Organizational

Change
Team members:
Rufat Huseynzade
Taleh Zamanov
Farida Orujova
Orkhan Jafarov
Nigar Ismayilova
 Table of Contents

Introduction Diagnosis

01 02
Organization Background Diagnosis Plan

Problem Description Diagnostic Tools

Data Analysis

03 04
Interventions Evaluation
Reengineering Evaluation tools

Self-managed Teams (Mini- Data Analysis

factories)

Dynamic Strategy Making

 01
Introduction
ROOF Academic
Training
 About ROOF
ROOF Academic Training is an education company specializing in
language and exam preparation, and study abroad services. The
company started its activity in the summer of 2017.

Company offers SAT, IELTS, TOEFL, Duolingo exam preparation,

General English, Kids English, Kids Math, Summer School, and Study
Abroad services.

The company cooperates with Cambridge Assessment English,

British Council Azerbaijan, The Ministry of Science and Education,
and Innovation and Digital Development Agency. ROOF
Academic Training is a member of ICEF, AmCham, SMBCA
(KOBSKA), and Marsol.

Over six years, more than 1100 students have been pursuing their
education in 35 different countries, and more than 150 are studying
at top universities. Currently, 90 employees from various fields work
for the best of Roof Academic Training.
 Problem Description
The company's rapid growth in accordance with the quality of service
has led to specific coordination problems. Thus, students' requests
through various channels were not accepted on a common base;
therefore, there has not been the main person responsible for the
whole process. It caused an obstacle in the matter of centralization.

1. Rapid Growth - Decentralization - Architecture of the

Organization (Work Design)
2. Incoordination Among the Tasks
3. Workflow Problems
4. Confused/Unsatisfied Customers
 02
Diagnosis
Organizational Level
 Diagnosis Plan

1 2 3
Designing Diagnosis Identifying the lack of Providing
tools (interviews, communication recommendations
observations and between the teams for long-term
surveys) and customer sustainable results
dissatisfaction
 Diagnostic Tools

Meeting with
CEO/ team Observations Interviews Surveys
leaders

● External OD ● OD practitioner ● OD practitioner ● Customers and

practitioner is observes the work interviews each team members are
provided with the process of team member and sent google survey
detailed customer service 10 customers who form including
information about on phone calls. were randomly questions that were:
the problematic chosen to gather
● Identifies each information about: ● Close-ended
situation from the
team member’s
CEO and team ● Multiple choice
duty. ● Employee’s duty
leaders’
perspectives. ● Problem(s) from ● Open-ended
their point of view
 Data analysis

Survey results will be reviewed and

analyzed after data gathering.

Mode for each close-ended question

answer will be identified related to
customer and employee responses.

Answers for open-ended survey

questions and interview will be
analyzed in detail.
 Findings
- Data analysis revealed that the customers
were receiving callbacks from different
phone numbers which, confused them
when they wanted to contact back.

- Customers were complaining about waiting

time.

- Team members were giving information not

related to their field in order not to lose a
customer.
Reasons
Lack of proper monitoring
company’s managerial
policy on phone call service.

Company’s decentralized
approach within the
management system.

Company’s ineffective long-

term planning
“To accomplish great things,
we must not only act, but
also dream, not only plan,
but also believe.”
—Anatole France
 Recommendations

To minimize call transfers

In order to and customer waiting time
satisfy the
maximum
possible
number of
customers To centralize phone call
system (Telephony system)
 03
Interventions
Techno Structural - Reengineering
 Interventions - Techno Structural

Reengineering Self-Managed
Teams

Sweet Spot
 Action Plan
Establishing centralized, adjusted google form with limited access
to each step based on the functions and job responsibilities will
Reengineering permit employees to coordinate work processes more efficiently.
More Responsive Task Performance in Customer Service Workflow

Self-Managed Providing Teams with training to become autonomous without a

Teams lot of external control makes rapid growth manageable.
 04
Evaluation of
Changes
Evaluation tools

Data Analysis
 Evaluation tools
Descriptor Formative Evaluation Summative Evaluation

Purpose Measuring the quality of activities Document effectiveness of

within the responsibilities and intervention program (SWOT)
boundaries of the duties for which
everyone is responsible (customer call
service)

Use Observing employees fulfilling their Measuring monthly customer call

work duties, measuring the number of frequency, workflow, frequently
daily customer calls used services

Variables Data collected from Google forms and Survey and Google forms
interviews

Outcome Prescription for the intervention A report documenting results and

program recommendations about program
effectiveness
Thank
You :)