Organizational Change: A Study of the Integrated Customer Support System at United States Transportation Command

摘要

This thesis examines the types of organizational change needed at United States Transportation Command to successfully implement the Integrated Customer Support (ICS) System, a Customer Relationship Management solution. This strategic objective to integrate ICS into the Defense Transportation System working environment is an attempt to provide immediate and complete responsiveness to external customer needs. Based upon interviews with Transportation Specialists, areas for change and resistance were identified using the open system model framework. The system elements that need to be aligned in conjunction with the implementation of the Integrated Customer Support system include inputs, goals and strategies, and behavior and processes. ICS is not just a software program and if implemented as a stand-alone technology, unrelated to other business processes, it will have disastrous results. More effective communication is needed from the top down throughout the Defense Transportation System so ICS users will be committed to system use and understand the behaviors that are expected of them. New measurement and feedback systems to monitor the performance of the Transportation Specialists need to be established. Additionally, to sustain commitment, the proper rewards and incentives need to be institutionalized at the command.