This doctoral thesis describes three case studies of service engineers participating in organizational change, interacting with managers and consultants. The study investigates the role of differences in professional discourse and culture when these three professional groups interact in organizational change, and how this affects the change result. We bring together two scientific fields, first change management and second, linguistics. The intersection represents the overlapping field of professional discourse and culture. The research design was an explorative multiple case study using qualitative linguistic analyses. The study found that successful organizational change is the result of interaction between professional culture, the organizational culture and the organization/change context. The differences between the professional cultures and discourses can hamper the change process. The practical contribution of this study might be the increased awareness among professionals about their own professional, and often implicit, assumptions. Managers, consultants and service engineers have to be aware of the group dynamics and the specific role of their own typical professional discourse and culture in a change project setting.
Many companies struggle with their workplace strategy and corporate real-estate strategy, especially when they have a high percentage of knowledge workers. How to balance employee satisfaction and productivity with the cost of offices.This project focused on developing methods and tools to design customer journeys and predict the impact of investments and changes on user satisfaction with the work environment. The tools, including a game and simulation tool, allowed to focus on the needs of particular subgroups of employees while at the same time keeping an overview on the satisfaction and perceived productivity of all employees and guests. We applied Quality Function Deployment techniques to understand how needs of different types of users of (activity-based) office environments can catered for in smart customer-centric office design.
