systems thinking, action learning, didactic and experiential training, values integration, and work redesign. By relying on Organization Development technology utilized in the operational arena of healthcare service support departments, ServiceMASTER transforms support service delivery into one customer service organization, generates financial savings while increasing efficiency, and increases patient sat...
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