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Problem Solution: InterClean, Inc.

InterClean, Inc. is about to experience a crucial period of change. This company, in this $8 million dollar industry, wants to head in a different direction. David Spencer, the CEO, wants to transform this organization from a company that specializes in cleaning supplies into a company that can be the multi-purpose provider of all aspects of cleaning and sanitation. The implementation of this change will be extremely important. The effective management of employees, both current and new (acquired and new hires), will be challenging.

Situation Background (Step 1)

Within the institutional and industrial cleaning and sanitation industry, customers are no

longer concerned with (the) just the effectiveness of the product against the dirt and germs but they are seeking the full package of cleanliness. Clients are searching for answers to the requirements that are being forced upon them from the environmental safety divisions. Companies such as InterClean will have to not only provide cleaning and sanitation products but will also have to offer solutions and services in an effort to streamline their client's efforts.

David Spencer, CEO, wrote in his memo to the employees that "Our goal is to provide a full spectrum of cleaning services and solutions that will become our major avenue for sales. InterClean is looking to provide a solutions-based talented sales team, and these goals will be accomplished with the right individuals in place" (University of Phoenix, 2004). This is the exact direction and end-state that InterClean is aiming for. They want to provide a talented and educated sales team to their customers that will have the ability to present a customer-based service package that includes both products and education in the cleaning industry. "Future profitability hinges on fulfilling this need" (University of Phoenix, 2004).

Issue Identification

In an effort to coordinate this effort of implementing a new plan of being able to offer the magnitude of cleaning and sanitation services that InterClean is aiming for, the leadership group, together with the human resources staff, is going to have to effectively mange this change. According to recent research in the HR field, "organizations are failing to manage change effectively and this is causing an increase in stress, harassment and conflict at work" (Research and Results, 2005). In addition, "research authors, Linda Holbeche and Claire McCartney, claim

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