Internal Communication as Value Creation in a Change Process: A Case Study of Norwegian Statoil

2014 ◽  
Vol 19 (3) ◽  
pp. 101-128 ◽  
Author(s):  
Tom Rosendahl ◽  
Johan Olaisen ◽  
Oivind Revang
Keyword(s):  
Value Creation ◽  
Change Process ◽  
Internal Communication

Leadership and Change Management: A Case Study of Pemancar

2012 ◽  
Vol 16 (01) ◽  
pp. 115-132
Author(s):  
Zarifah Abdullah ◽  
A. K. Siti-Nabiha
Keyword(s):  
Organizational Culture ◽  
Value Creation ◽  
Change Process ◽  
High Performance ◽  
Structural Changes ◽  
Multinational Company ◽  
The Past ◽  
Internalization Process ◽  
Leadership And Change

This case examines the implementation of a new organizational culture in a newly taken-over Malaysian subsidiary by a European-based multinational company. The new organizational culture is geared towards high performance, increased accountability, value creation, and high quality and better communication. However, organizational members who were very much accustomed to their prevailing organizational culture found it difficult to understand the need for them to change as they had done well in the past. The features of the new culture, the structural changes that have taken place and how the organizational members felt about the change process and their reactions towards the change are explicated in the case. The case also highlights the various issues and challenges that took place and which needed to be tackled in the management's effort to ensure the successful integration and internalization process of the change in organizational culture.

It's Not Just a Job Anymore: The Influence of Cultural Change on Student Services Staff in a Community College

NASPA Journal ◽  
2006 ◽  
Vol 43 (2) ◽  
Author(s):  
Mary G. Locke ◽  
Lucy M. Guglielmino
Keyword(s):  
Community College ◽  
Customer Service ◽  
Cultural Change ◽  
Student Services ◽  
Change Process ◽  
Educational Leaders ◽  
Planned Change ◽  
Change Initiative ◽  
Nuanced Understanding

Today’s colleges and universities operate in a complex environment characterized by rapid and unrelenting change, and nowhere do the challenges inherent in change more directly impact students than in the delivery of student services. The need to integrate new models of service delivery, data-driven approaches to enrollment management, greater accountability for student success, stronger emphasis on customer service, and provision of “anytime, anyplace” services through technology are readily evident. Yet, many institutions are finding that their internal cultures are unreceptive, even hostile, toward adopting needed changes. This qualitative case study focusing on a 4- year purposeful change initiative at a community college was conducted to provide higher educational leaders with a more comprehensive and nuanced understanding of the influence of cultural change on student services staff. The results of this study indicated that student services staff constituted a distinct subculture that perceived, experienced, responded to, and influenced planned change differently from other subcultural groups. Specifically, student services staff more demonstrably supported the purpose of the change initiative; identified empowerment, inclusion and involvement in college decision-making, and improved lines of communication as the most important impacts of the change process; and expressed strong confidence regarding the sustainability of the changes that had occurred. Student services staff also indicated that they found greater meaning and developed stronger commitment to their work as a result of the change process. As a result of these findings, implications and strategies that may be helpful in designing and implementing a successful planned change initiative involving student services personnel are presented.

Executives’ Decision Processes at the Front End of Major Projects: The Role of Context and Experience in Value Creation

2020 ◽  
pp. 875697282097722
Author(s):  
Denise Chenger ◽  
Jaana Woiceshyn
Keyword(s):  
Value Creation ◽  
Oil And Gas ◽  
Decision Processes ◽  
Strategic Decision ◽  
Decision Context ◽  
Front End ◽  
Risk Approach ◽  
Multiple Case

The front end of projects is strategically important; yet, how project concepts are identified, evaluated, and selected at the pre-project stage is poorly understood. This article reports on an inductive multiple-case study of how executives made such decisions in major upstream oil and gas projects. The findings show that in such a high-risk context, often an experienced executive makes these decisions alone and he creates value by facilitating growth. We identified three value-creating decision processes that varied by the executives’ risk approach and decision context. These processes depart from the formal project management prescriptions and the strategic decision-making literature.

Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles

2021 ◽  
pp. 109467052199756
Author(s):  
Bryan Hochstein ◽  
Nawar N. Chaker ◽  
Deva Rangarajan ◽  
Duane Nagel ◽  
Nathaniel N. Hartmann
Keyword(s):  
Value Creation ◽  
Functional Role ◽  
Service Firms ◽  
Study Analysis ◽  
Case Study Analysis ◽  
Multilevel Perspective ◽  
Business To Business ◽  
Depth Interviews

An increasing number of business-to-business (B2B) service firms have transitioned to recurring revenue-based solutions. These subscription B2B solutions are becoming increasingly common, yet offer challenges for long-term renewal if value is not consistently realized by the customer. To address this concern, customer success (CS) management has emerged. CS management is based on regular proactive action taken by the seller to (a) educate, prepare, and engage customers for value co-creation; (b) demonstrate the value delivered by the solution; and (c) provide a channel for advocacy on behalf of customers within the service-providing firm. Our findings highlight the under-researched topic of CS in B2B settings. Specifically, we propose the CS function and role as a structural alternative to within-person (i.e., cross-functional) ambidexterity and emphasize the ability of a CS focus by service firms to complement existing firm operations in value creation efforts. Our case study analysis provides a multilevel perspective (i.e., executive, functional role employees, and customers) via in-depth interviews that offer unique insights on “how parts of the service-sales system work together.” Overall, CS is growing as a practice that propagates value to the customer via ongoing success with solutions while improving service-firm renewal and growth of subscription business.

