The Change Agent

There is always a constant change in telecom industry, The existing competencies of workforce is
not enough for the future success. We need to look beyond the existing technology because it
changes every day. The changes which we identifies are arranging certain training programs for the
employees in which employees will be addressed how to manage high traffic and maximum
subscribers in order to provide better services. The identified problems are regarding to signal
issues due to high traffic in certain areas. There is a need of installing certain signal boosters in
specific areas of need where customers are facing connectivity issues. A proper training needs to
be provided regarding security issues because there is certain risk associated with classified and
sensitive data. A proper training should be provided regarding security of this data because the
hackers are alwys here to hack the company software that may cause a serious damage to the
organization.

The focus of activity for this type of change agent is the individual. The change agent may be
concerned with employee morale and motivation, including absenteeism, turnover, and the
quality of work performed. The methods used include job enrichment, goal setting, and behavior
modification. The major assumption underlying this orientation is that if individuals change their
behavior, the organization will also change, providing enough people within the organization
change. A manager can certainly assume the role of people-change-technology type and often
do.

These change agents focus their attention on internal processes such as intergroup relations,
communication, and decision making. Their intervention strategy is often called a cultural
change approach, because they thoroughly analyze the culture of the targeted organization. This
approach grew out of such areas as sensitivity training, team building, and survey feedback.
Many managers assume the role of organization-development type when implementing change.

Customer-centricity requires being close to the customers and understanding their pulse. For
instance, Telecom operators should look at sectors known for their customer-centric attitude, such
as fast moving consumer goods and retail banking. Having said that, they should not shy away
from completely unrelated sectors if they see future potential. Similarly, for digital-first, e-
commerce firms, management consulting firms, digital advertising and media are the obvious
choices. For example, Airtel hired a former Facebook and NASA executive to bring data science
and deep analytics capabilities to both understand customer needs and develop innovative products
and services.