How to lead change – Producing a model for embracing change
Kuusmaa, Laura (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202205057350
https://urn.fi/URN:NBN:fi:amk-202205057350
Tiivistelmä
If anything is permanent nowadays, it is change. Organizations are constantly facing changes due to both internal needs and the external operating environment.
This thesis was implemented as a development project that aimed at producing a template for change man-agement in a customer service environment. The work was carried out for a client company that wanted to think about the change management process from a new perspective.
The theoretical framework was created to support practical work. The literature review introduces theories of change management, change resistance and change communication. In addition, the themes of competence development and learning are introduced.
The practical section describes the stages and results of the development project.
This thesis was implemented as a development project that aimed at producing a template for change man-agement in a customer service environment. The work was carried out for a client company that wanted to think about the change management process from a new perspective.
The theoretical framework was created to support practical work. The literature review introduces theories of change management, change resistance and change communication. In addition, the themes of competence development and learning are introduced.
The practical section describes the stages and results of the development project.