Supporting your team to achieve great results
Change Management in Action
How Projex Unlimited changed a dog ranger's life
Projex Unlimited worked with a district council where the animal control team leader led a dog's life. Ninety-five percent of his time was taken up fielding complaints about animal control issues, or on the road trying to sort the issues out. He was so busy trouble-shooting there was no time for the proactive stuff - education and support for dog owners.
Projex Unlimited principal Suzie Patrick worked with him to identify options for changing the situation and to set some goals.
Not surprisingly, he wanted a drop in the number of complaints. How to make it happen?
When the council's customer service team started handling all the complaint calls the dog ranger's day changed dramatically. Suddenly he had much more time on his hands. He planned a round of visits to dog owners when there wasn't an immediate problem. The dog owners learned more about their responsibilities; the dog ranger learned more about their needs and practical problems. The council was able to respond with solutions like dog exercise areas.
Brochures about dog control were prepared. The dog ranger gave talks to community groups.
The streets became safer and complaints started to drop.
The council's whole animal control system was working more smoothly, too. Previously complaint calls had been entered manually in a book which served little useful purpose. Now, every call to the council was logged into the computer system. The history of individual cases could be tracked quickly and efficiently. Because the cases appeared on the council's computer mapping system, it was easy for the dog ranger to see where to concentrate his efforts.
Previously computer illiterate, under Suzie's tuition the dog ranger quickly picked up computer skills. He could see the benefits. In turn, he trained new dog rangers using files he had created on the computer.
Organisational change had completely
transformed his job - and his life. Not surprisingly, he was much happier
with his new one!