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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.


Sample Answer

Compelling correspondence is essential to the achievement all things considered but since of the changing idea of the present working environments, successful correspondence turns out to be more troublesome, and because of the numerous impediments that will permit beneficiaries to acknowledge the plan of the sender It is restricted. Misguided judgments.In spite of the fact that correspondence inside the association is rarely completely open, numerous straightforward arrangements can be executed to advance the effect of these hindrances.

Concerning specific contextual analysis, two significant correspondence standards, correspondence channel determination and commotion are self-evident. This course presents the standards of correspondence, the act of general correspondence, and different speculations to all the more likely comprehend the correspondence exchanges experienced in regular daily existence. The standards and practices that you learn in this course give the premise to additionally learning and correspondence.

This course starts with an outline of the correspondence cycle, the method of reasoning and hypothesis. In resulting modules of the course, we will look at explicit use of relational connections in close to home and expert life. These incorporate relational correspondence, bunch correspondence and dynamic, authoritative correspondence in the work environment or relational correspondence. Rule of Business Communication In request to make correspondence viable, it is important to follow a few rules and standards. Seven of them are fundamental and applicable, and these are clear, finished, brief, obliging, right, thought to be, concrete. These standards are frequently called 7C for business correspondence. The subtleties of these correspondence standards are examined underneath: Politeness Principle: When conveying, we should build up a cordial relationship with every individual who sends data to us.

To be inviting and polite is indistinguishable, and politeness requires an insightful and amicable activity against others. Axioms are notable that gracious “pay of graciousness is the main thing to win everything”. Correspondence staff ought to consistently remember this. The accompanying standards may assist with improving courtesy:Preliminary considering correspondence with family All glad families have the mystery of progress. This achievement originates from a strong establishment of closeness and closeness. Indeed, through private correspondence these cozy family connections become all the more intently. Correspondence is the foundation of different affiliations, building solid partners of obedient devotion, improving family way of life, and assisting with accomplishing satisfaction (Gosche, p. 1). In any case, so as to keep up an amicable relationship, a few families experienced tumultuous encounters. Correspondence in the family is an intricate and alluring marvel. Correspondence between families isn’t restricted to single messages between families or verbal correspondence.

It is a unique cycle that oversees force, closeness and limits, cohesiveness and flexibility of route frameworks, and makes pictures, topics, stories, ceremonies, rules, jobs, making implications, making a feeling of family life An intelligent cycle that makes a model. This model has passed ages. Notwithstanding the view as a family and family automatic framework, one of the greatest exploration establishments in between family correspondence centers around a family correspondence model. Family correspondence model (FCP) hypothesis clarifies why families impart in their own specific manner dependent on one another ‘s psychological direction. Early FCP research established in media research is keen on how families handle broad communications data. Family correspondence was perceived as an exceptional scholastic exploration field by the National Communications Association in 1989. Family correspondence researchers were at first impacted by family research, social brain science, and relational hypothesis, before long built up the hypothesis and began research in a family framework zeroed in on a significant job. Until 2001, the primary issue of the Family Communication Research Journal, Family Communication Magazine, was given. Family correspondence is more than the field of correspondence analysts in the family. Examination on family correspondence is normally done by individuals in brain science, humanism, and family research, to give some examples models. However, as the popular family correspondence researcher Leslie Baxter stated, it is the focal point of this intelligent semantic creation measure making the grant of family correspondence special. In the field of in-home correspondence, correspondence is normally not founded on autonomous messages from one sender to one beneficiary, yet dependent on the dynamic interdependency of data shared among families It is conceptualized. The focal point of this methodology is on the shared trait of semantic development inside family frameworks. As such, producing doesn’t happen in vacuum, however it happens in a wide scope of ages and social exchange.

Standards are rules end up being followed when performing work to agree to a given objective. Hierarchical achievement relies significantly upon compelling correspondence. So as to successfully impart, it is important to follow a few standards and rules. Coming up next are rules to guarantee powerful correspondence: clearness: lucidity of data is a significant guideline of correspondence. For beneficiaries to know the message plainly, the messages ought to be sorted out in a basic language. To guarantee that beneficiaries can without much of a stretch comprehend the importance of the message, the sender needs to impart unmistakably and unhesitatingly so the beneficiary can plainly and unquestionably comprehend the data.>

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