Resolving Conflict in a Retail Store

This assignment focuses on developing an Organizational Development (OD) proposal for a computer and electronic retail store facing conflict between sales staff and service technicians. The proposed solution involves diagnosing the issue through interviews with employees and customers, observations of employee behavior, and data collection about job roles and responsibilities. The OD proposal aims to present a plan to leadership based on gathered insights, addressing the conflict and ultimately improving customer satisfaction and company profitability.

Organization Development and Change
Ver Eugenio
Assignment # 2- OD Proposal
Company: Computer and Electronic Retail Store
Organization Issues: Lack of repeat customers due to the conflict between sales staff and
service technician.
Company Goal: Get the company profitability back on track.
The company is having a problem with its sales staff and service technicians. Upon talking to
their customers they found out that they notice a conflict between the two parties. They say
that sales staff are selling them all the “bells and whistles” while service technicians are saying
that sales staff are overselling the goods. Other staff, don’t want to get involved.
Process that will help me solving the issue / conflict in their organization:
1. I will diagnose the problem by;
a. Conducting interviews to sales representatives and to service technicians.
b. Will do my own observations. This will enable me to get data on actual behavior of
the employees.
c. Getting more information about the type of job they have or their duties and
responsibilities.
d. Asking their opinions and suggestions from these two groups including the
customers.
e. Then I will organize all the data and present to the organization leaders.
Schedule date for a meeting with organization leaders
I will conduct interviews with the sales staff, service technicians and customers as well. The
questions in the interview will focus in getting more information why both parties are having
issues with the department their working on.
Costumer’s feedback from the interview will be beneficial also in gathering all necessary
information. This information will enable me to get back to the employees and inform them
how their conflict is affecting their costumers and the company as a whole.

I will ask them if they already made an initial plan to resolve the issue. And if they have, have
they tried it or not? What are the reasons why it didn’t work? All the answers from these
questions will help and guide me through the steps for a well-planned OD proposal.
Customers… these are the people that we want to look after especially if our business is all
about selling products. They are important to the success of the business.
Workers usually their
- What sells does
- Service people- why do care- financial, product issue
- Profitability? – where lots of sales- maybe people
- Technician- not doing good job.
- Technician need to work together.
- Maybe lack of info for both sides.
- No personal issues- don’t blame each.
- Ready for a change.
- Suggestions from department and get feedback. Same as the as the customer- survey
maybe.
Both surveys and interview. Get the information. Client perspective and employees. Work
together. Less tensions.
Question for customers- general experience at the shop. Questions answered.
Sales staff ( longer in the job )- rate the in. observations.