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Practicing Organization Development: A Guide for Leading Change: A Third Edition by Arielle Sullivan, Roland L. Sullivan, Jacqueline M. Stavros, William J. Rothwell

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CASE PROFILE: WST IN A DIVISION OF A FORTUNE 100 CES GROUP

The Background

The case involves this Fortune 100 company’s customer and enterprise services (CES) group. This group includes 5,800 employees and covers most of the company’s call centers and back-office functions that deliver crucial services to customers and internal business units. It works with more than 220 million customer interactions each year.
The customer and internal business clients were asking the CES group to change. Customer loyalty and satisfaction had been stagnant at best, and feedback suggested they needed great improvements in sales/service and product support. The business clients were asking for CES to reduce costs significantly and support them in meeting ...

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