Sample IT Paper on AT&T Incorporation


AT&T Incorporation

Organizations are increasingly becoming aware that leadership plays a crucial role in driving them towards their goals and objectives. Leaders have the task of restructuring and transforming the organization in key areas that aim at meeting customers at their point of need as well as fulfilling market demands as and when they arise. In such a scenario, transformational leaders are the ideal people to bolster performance and ensure value based leadership techniques are widely utilized to transform the business into something bigger than before. Leaders, ought to stay focused and determined enough to spearhead the organization’s key endeavors while aiming to satisfy the unpredictable rising needs of customers.

Losing the focus will only mean that the leader has failed to perform his or her task accordingly and the organization’s failure is in the looming. To avoid such incidences, it is imperative for organization leaders to settle conscientiously those leadership styles and strategies that aim at improving the overall performance of the organization from various perspectives. Certainly, leaders are the backbone of any organization whereby all employees look up to such influential persons to stay focused and foster the best way ahead towards meeting its goals and objectives among them being meeting or even exceeding the expectations of their customers both in service provision and in products. Clear leadership roles should be spelt out clearly and in the best way possible to enhance efficiency in the running of the organization while ensuring that the organization is always ready and willing to give its customers more than what they expected, which will then help to win their loyalty and keep the business flourishing. Additionally, a good leader should strive towards achieving a competent organizational structure that reflects nothing less than success throughout the life of the organization.

This paper explicates the case of AT&T Incorporation identifying key challenges and barriers to the success of the company leading to its failure to meet its customers’ expectations as well as an in-depth analysis of leadership roles needed to bring change and bolster the company towards achieving its goals.
According to Sander & Bobo (2012), AT&T Inc. is the leading Dallas based telecommunications service provider in the United States, whose operational segments include wireline and wireless communication and other services and products through its affiliates and subsidiaries all over the United States and other international destinations. Formally, it operated under the brand name of SBC Communications Inc. pending 2005 when it changed its name to AT&T Inc. up to date.

The company’s wireline segment encompasses the provision of dial-up internet services, U-verse services, enterprise network services, Wi-Fi services, and packet services as well as local and international voice services for a wide array of business applications such as sales and reservation centers among other services. Its wireless segment as well offers both voice and data communication services, sells AT&T branded handsets, and wireless data cards to various individuals with personal computers among other products and services. The company has experienced tough times during its operations since its inception in 1983 having to stomach dubious distinction as America’s worst performing cell phone company. Lately, the company has had to concede to a number of criticisms after rated with poor performance in terms of customer satisfaction according to customer reports.

Information Gatekeepers (2013), explains that currently, AT&T faces three main challenges, which include awful performance, absolute abysmal customer service, and poor value. Apparently, AT&T has been noted with a lot of concern for being the incompetent and unresponsive to new and emerging customer needs. Notably, the company has been lagging behind on 4G technology, which is the latest technology that that enables customers who use smartphones to access and browse with a relatively high speed. The company has also been using fiber optic-based network in provision of TV services to its mere 2 million U-TV customers, which has not worked either as customers keep complaining of poor network reception among other complains.

Information Gatekeepers (2013) explicates that despite the company’s downs, it has a chance of overcoming all the aforementioned challenges should it consider undertaking organizational changes that might help to deal accordingly with these challenges. Embracing these changes would enhance the company to face any form of challenge and keep the company aware of imminent consumer behaviors that the company ought to prepare for and strategize on the best way to go about them. Certainly, when organizations start to experience such turbulent times as those of AT&T, the problem must be emanating from leadership and in such a case, organizational change is necessary. Regarding the case of AT&T Company, embracing structural change, task change, and technological change would be the best thing to do in a bid to save the reputation of the company. Structural change would include restructuring and reviewing of the various spans of authority as well as centralization of authority despite the company’s operations with a number of subsidiaries.

Structural change will enhance quick decision making without having to consume much of a time and thus increasing on efficiency for the benefit of the company. Efficiency will enhance the company and augment its responsive ability to various emerging issues as well as drive the company to greater desirable heights than now. Embracing the change in terms of task will involve a review of the job design geared towards excellence and competence in terms of quality services and products that not only aim to meet customers’ needs and wants but also exceed their expectations. On the other hand, it would be necessary for the company to embrace change in technology in terms of quick absorption of the latest technological arrivals in various aspects to enable the company serve their customers appropriately. Apparently, the company’s technological response is slower besides it being unable to implement competent technology policies that enhance good customer relation in the long run.

For effective change, there is need for AT&T Inc. to settle for an effective change model and utilize it effectively so that the impact is felt and the organization is able to focus on success. Phillips & Gully (2011), elucidates that Lewin’s Force Field Organization Change Model is a classic organizational change management model proposed by Kurt Lewin in 1951. According to Lewin, an organization is a system held by identical conflicting forces in a constant balanced state. He therefore proposed this model on the basis two assumptions, which included the existence of the driving forces for change in an organization and the presence of opposing forces that stand against change. As such, he devised a three-stage process of implementing change to an organization regardless of the nature of the change needed.

