Title: A case to examine organisational change

Authors: Karen Nevelli, David Mohally

Addresses: Business Information Systems, University College Cork, Ireland. ' Business Information Systems, University College Cork, Ireland

Abstract: The focus of this study is an investigation of the success of change management in supporting the implementation of a large organisational adjustment, in the shape of CRM, across several subsidiaries of a multinational organisation. The study indicates a strong requirement to involve all of the participants and instill a sense of ownership of the challenge throughout the organisation to lessen employee resistance. We conclude that a stepped approach in preparing the organisation|s employees is necessary in ensuring that a dramatic change, such as CRM, will be accepted at every level.

Keywords: change management; customer relationship management; CRM; organisational change; multinational companies; employeee resistance.

DOI: 10.1504/IJITM.2004.005031

International Journal of Information Technology and Management, 2004 Vol.3 No.2/3/4, pp.173 - 188

Published online: 23 Aug 2004 *

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