DESAN Research solutions is an organization aimed to provide solutions to their clients by performing several type of surveys, questionnaires and collecting quantitative data.  To perform this activity it uses software and hardware tools and well trained human resources. The activity can be telephone based, paper based or online data collection. 

The goal of this organization is to provide the appropriate solution or data rapidly and in the most flexible way. Flexibility is its one most important behavior. This is because it uses all kinds of tools and techniques for this purpose. The most important software tools used for this purpose is built by own. Therefore it uses:

a.     CATI - a powerful software for telephone number management system and it can take care of sample management, quota control and interviewer demonstration. CATI contains four parts: IT manager, IT coder, IT agent and IT translate. . (Widely used 50%

b.     CAPI – IT is also running on Pocket PC OS now with the unique GPRS connectivity so one can download the questionnaire from your internet server and get the answers directly returned. The major advantage is central control of input and output; any change in the questionnaire is forwarded automatically to the PDA's wherever they are; One can use quotas and check the answers of the respondents directly after completing the interviews. ( less  used but of potential in  future)

c.     IT Web – This is used for online interviewing and tabulation on www. This tool can use the CATI, CAPI as well as separate web based interviewing using the same questionnaire. ( used equally as CATI -50% and is in increasing trend )

d.     Online system-Web based and complete online interviewing system which can provide full fledged online solution (emerging trend and high potential). 

2. Case- Problem Statement: 

2.1. The Shift:

At present and before the telephoning interviewing (CATI software) has been predominant tool used for data collection. It is powerful and effective but the technological innovation  makes this CATI tool as old. Day by day online system and data collection is becoming predominant in this sector. This is due to the nature and objectives of this sector. The online tool can provide:

a.     wide response rate

b.     cost effective

c.     careful target and easy to complete

d.     easy accessibility

e.     inclusion of stakeholders

f.      expansion of the range and depth of inquiry 

This does not mean it does not have any limitations and inefficiency compared to older system. It can be problem with calculating response rate. Similarly it also makes the appearance of recipient name. There can be other simple limitations as well. But still this is not much influencing compared to its efficiency. 

2.2. Context of change:

Because of the above stated reason, the use of tool is changing from system based (CATI) and combined CATI and IT web to complete online solution. This is not spontaneous and from will inside the organization but because of innovations and competitions.  The need of shift due to the change in technology can influence inside as well as outside the organization. It can influence in the structural, functional and behavioral nature of the whole organization and the clients.  The influence in internal composition of organization can include senior leaders, project team, managers and supervisors, employees (interviewer and other). Similarly the external clients can have the same imprints of these changes.  

2.3. Objective:

The main goal of this problem statement is to:

1. Diagnose the change (structural, cultural) that is occurring inside the organization and outside (the relation with clients).
2. Prediction of results that change can bring.
3. Formulating the possible path/solution to address the change process.
4. Implementation of findings to manage the change process

3. Conclusion: