100% Original, Plagiarism Free, Tailored to your instructions

Order Now!

Management of change

Zippy Insurance Ltd is a medium sized insurance company, employing
approximately 250 people in the north of the country. Its main lines of business
include home, business, and motor insurance. Zippy operates primarily in two major
cities, and has always taken pride in its level of customer service, its local
knowledge, and its ability to offer a flexible service tailored to individual client needs.
In this regard, the company employed 25 customer service reps across its two main
locations. It was the responsibility of these staff to deal with customer enquiries,
manage customer relationships, and provide a first point of contact for customers
claims. All of this required that they liaise closely with other departments in ensuring
that customer needs are met. The 25 reps were all very experienced, knew many of
the clients by name and were able to offer a very effective, tailored service. In
addition, customers and prospective customers were free to drop in to one of the
company’s offices to sort out enquiries and claims face-to-face.
Although the company has always been profitable, eight months ago, largely at the
behest of the Finance Director, the Board of Directors decided to instigate a move to
online selling only, and to switch the customer service department to an online
facility – in future, all customer interaction would be online, with all enquiries,
notifications of changes and claims either directed automatically to the relevant
department or responded to with an automat reply generated by the computer
system. The Board believed this move WOUIWW
toexpgnd nationwidfie. Further, they believed that the change would enhance
customer service and ensure prompt response to enquiries. The change was
planned exclusively by the Board, who worked closely with Ace Systems, a software
design company in the design of the new online system. Staff were made aware of
the proposed change via a mass email when the new system was almost ready for
use, although they had suspected for a long time that major changes were imminent.
Four weeks before the changeover all staff were required to attend a mandatory one
hour online training programme on the new system, and despite the fact that the
change would have a significant impact on everyone’s work, this was all the support
which was provided. Twenty two of the 25 customer services reps were informed via
email that they would be given the opportunity to retrain for transfer to other
departments within the company, while the remaining 3 would remain as
It is now two months since the change was made. Staff morale across all employees
has decreased significantly for a number of reasons – not least the facts that they
cannot see what benefits the new system was intended to deliver, and the system
itself is unable to cope with the variety of different customer needs. In response,
many employees are now usingmanual ‘work-arounds’ to overcome shortcomings in
the system and are effectively continuing with old working practices, while others are
‘working strictly to rule’ and are quite content when the new system fails to cope with
a customer’s needs to simply ignore the issue. Concerns have been raised with
senior management but these have been largely ignored, or been responded to with
generic references to the system’s technical manual. Employee absenteeism is
increasing, and senior management have noticed the development of a less
cooperative attitude on the part of employees. For example, staff are less willing to
take on voluntary additional duties, or work flexibly (such as staying late to deal with
backlogs). Customer dissatisfaction is also increasing, in relation to both the failings
of the new system and the loss of personal service. Finally, staff feel that they have
made significant efforts to make the new system work, but in return have received no
recognition or rewards from management for their efforts.
Questions (answer ONE of the following): 7 s‘
1. Planned change has been defined as “a situation where a change agent takes
deliberate actions with the aim of moving the organisation or part of one from
one state to another” (Senior and Swailes, 2010). Using a planned change
model of your choosing, critically evaluate the approach adopted by Zippy’s
Board, discussing in detail the steps which could have been taken to make the
process more effective.
2. Using the case for illustration, critically analyse the reasons why individuals or
groups might resist change. How is resistance typically manifested? Critically
evaluate the options which are available to management in attempting to
overcome resistance.
Management of Change Assignment
Choose Q1 to answer.
Q1. Planned change has been defined as “a situation where a change agent takes deliberate actions with the aim of moving the organisation or part of one from one state to another” (Senior and Swailes, 2010). Using a planned change model of your choosing, critically evaluate the approach adopted by Zippy’s Board, discussing in detail the steps which could have taken to make the process more effective.
1. Introduction should followed by why planned change occur, define planned change, critic analysis – Lewin, why essay choose Lewin
2. Body should followed by 3 parts. (Case Zippy fist? Lewin’s model to describe, recommend)
Lewin’s 3 step as the main model and 3 parts, and Kotter’s model to assist.

Our Service Charter

  1. Excellent Quality / 100% Plagiarism-Free

    We employ a number of measures to ensure top quality essays. The papers go through a system of quality control prior to delivery. We run plagiarism checks on each paper to ensure that they will be 100% plagiarism-free. So, only clean copies hit customers’ emails. We also never resell the papers completed by our writers. So, once it is checked using a plagiarism checker, the paper will be unique. Speaking of the academic writing standards, we will stick to the assignment brief given by the customer and assign the perfect writer. By saying “the perfect writer” we mean the one having an academic degree in the customer’s study field and positive feedback from other customers.
  2. Free Revisions

    We keep the quality bar of all papers high. But in case you need some extra brilliance to the paper, here’s what to do. First of all, you can choose a top writer. It means that we will assign an expert with a degree in your subject. And secondly, you can rely on our editing services. Our editors will revise your papers, checking whether or not they comply with high standards of academic writing. In addition, editing entails adjusting content if it’s off the topic, adding more sources, refining the language style, and making sure the referencing style is followed.
  3. Confidentiality / 100% No Disclosure

    We make sure that clients’ personal data remains confidential and is not exploited for any purposes beyond those related to our services. We only ask you to provide us with the information that is required to produce the paper according to your writing needs. Please note that the payment info is protected as well. Feel free to refer to the support team for more information about our payment methods. The fact that you used our service is kept secret due to the advanced security standards. So, you can be sure that no one will find out that you got a paper from our writing service.
  4. Money Back Guarantee

    If the writer doesn’t address all the questions on your assignment brief or the delivered paper appears to be off the topic, you can ask for a refund. Or, if it is applicable, you can opt in for free revision within 14-30 days, depending on your paper’s length. The revision or refund request should be sent within 14 days after delivery. The customer gets 100% money-back in case they haven't downloaded the paper. All approved refunds will be returned to the customer’s credit card or Bonus Balance in a form of store credit. Take a note that we will send an extra compensation if the customers goes with a store credit.
  5. 24/7 Customer Support

    We have a support team working 24/7 ready to give your issue concerning the order their immediate attention. If you have any questions about the ordering process, communication with the writer, payment options, feel free to join live chat. Be sure to get a fast response. They can also give you the exact price quote, taking into account the timing, desired academic level of the paper, and the number of pages.

Excellent Quality
Zero Plagiarism
Expert Writers

Instant Quote

Single spaced
approx 275 words per page
Urgency (Less urgent, less costly):
Total Cost: NaN

Get 10% Off on your 1st order!