Question

Appliance america's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. the drivers have resisted using gps systems, claiming they know their territories. but managers are now encouraging them to look for the best solution to the increased level of customer complaints. appliance america is in the ________ stage of lewin's change model.

Answer 1

Appliance america is in the unfreezing stage of Lewin's change model. This stage is the first stage of change. Preparing the organization to accept that change is necessary and breaking down the existing status quo before the company builds a new way of operating are part of this stage. Appliance America in this stage must accept the fact that customer complaints have increased and search for solution.