The first stage of implementing change as opined by Lewin involved the creation of motivation to change, which he called the process of unfreezing. Under this stage, AT&T Company will need to induce a motivational program for its employees in a bid to prepare them to the imminent changes as far as task, embracing new technology, and structural changes are concerned. Unfreezing will help to do away with retrogressive organizational culture and eliminate the status quo because of the fact that organizational culture is the main obstacle that poses threat and resistance to any form of change. The second crucial stage is adjusting the equilibrium, which will involve implementing of the actual change and developing of a new organizational culture for the benefit of the company in its endeavors. This change may be achieved through three main approaches, which include moral persuasion, re-education, and use of force against forces impeding the change. The third and final stage of implementing change is refreezing, which takes into account the establishment of new norms, regulations, punishments or rewards that have to be done preferably on regular basis for the change to be effective. As such, the company will be able to focus on customer needs and wants with the aim of exceeding their expectation in terms of service delivery and products offered.

Accordingly, the role of the leader who is the chairperson as well as the chief executive officer of AT&T Company has to dominate for successful implementation of the imminent change. Transformational leadership styles have to be take precedence because they have a significantly crucial role in implementing and retaining the required change for AT&T Company. In the field of implementing task change, the leader has to consider a director leadership style in a bid to get b the tasks done in the best way possible to improve the company’s performance. This style will ensure that the leader uses his or her directive in ensuring that whatever is to be undertaken in an organization is achieved.

The style keeps the team focused on organizational goals through supervision and delegation of duties while ensuring that the leader seizes the wider perspective of the firm. Additionally, autocratic leadership style will help in policymaking, make key decisions regarding the future of the organization as well as dictate and assign tasks to each member to enhance a focused environment for employees in a bid to achieve the desired goals and objectives of the company. Better still; the leader should exemplify a high degree of intelligence, social maturity and breadth, inner motivation and achievement desires, and good human relation attitudes for the sake of improving the company’s image. The proper use of the abovementioned approaches to change will enable the leader induce motivation for change as well as achieve the desired goals for the organization.

There are impediments that hamper the success of an organization in its endeavors and no matter how an organization may struggle, there will be success guaranteed if these impediments are not identified, analyzed, and controlled. Information Gatekeepers (2013) reiterates that resistance to change, poor leadership styles, poor customer relations, and corruption among managers leading to embezzlement of funds meant for investment are the key barriers to success. Resistance to change is a major barrier to the success of any organization, which therefore means that an organization will not be able to keep abreast with latest trends in technology, management, and other fields within an organization. Change is an inevitable and yet a significantly phenomenal thing worth the attention of any organization.

Change encourages success as it develops ways and means towards which an organization can easily identify its strength and weaknesses allowing it to strategize on the best way forward to achieving the desired goals and objectives, hence inviting success for the organization’s operations. Additionally, poor leadership styles hamper success by allowing poor implementation of policies and strategies that are worth driving an organization towards realizing its goals. Indeed, poor leadership plays a great role in impeding success of an organization because leaders are the drivers of the organization and failure to execute their duties and responsibilities appropriately means failure of the organization. On the other hand, corruption allows leaders to misuse funds for self-gratification leading to unavailability of funds for investment when needed.

To overcome the aforementioned impediments, there is need to develop a plan that will help in dodging these barriers and instead make them stepping-stones to success. Communication and education as well as the participation and involvement of employees in implementing change will reduce chances of resistance to change and thus allowing the smoothening of the road to success. It will also be prudent for the leader to identify and analyze the nature of his employees in a bid to allow him or her to employ appropriate leadership style that seeks to motivate employees into improving their performance and thus allowing the company to move towards its success.

Appropriate leadership styles will enable the company to focus on the primary goals of the company as well as give employees the morale to work responsibly towards fulfilling the organizational goals. Moreover, the organization can scrape out any corrupt leader within the premises by seeking to test their integrity through various ways and means to reduce embezzlement of funds and allow the organization to focus on profitable investments rather than fulfilling personal goals at the expense of the organization’s money and other resources. In addition, the organization can develop a good customer relationship by always seeking to satisfy their needs and wants.

In conclusion, this paper has explicated the case of AT&T Incorporation, which has consistently performed poorly due to failure to meet its customers’ expectations. The paper has identified three key challenges that face the company ranging from awful performance, absolute abysmal customer service, and poor value. In addition, the paper has covered three organizational changes that are necessary for the company to be able to address these challenges accordingly. Therefore, as regards to the changes required in addressing these issues, the paper has elucidated Lewin’s Force Field Organization Change Model that is crucial in implementing the said changes.

Additionally, the paper delved into an in-depth analysis of leadership needed to bring change and bolster the company towards achieving its goals. The paper has also dealt accordingly with the barriers that hamper organizational strive for success leading to failure in meeting customers’ expectations as well as the plan to overcome these impediments allowing the organization to achieve its goals and thus succeeding in its operations. Indeed, the paper has unveiled that, leaders play a big role in the running of an organization and the choice of the leadership styles and skills to use in managing the activities of an organization determine the path followed by the organization. Therefore, the failure of the leader is the failure of the organization and vice versa.

Information Gatekeepers, I. (2013). MAN: A Monthly Newsletter Covering Worldwide Developments in the “Metropolitan Area Networks” Markets, Applications, Technology. New York: Information Gatekeepers Inc.
Phillips, J. M., & Gully, S. M. (2011). Organizational Behavior: Tools for Success. Cengage Learning: New York.
Sander, P., & Bobo, S. (2012). The 100 Best Stocks to Buy in 2013. Chicago: Adams Media.