MBA630 Organisational Change And Development

MBA630 Organisational Change And Development

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MBA630 Organisational Change And Development

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MBA630 Organisational Change And Development

1 Download3 Pages / 638 Words

Course Code: MBA630
University: Curtin University

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Country: Australia

Question:

You are the manager of an insurance sales company in Sydney. You have had your end of year review and found that despite sales being strong and on-target for the year, head office have told you that you will lose 4 of your 15 sales staff due to lack of finances. They have challenged you to continue to lead the team, setting you 3 main objectives: –

Ensuring sales don’t decrease next year
Making sure morale stays high despite redundancies
Staff satisfaction – having staff who still want to work for the company.

Answers:

Background
TAL was initially referred to as Tower life insurance. Accordingly, TAL is currently a leader with speciality in life insurance products hence it is among the top most recommended insurers across Australia. Accordingly, TAL life insurance is rated among Australia’s biggest non-bank-owned life insurance organisations with a customer population of approximately 4 million (Insurance, 2018). Subsequently, TAL life insurance offers a range of services such as sickness cover, accident cover, adventure sport cover, as well as TPD income protection.
However, TAL life insurance is being faced by a major challenge that is the emergence of novel risks. Indeed, the rapid technological advancement has led to the technology changes which has come with novel risks to the insurance sector. Cyber threats as well as cloud risk have now become extra threats to the insurance industry thus TAL Life insurance being one of the covers is not exempted. For instance, Ransomware which is the contemporary form of cyber-attack has become a key challenge to international insurance business. Therefore, despite the emerging challenges taking in the insurance sector, TAL life insurance has advanced the following objective for its operations in the coming year.
To be able to maintain a strong market position through offering exemplary secure services in a customer friendly manner using well-structured track claim payment.     
Continuous Improvement Systems and processes
In order to ensure that TAL life insurance does not drop its sales it will be realised through the following processes.
Keeping the customer happy: Research has shown that the best the way for insurance to keep its clients happy is through acknowledging that lean plays a significant role ensuring happy consumers (Liker, & Ross, 2017). Accordingly, lean help to shorten the lead times regarding claims procedures as well as improving the quality of services offered to customers. Therefore, TAL insurance will work round the clock to ensure that it prioritise its customers by developing insurance processes that will quicken the customer’s claim process.
Develop a problem solving culture: TAL insurance will develop the lean enterprise which is a problem-solving culture. Accordingly, by being lean it means that TAL should work to ensure that all its employees within the organisation get focused on eliminating and identifying the cause of the problems facing it. Therefore, TAL insurance should provide its workforce with the necessary tools as well as the freedom to involve in insurance processing improvement (Wiesböck, 2017).      
Performance Strategies
TAL insurance can improves its operations by undertaking benchmarking. Certainly, benchmarking will aid customers to assess the organisation’s performance by relating it with the leading industries by unmasking the areas that need enhancement operations as well as customer service (Ramamoorthy, 2018).
Policy administration: TAL insurance should help its clients to improve the morale of its employees, customer service as well as efficient costs through system upgrade and processes to enhance seamless consumer experience throughout the product lines.   
How to manage opportunities for further improvement
TAL life insurance should develop an enterprise cost management. In so doing, this will aid customers to develop a sustainable cost-effective plan to manage resources to support the organisation’s objectives.
References
Insurance, T. (2018). Reviewing TAL Life Insurance | Products, Benefits & Claims. Retrieved from https://www.comparingexpert.com.au/life-insurance/tal/
Liker, J. K., & Ross, K. (2017). The Way to Service Excellence: Lean Transformation in Service Organizations. McGraw-Hill Education.
Ramamoorthy, R., Gunasekaran, A., Roy, M., Rai, B. K., & Senthilkumar, S. A. (2018). Service quality and its impact on customers’ behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector. Total Quality Management & Business Excellence, 29(7-8), 834-847.
Wiesböck, F., Li, L., Matt, C., Hess, T., & Richter, A. (2017). How Management in the German Insurance Industry Can Handle Digital Transformation.

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