Transformation at INTELSAT: sometimes the tortoise beats the hare
Transformation at INTELSAT: sometimes the tortoise beats the hare
C. Congram, P. Slye and P. Glidden, Team Performance Management: An International Journal (UK), Vol. 5 No. 6, 1999
Outlines the customer service initiative introduced by INTELSAT(International Telecommunications Satellite Organization) to improve the booking services offered to its customers. Describes the two groups set up to handle lease transactions and bookings for the channel/carrier services. Compares how the two groups accommodated themselves to the new ways of working. Analyses the reasons why the lease group adapted well to the change while the group handling bookings for the channel/carrier services resisted it. Discusses how this resistance was successfully overcome. Draws out the implications of INTELSAT's experience for other organizations that are about to embark on organizational change. Identifies the advantages of making changes slowly, in small steps.
Quality focus says:A good, customer-focused case study.
