AbstractsBusiness Management & Administration

Nowadays, organisations are making lot of changes in their services and in-side the organisation. The world is more demanding and change seems to be relevant to every organisation. A few decades ago, it was more stable within organisations, the demand was not as big as these days and strategies were not needed as much. Change process in directory assistance faces lot of challenges on its way, especially if the way of doing the service is radically changed. That is why the change process has to be handled professionally to get the wanted result – successful change in directory assistance. The objective of this thesis was to make a small handbook for Fonecta and other directory assistance companies around the world to use, which are con-sidering changing their service. The research problem sought to investigate the way the change process was done at Fonecta. The research question to be answered was: How well has Fonecta succeeded in making strategic changes in their directory assistance? John Kotter’s theory of eight steps of successful change is used as a basis in this research. This theory was chosen due to its importance in the business world. The research method was the interview. Interviews were chosen in order to get comprehensive answers to questions. Also the possibility to ask extra questions was relevant when choosing the research method. As a result of this thesis, development ideas were provided to Fonecta for future use when continuing the change process in directory assistance. Also a handbook summarising the strategies and ideas that were found in this thesis was made.