Change Theories Project

CHANGE THEORIES PROJECT
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DateThere has been a constant decline in customer satisfaction in the facility for the past six months according to a report by the Senior Nursing Officer. Using this source of information as an evaluation tool, it is certain that customer satisfaction is compromised and coming up with a plan to improve the state is imperative (Burns & Grove, 2010). An efficient action plan includes, first listing the indicators of satisfaction then identifying a plan for each driver listed, next the facility staff will be educated on the plan by conducting seminars and workshops. When these steps are complete, staff will be expected to improve their behavior which will be confirmed by observation and collection of feedback from patients. Monitoring of results will go on over time and training of new staff on customer service (Spahn, Reeves, Keim et.al, 2010).
The change model that will be applied to address the change is a normative-reductive model. This model is most suitable because it focuses on relationships, attitudes, feelings and perceptual orientation. Customer service is not only noncognitive but also does not require the authority to execute but the right attitude, perception and effective communication between the patients and staff (Hayes, 2014). The model will be implemented through training of the staff and monitoring their effectiveness through observation and surveys.
The strengths of implementation of the plan include the…