Practicing Organization Development: A Guide for Leading Change: A Third Edition

SOLID BUSINESS RESULTS: EVIDENCE OF CHANGE

Following the transformation launches, evidence in the measurements was seen immediately. The post-surveys and various indices were at the highest level in the broader corporation, much higher than ever in the past. The post-call evaluation survey results, a survey that the customers take when they phone a call center, started to immediately improve. Years had gone by with absolutely no movement, and for seven months in a row, continuous improvement was shown, moving from 77 percent to 84 percent satisfaction.

Half-way through the year, there was concern about meeting sales goals, but after the waves, the numbers rose and CES eventually exceeded their sales goals by year-end. The organization experienced ...