Implementation of an integrated management system in an airline: a case study

2010 ◽  
Vol 22 (6) ◽  
pp. 629-647 ◽  
Author(s):  
Palmira López‐Fresno
Keyword(s):  
Management System ◽  
Customer Orientation ◽  
Integrated Management ◽  
Direct Analysis ◽  
Internal Communication ◽  
Content Type ◽  
Integrated Management System ◽  
Use Of Resources ◽  
Industry Sectors

PurposeThis paper presents, through the analysis of a case study, a model based on a systemic approach that proved successful for the design and implementation of an integrated management system (IMS) in an airline, and provides guidelines and practical recommendations that may be of use to other sectors of activity when designing and implementing an IMS.Design/methodology/approachData for this paper were collected through direct analysis and implication in the process of implementation of the IMS. Also a literature review was conducted.FindingsTangible and intangible benefits were identified as derived from operating one IMS, such as cost savings, better use of resources, improved internal communication, stronger customer orientation and employee motivation. For these benefits to be realised it is essential to take into account several critical factors and be aware of the challenges accompanying integration of management systems, as detailed in the paper.Practical implicationsThis paper provides guidelines and recommendations for organisations seeking to implement and integrate several standards, being general or sectoral, particularly if they operate in highly complex industry sectors.Originality/valueThis paper incorporates the integration of sectoral standards, which the literature has not covered very widely. The research has wider value through transferable applications and experiences for other industry sectors.

scholarly journals Research on Organizational Communication

2007 ◽  
Vol 28 (1) ◽  
pp. 93-110 ◽  
Author(s):  
Catrin Johansson
Keyword(s):  
Organizational Communication ◽  
Case Study Research ◽  
Public Information ◽  
International Perspective ◽  
Internal Communication ◽  
Information Campaigns ◽  
Research Themes ◽  
Wide Definition ◽  
Definition Of

Abstract Swedish research on organizational communication is characterized by empirical, qualitative research. The tradition of holistic and profound case studies is strong. In this article, a wide definition of organizational communication is employed, including research focusing on both internal and external communication. Research themes and methods are reviewed and discussed. The majority of the studies concern public information, including health communication and crisis communication. Particularly, scholars have studied planning and evaluation of information campaigns concerning health, traffic and environment; and more recently, authority communication during major crises in society. Research focusing on organizations’ internal communication includes topics such as superior-subordinate communication, organizational learning, sensemaking, communication strategies and communication efficiency. Strengths and weaknesses following from this empirical case study research tradition are highlighted. Finally, the contribution of Swedish research in an international perspective is discussed.

HR strategy during culture change: Building change agency

2015 ◽  
Vol 21 (6) ◽  
pp. 741-754 ◽  
Author(s):  
Llandis Barratt-Pugh ◽  
Susanne Bahn
Keyword(s):  
Cultural Change ◽  
Culture Change ◽  
Change Process ◽  
Relevant Literature ◽  
Critical Role ◽  
Research Process ◽  
Change Agency ◽  
Strategic Approach ◽  
Organisational Values

AbstractThis paper explores the role played by a Human Resources (HR) department orchestrating culture change during the merger of two large State departments with dissimilar cultures. A 2-year case study determined what HR strategies were having the greatest impact on embedding new organisational values to produce a more flexible culture and how these practices could be accelerated. This paper indicates how a more strategic approach by HR departments can support and develop relational managing capability that accelerates cultures change towards a more flexible work environment.This paper describes the context of the change process, the relevant literature, and outlines the research process. The findings from the phases of the data collection are summarised revealing the traumatic perceptions of the change process, but also the instrumental actions of some managers, working creatively with their teams to tackle new tasks and projects. The evidence suggests that these informal practices of task allocation were at the core of change agency in this case study and put the new flexible organisational values into action. The findings illustrate how the organisation moves from valuing managers for their technical competence to valuing managers for their relational competence.The paper then discusses what strategic HR actions were accelerating this process and illuminates the critical role of building managers as change agents. The paper concludes by confirming the need for a strategic approach by HR during organisational change. Building manager capability and supporting informal change agency practices is presented as a core focus for HR during such organisational cultural change programmes.

scholarly journals Can Corporate Social Strategy Create Shared Value Toward Creative Business? “Volvo Social Strategy Model”

ECONOMICS ◽  
2019 ◽  
Vol 7 (2) ◽  
pp. 109-124
Author(s):  
Ishak Kherchi ◽  
Fellague Mohamed ◽  
Haddou Samira Ahlem
Keyword(s):  
Value Creation ◽  
Single Case ◽  
Shared Value ◽  
Single Case Study ◽  
Social Strategies ◽  
Social Strategy ◽  
Creating Shared Value ◽  
Corporate Social ◽  
Practical Implications

Abstract Purpose: This paper aims to provide corporate social strategies as an entrance to create shared value, in addition to that we aims to provide a theoretical and practical contributions that ground understanding the concept of creating shared value. Design/methodology/approach: The authors analyze a single case study of Volvo corporation. The objective is to evaluate whether the corporate social strategies can yields to a shared value creation. Findings: We found that corporate social strategies followed by Volvo Corporation yields to a shared value creation. Research limitations/implications: This single case study provides an entrance to create shared value; however, more research is needed to find other entrances. Practical implications: The paper has practical implications that relate to the design of shared value model. We provide practical well known strategies that could be apply by corporations to reach shared value creation. Originality/value: A unique view of corporate social strategy and creating shared value concept.

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