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Problem Solution: Building A Culture For Sustaining Change

Introduction
Telecommunication companies have been under tremendous pressure to keep up with the rapid and frequent advances in the telecommunications industry. There is an abundance of competition amongst local, long-distance, and international markets. Cable companies, as well as other telecommunication companies, have saturated the market by offering complete solutions that encompass computers, televisions, internet, and plain old telephone service (Gibbs, S., 2006). Telecommunication firms are finding themselves in constant turmoil trying to stay competitive in such an unpredictable environment. Such is the case for CrysTel, a telecommunication company in Illinois.
CrysTel has an employee base of 2,500 with a annual revenue of $200 million. The company is comprised of five departments:
1. Technology Development-develops the technology required for CryTel's products. The two major development areas include Business Systems that provide back-office support and Network Systems that deal with the network.
2. Technology Operations-delivers, maintains, and manages the network, coordinate with teams from across the business to deliver on time service. Work is shared between a diversity of talent: help desk, technicians, project managers, engineers, field operations, site-build teams, and process improvement teams.
3. Human Resources-focuses on identifying skill gap and creating proactive learning initiatives to close them, generating future business leaders through successive planning and developing performance management systems to harness the true potential of workforce.
4. Marketing-communicates new technology to the customers. Works with the technology development, technology operations and sales departments from concept to delivery. Also involved in styling technology to consumer needs, implementing public relation activities, and promoting advertising campaigns.
5. Sales and Delivery- looks after sales tracking of CrysTel's...