Case | HBS Case Collection | January 2008 (Revised May 2008)

Comcast New England: A Journey of Organizational Transformation

by Michael Beer and Anita Arun

Abstract

This case describes how Kevin Casey, Comcast's New England Region general manager, transformed a low commitment and performance organization. When he took charge of this Comcast region he inherited an organization that was bureaucratic, had low customer satisfaction, and was performing poorly. The case describes the transformation journey from 2003 to 2006. The case describes the changes in the senior team, structure and processes of the organization. It follows two illustrations of a powerful employee engagement process for honest conversations between the senior team and the organization which Casey and his top team believe was an essential ingredient in the success of the transformation. The case ends with a review of changes in financial performance, employee attitudes and customer satisfaction. The case describes the important role that the human resources function played in facilitating the change process, and it describes the transformation of its role from transactional to strategic.

Keywords: Transformation; Interpersonal Communication; Customer Satisfaction; Employee Relationship Management; Management Teams; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Performance Improvement; Telecommunications Industry; New England;

Citation:

Beer, Michael, and Anita Arun. "Comcast New England: A Journey of Organizational Transformation." Harvard Business School Case 908-405, January 2008. (Revised May 2008.)