Communication Plan Jarione T. Avinger

1. Signature assignment: Communication
Plan(Samsung)
JARIONE AVINGER
JANUARY 9, 2017
AET/560
MELANIE LATIN

2. Introduction for communication plan
For almost 80 years, Samsung has been a leader in developing innovative
products that helped shape the Information Age (Samsung, 2016). Due to
inadequate managerial oversight of second party or outsourcing product
suppliers, the batteries in the Galaxy Note 7 smartphones defected. Thus,
resulting in the need to facilitate change in oversight of second party suppliers
and consumer safety (Lee, 2016).
 How to launch the communication plan
 Technology needed to accomplish the plan
 How to test its effectiveness and the impact of management's response
to the organizational response
 How to generate feedback for continuous improvement
 How to address negative responses or communications about the
change
 How your communication plan can help produce organizational change
 References

3. How to launch the communication
plan?
 Preapproval Phase- Improve managerial oversite of second party or
outsourcing product suppliers
 Developing the need for change phase-We need to articulate why it is
unacceptable and undesirable to conduct business in the same way.
 Midstream Change Phase-. To effectively plan and implement change,
change leaders combine concepts and strategies
 Confirming the Change Phase-Customer Satisfaction Surveys! This helps us
understand how services or products are perceived by customers,
organizations utilize customer surveys.

4. Technology
• Telephone
• Social Media
• Emails
• WebEx
• Computers

5. How to test the effectiveness and the impact of management’s
response to the organization change?
 Kirkpatrick Model of Training and
Evaluation
 The Kirkpatrick’s model for staff
training and development will be
utilized for effecting change.
 Based on four objectives; reaction,
learning, behavior, and results, the
Kirkpatrick Model includes in the
guide for evaluating the efficiency of
employee training.
(Kirkpatrick Partners,2009)

6. How to generate feedback for
continuous improvement?
 For Samsung to retain customers, their survey needs to contain a section
on how Samsung can improve. Information collected from this section can
be incorporated into to organizational change process and developing a
customer reward program. Credible customer complaints can be dealt
with employees contacting the consumer and apologizing for the
infraction, offering recompense and providing information regarding the
change to services and products (eSurveyPro, 2016). These corrective
actions may allow Samsung to earn back their customers business.

7. How to generate feedback for
continuous improvement? (Cont.)
Five key elements to unlocking the value
of customer satisfaction surveys include:
 Adherence to Measurement Principles
 Responding to immediate customer
needs identified during the survey
process
 Implementing customer-focused
changes
 Implementing account strategies
 Management review and assessment
(eSurveyPro, 2016)
The benefits of implementing and
following a process such as this include:
 Turning customer problems into new
business opportunities
 Demonstrating to the customer that you
truly care about their experience and are
committed to taking immediate action
to respond
 Increasing customer satisfaction
 Increasing revenue
(eSurveyPro, 2016)

8. How to address negative responses or
communications about the change?
CONTINUOUS MONITORING
 These meetings will enable the management
team and other change managers to monitor
the progress of the changes being
implemented.
 Management will observe through regular
reports to see if the changes are progressing
and make updates if needed.
 The employees will be asked informally,
through questionnaires and through one-on-
one meetings to discuss the change process.
 Keeping touch with those implementing the
changes will help management to see if the
changes are working or if adjustmentsare
needed.
(Spector, 2013, Chapter 7

9. How will the communication plan help
produce organizational change?
 Improving Communications
 How to Overcome Resistance to
Change
 Creating Commitment
 Incentives for Change Team
Approach
 (Spector, 2013

10. REFERENCES
 Google Images. (2017). Retrieved from https://images.google.com/
 Kirkpatrick Partners. (2009). Training evaluation that delivers measurable
results. Retrieved from
http://www.kirkpatrickpartners.com/Home/tabid/38/Default.aspx
 Spector, B. (2013). Implementing Organizational Change (3rd ed.).
Retrieved from The University of Phoenix eBook Collection
 Lee, J. (July, 2016). Giant in transition. Retrieved from
https://www.bloomberg.com/quicktake/republic-samsung
 eSurveypro. (2016) www.esurveyspro.com/Survey.aspx

11. THANK YOU
JARIONE T. AVINGER