個案資料

This case study describes how ZEISS Vision Care China, a subsidiary of the Germany-based ZEISS Group, was transforming itself into a service-oriented business. After the implementation of the transformation towards an agile organization-which involved digitalization and a radical organizational change-the company was beset with numerous issues in 2021, such as chaotic work processes, the increased workload of all staff, the resignation of critical personnel, and customer complaints. On top of that, some executives expressed concerns during a strategy meeting with Winston Yang, General Manager of ZEISS Vision Care China, regarding the need for such a radical overhaul, especially considering the company's already robust annual growth rate. Some executives even suggested the transformation should be postponed. The unexpected and challenging situation of the company forced Winston Yang to ask himself whether it would be necessary for the company to continue with such a high-risk organizational transformation.

• Service management
• Employee satisfaction
• Digital transformation
• Employee training
• Strategy
• Change management
• Customer relations
• Employee experience
• Customer satisfaction
• Customer experience
• Organizational transformation
• Leading change
• Customer service
• Service innovation
• Organizational change
• Business growth