Lean Change Canvas

Lean Change Canvas
Vision: What’s the vision for this change?
The vision of the change is to bring improvements in the decreasing licensing
processing time having increased the licensing accountability to the stakeholders,
advancing the customer service, decreasing the customer dissatisfaction, equalizing
the workload within the bureau, decreasing the legislative correspondence, reducing
the overtime and decreasing the work backlogs.
Importance: Why is this change important to our organization?
The change is important for the organization as it will modify the service
procedures, increase the customer satisfaction keep the employees motivated
when there will be equal workload in the bureau. The reduction in the
overtime will help the employees balance their work and life, and provide error
free works. In a nutshell, it will help to advance the organization’s
operations, its reputation and the revenues as a whole.
Success Measurements: How will we measure success?
Some of the basic metrics to measure success will be profitability, number if
customers, satisfaction level of the customers, the satisfaction of the employees, the
level of learning and knowledge along with how the time is spent by the
organization. The financial report will show the economic profitability, the research
on the number of the customer and their feedbacks will show whether the change has
satisfied them, he employee feedbacks will also be taken to know whether they are
satisfied at all with the change, the monitoring on the past mistakes to ensure that
they are not repeated again will show whether there is a learning culture developed
in the organization or not, and the time spent on each task will determine whether
ewe are successful or not in terms of time management.
Progress Measurements: How will we show progress toward our vision?
The progress towards the vision of the organization will be measured by
setting certain metrics based on which it will be determined whether we are
focused towards our vision. The progress towards the vision will be measured
by the key performance indicator or the KPI. It is a measurable value which
demonstrates how effective a company is in achieving the key business
objectives. The high –level and SMART KPI will be used to make the
progress specific, measurable, attainable, relevant and time-bound.
Who and What is affected?: What people, departments, and processes need to change in order to realize our vision?
The actuaries, the insurance examiners, the insurance claims clerks, the customer service representatives, the loss control specialists, the sales agents and the insurance
underwriters are the people who are required to change working styles to be aligned with the vision of the company. The departments like claims , commercial lines
underwriting, customer services , finance, the human resource, the IT and marketing departments are assumed to be affected and must change their operating processes
for realizing the vision of the organization.
How will we support people?: What actions will we (the change sponsors and change team) do to support people through the change?
The people and the departments will be supported with proper communication, education and training to make the change a success. We will follow Kurt Lewin’s
theories related to change, and apply the technique of unfreezing, change and freezing. The members of the organization will be educated, trained as per the
requirement of the change, communicated about the benefits of the change and make them feel open to discuss their queries and opinions.
What is our plan?
Options:
A list of possible
experiments
1. The competitor
analysis
2. The customer
survey and
interviews
3. Bucket testing
4. Preselling
5. Landing pages
1 month
Experiments likely to be
introduced in about a
month
The competitor analysis
will show how the
other similar
organizations are
providing service to the
customers and being
preferable to them.
Next
The next most important
changes to introduce
The customer survey
will help to know what
do they want and what
difficulties they face
while operating with
this organization. It will
reveal their demands,
expectation and
satisfaction levels.
Prepare
Experiments being
planned and validated
The bucket testing is
being planned where to
versions of the solution
will be compared. The
comparison will be done
through many apps, tools
and websites to determine
which one is better.
Introduce
Experiments in
Progress
The experiments
related to pre- selling is
in progress. It will
clarify whether the
customers are happy
with the new change
and gauge their
response rates.
Review
Experiments being
Reviewed
The experiment of
landing pages are being
reviewed explaining
the value proposition
in a visual manner.