How Managers Can Manage Change and Stability to Deliver Better Service to Customers in the 21st Century

Abstract

In an ever-changing world at present, many enterprises and organizations are put under the great pressure of tremendous opportunities and challenges arising from globalization, technological innovation, intense competition and also a highly competitive market. "The whole business environment becomes more competitive, dynamic, and complex in 21st century." (Olsen, West andChing Yick Tse 2008) Hussey (2005) also has the view that the organization' external and internal environment has changed ever more turbulently in past few decades. The frequency of changes has become faster and the period of stability has tended to be much shorter. Therefore change management skills become more and more important for managers. (Hussey, 2005) Dawson also has the same point of view. He says "the large-scale change really occurs and the changes were rarely so rapid and unpredictable" (Dawson, 1994). This situation may continue in to the next century (Hussey, 2005) which means that managers need to deeply understand how to manage both external and internal changes. Hussey also mentions some important factors that may influence external environment changes including competition globally; customers service expectation increase, fast development of technology , and changes in government regulations (Hussey, 2005).