COLLECTION NAME:
Graduate Thesis Collection
Record
Title:
How Service Design Tools Can Contribute to Improving Communication Toward Change in Chinese State-owned Enterprises (CSOEs): A Case Study of a Top-100 Tech-based CSOE
Creator:
Zhu, Wenting
Subject:
Thesis (M.F.A.) -- Service Design
Subject:
Savannah College of Art and Design -- Department of Service Design
Rights:
Copyright is retained by the authors or artists of items in this collection, or their descendants, as stipulated by United States copyright law.
Abstract:
Chinese State-Owned Enterprises (CSOEs) have already implemented reform (CSOE’s organizational change) for over 40 years. However, they still encounter multiple issues when communicating change with employees. This thesis aims to understand how Service Design tools (SDTs) can improve communication towards change following a “Double Diamond” research process. The research uses CIS, a typical CSOE, as a case study to understand the problem space in its current communication ecosystem (CCE) and design a new communication model – ERSRCS with Service Design (SD) 4C toolkit. The final prototyping finds out that the SDTs can improve communication towards change by 1) providing a two-way communication channel, 2) creating a stress-free communication environment, 3) facilitating effective discussions, 4) aligning employees by thinking deeply and holistically, 5) alleviating burdens on MMs, and 6) the ability to be conducted anytime anywhere. Research also indicates the weaknesses of SDTs, including 1) lack of confidentiality, 2) high requirements on the host, and 3) no immediate benefits.
Keywords: Organizational Change, Communication, Service Design, Service Design Tools, Chinese State-owned Enterprise.
Keywords: Organizational Change, Communication, Service Design, Service Design Tools, Chinese State-owned Enterprise.
Publisher:
Savannah, Georgia : Savannah College of Art and Design
Date:
2021-11
Format:
1 online resource: 1 PDF (Thesis, 158 pages, color illustrations, graphs)