Xyz office supplies is about to introduce a new customer service program that will affect all of its 355 sales and service employees. job duties will be changed and the employee reward system will be altered to fit this new customer focus. moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and often leisurely) routines that employees have followed over the years. top management is concerned about what types of forces resisting change the company will potentially experience during this change process. xyz attempts to assist the change process by putting employees in direct contact with customers. here, the company is trying to:


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