Description
Such a Little Change!: Abstract
This case outlines the implementation and consequences of a seemingly minor organizational change at an up-scale hotel. The reader follows the step-by-step approach of the new head supervisor, who is attempting to implement a more efficient system for assigning rooms to room attendants and thus improve customer service.
Teaching objectives
The case aims to help students understand the many causes and consequences of resistance to change.
Main themes covered
- Change management
- Resistance to change
Additional information
Teaching notes are available for professors. Contact the HEC Montréal Case Centre.
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