Review of the ADKAR Model and Implementation in Get Well Healthcare

This report provides a comprehensive review of the ADKAR model and its practical application within the Get Well Healthcare Company to address declining customer service ratings. The assignment outlines the five key steps of the ADKAR model: Awareness, Desire, Knowledge, Ability, and Reinforcement, and details how each step can be implemented to improve employee performance and customer satisfaction. The report emphasizes the importance of making employees aware of the need for change, fostering their desire to participate, providing training, developing their abilities, and reinforcing positive changes through rewards and monitoring. The ultimate goal is to integrate an agile lean approach that focuses on individual customer needs and improves the overall quality of service. References to key literature are also included to support the analysis.

Running head: REVIEW OF THE ADKAR MODEL
Review of the ADKAR Model
Name of the Student
Name of the University
Author note

1REVIEW OF THE ADKAR MODEL
Table of Contents
1. Introduction..................................................................................................................................2
2. Discussion....................................................................................................................................2
2.1 Brief Discussion of the ADKAR Model................................................................................2
2.2 The Implementation Approaches towards Changes..............................................................3
3. Conclusion...................................................................................................................................5
References........................................................................................................................................6

2REVIEW OF THE ADKAR MODEL
1. Introduction
The Get Well Healthcare Company is a leading healthcare company that is mainly
focused over the best kind of service to their customers. In the recent times, it has been seen that
there have been a major drop in the ratings provided to the customer service (Vogus and
McClelland 2016). The discussion in this report thus puts emphasis over the discussion of a
certain methodology that would help in improving the scenario of customer service ratings.
2. Discussion
Customer service ratings form a major part within any industry. Based on the services
provided by the company, the customers are requested to provide feedback against the services
provided. On considering the provided scenario, the ADKAR model has been discussed as to be
useful within the context of the given scenario.
2.1 Brief Discussion of the ADKAR Model
The ADKAR model is considered as an important model that helps in ensuring that the
different processes of change within an organisation would occur in an efficient manner. The
model primarily focuses over the ‘people’ change element (Wong et al. 2019). This model helps
in focusing and measuring the dimension of changes within the organisation. The process of
receiving complaints and thus acting over them should be done in a proper manner.
Customer service forms a major kind of aspect within the Get Well Healthcare Company.
The company is primarily dedicated to provide the best kind of customer service in order to gain
popularity in the market and thus acquire high business revenue. The drop in customer service
ratings have raised huge form of concerns among the company (McCann, Graves and Cox 2014).
Based on the ratings provided by customers after availing a service, it helps in deciding about the

3REVIEW OF THE ADKAR MODEL
type of service increment that would be provided to the employees within the customer service
department.
2.2 The Implementation Approaches towards Changes
The five primary steps that are proposed within the ADKAR model are:
1. Awareness – Based on the implementation of Agile Lean approach with the ADKAR
model, it would be highly important to make the employees aware of the to-be made changes. As
a leader for making changes, I would personally engage with employees by conducting team
meetings and understand their concerns. I would thus make them aware of the implementation of
agile lean approach within the department. I would also assure them that this approach would be
able to improve the ratings of the customers towards the company.
2. Desire – The change strategies that would be implemented within the organisation
should be supported by the employees within the organisation (Kitapci, Akdogan and Dortyol
2014). The change processes should not be forced on to the employees. After I have made the
employees aware of the to-be made changes, I would personally communicate with the higher
management and ask them to implement plans for making changes. Face-to-face meetings would
also be conducted with the employees and thus their desires of engaging with the changes would
be considered.
3. Knowledge – The employees should be provided with a sound training about the
change in certain processes that would be made within the customer service sector. After the
acknowledgment of the fact that the employees are desirable to engage in changes, I would
arrange training sessions for mentoring the staff with the new process. I would also ensure that

4REVIEW OF THE ADKAR MODEL
the skillset of the employees would be developed and thus they would be taught about the factors
of treating customer complaint in an efficient manner.
4. Ability – The knowledge gathered should be further developed in order to help in
benefit the organisation. The services provided to customers could be further improved with the
implementation of agile lean approach (Meesala and Paul 2018). After the training have been
provided, I would personally engage with each of the employees and would look into the aspects
whether they have learned the lessons properly. I would also ensure that the short and long term
goals of the company would have been understood by them.
5. Reinforcement – Based on the change procedures, the respective rewards for
employees who would change their methods should be further reinforced. After the agile lean
methods have been implemented within the customer service department, I would monitor that
the implemented changes are being used by the employees to satisfy the needs of the customer. I
would also see whether the employees are still following the old ways of interacting with
customers. The gaps within the knowledge of the employees would be mitigated by providing
them additional training in specific situations.
An agile lean approach would be implemented within the organisation based on
improving the customer service. In this new implemented service, the customer complaints
would be dealt individually with proper care (Sweeney, Danaher and McColl-Kennedy 2015).
The questions of the customer should be dealt as per their needs and the best form of support
should be provided in an instant manner. These questions should be supported with a sound
technical knowledge demonstration of the raised issues and thus be solved as per relevant skills.

5REVIEW OF THE ADKAR MODEL
3. Conclusion
Based on the discussed scenario, it can be concluded that the change management
processes that would be implemented within an organisation should be beneficial for the
organisation. The model used within this approach is the ADKAR model, which helps in
benefiting the organisation against the needed changes within the customer service. The needed
changes within the organisation is based on improving the customer service for gaining better
ratings from them. Thus it could be concluded that the agile lean approach that would be
implemented within the organisation would be benefited with the help of ADKAR model.

6REVIEW OF THE ADKAR MODEL
References
Kitapci, O., Akdogan, C. and Dortyol, I.T., 2014. The impact of service quality dimensions on
patient satisfaction, repurchase intentions and word-of-mouth communication in the public
healthcare industry. Procedia-Social and Behavioral Sciences, 148, pp.161-169.
McCann, J.T., Graves, D. and Cox, L., 2014. Servant leadership, employee satisfaction, and
organizational performance in rural community hospitals. International journal of Business and
management, 9(10), p.28.
Meesala, A. and Paul, J., 2018. Service quality, consumer satisfaction and loyalty in hospitals:
Thinking for the future. Journal of Retailing and Consumer Services, 40, pp.261-269.
Sweeney, J.C., Danaher, T.S. and McColl-Kennedy, J.R., 2015. Customer effort in value
cocreation activities: improving quality of life and behavioral intentions of health care
customers. Journal of Service Research, 18(3), pp.318-335.
Vogus, T.J. and McClelland, L.E., 2016. When the customer is the patient: Lessons from
healthcare research on patient satisfaction and service quality ratings. Human Resource
Management Review, 26(1), pp.37-49.
Wong, Q., Lacombe, M., Keller, R., Joyce, T. and O'Malley, K., 2019. Leading change with
ADKAR. Nursing management, 50(4), pp.28-35.