Organizational Change Project Worksheet PDF

Organizational Change Project Worksheet
NOTE: The completed worksheet will be 8-10 pages in length not including the appendix (as needed) or
references
Your Name:
Name of Organization: Aetna Insurance Company
Professor’s Name:
Date: 11/03/2018
Executive Summary:
Change management measures will be implemented in Aetna Insurance Company, which has
been providing healthcare related insurance products and services. It has been found that the
company does not use improved CRM systems and technological upgradation for providing an
improved value to the customers. This includes better personalized products and services and
to offer these, the company must adapt to the new technologies, such as, integration of social
networking, and technological innovations to provide more value to the customers and retain
its market share.
This paper demonstrates various aspects of change management in the company. It also
presents the need and ways to identify the resistance to change and manage those. Socio-
Technical systems theory has been applied to illustrate the change management efforts. It also
describes the ways for involving the stakeholders and to measure and evaluate the change
efforts.
Provide a brief history of the organization (how long in existence, mission, purpose, culture,
etc.)
Aetna Insurance Company is an American healthcare insurance provider. It provides long and
short term insurances for healthcare related services. The company was established in 1853 in
Hartford, Connecticut. Hence, the company is operating for more than 150 years. It has around
50,000 employees and in 2017, it earned revenue of around 60.535 billion USD (Aetna, 2018).
The mission of the company is to promote health, wellness and high-quality healthcare services
for everyone, like, individuals, health care professionals, employers, producers and suppliers
with innovative products, services and benefits and supporting the communities (Aetna, 2018).
The company aims to improve the well being of the community by working together with the
community organizations, domestic and selected global partners with the purpose of changing
people’s lives through healthy lifestyles, enhancement of health care equity and putting
innovation to work for improving health among the underprivileged (Aetna, 2018).
It works with the core values of simplicity, focus, connection, integrity, excellence, caring and

Organizational Change Project Worksheet
inspiration and maintains an inclusive culture to serve all the classes of the society.
How would you describe the culture of the organization? How will the current culture help or
hinder the change effort?
Company culture is developed by the employees of an organization. In Aetna, it is influenced by
the effort of the management to establish a supportive work environment with opportunities
for growth. The company provides opportunities to the employees for exploring and reaching
their full potential, motivates them to maintain a healthy lifestyle by providing incentives,
encourages them by recognizing their efforts and giving them awards and perks, and lastly,
contributes for a sustainable future (aetnacareers.com, 2018). It also provides opportunities for
professional developments and various attractive job perks to increase job satisfaction of the
employees. Thus, there is a positive and supportive working culture in Aetna.
Supportive and flexible work culture, opportunities for growth and development, motivation
and job satisfaction are beneficial to influence the employees to increase their productivity and
accept the changes. Thus, they are more focused to work together and achieve the
organizational goals (Girma, 2016). As the company provides these to the employees, it can be
expected that the employees will also cooperate with the management to accept changes and
work accordingly.
What is the desired change & how did/would you identify the need for change?
The insurance market is evolving due to increasing competition and various other changes in
the fields of economy, technology, society, political and environmental. The customers now
have more power and with increasing number of competitors and a very low cost of switching,
customers now have the choice to move from one company to the other. As technologies have
evolved quite rapidly, the insurance sector needs to be upgraded too. It requires mobility,
speed, inclusion of social media and other online networks and customer relationship
management to give more value and better service to the customers. Thus, technological
innovations and changes must be adopted to make the services more convenient for the
customers. Hence, for Aetna Insurance Company, technological upgradation is the desired
change as it does not use the CRM, and other social networking sites to connect with the
customers. The service delivery must be more prompt and convenient to retain the customers
of Aetna.
If the change were successful, what impact would it have on the organization, employees,
customers, etc.?
If the technological upgradation is successful, then it would have a positive impact on the
organization, employees, customers etc. Aetna provides health insurance and for that it offers
different plans with different eligibility criteria and different outcomes. If technological
upgradation occurs, and CRM is applied, then it would be easier for the company to manage a

Organizational Change Project Worksheet
large amount of local and global customer data and serve them in a faster manner. Moreover, if
it implements a system for integrating the social networking sites, it would also help them to
propose better plans as per the customer profiles. Hence, this would increase the business of
the organization and also increase the values for the customers. The employees are also
stakeholders of the company. Increase in profit would be beneficial for them as well. Moreover,
for implementing new technologies, the employees will be trained and that will increase their
skills and knowledge.
What diagnostic model (Force Field Analysis, Socio-Technical, McKinsey 7S, Appreciative
Inquiry, etc.) would you use to conceptualize how you would approach the change?
Socio-Technical systems theory would be most relevant to conceptualize the change.
Why would you choose that model?
According to the Socio-Technological Systems theory or model, there are some interactive sub-
systems, which enable the technical systems and the employees to work in combination to
produce the maximum value for the customers and also for the organization (J. Hester, 2014).
Since, Aetna Insurance Company will implement technological upgradation to its customer
management systems and networking, hence, there will be interaction between the
technological systems and human resources. Thus, this theory would be most appropriate. It
enables the system on interaction between the social aspects of the people or the society and
the technical aspects of the organization (Bentley et al., 2016).
Describe:
Who (person &/or department) would be the primary owner of this change effort.
The HR department, the CEO and the Operation Manager of Aetna would be the primary owner
of the change effort.
What role would this person/department play in guiding the change effort?
The CEO and the Operations Manager will take the decisions regarding the necessity of change
and its implications after the implementation process takes place. They will also engage the
board of directors while making the decisions. They will also disseminate about the changes to
the employees and its benefits through the HR department. The HR department is responsible
for arranging the training programs and making the training schedules for the employees to
make them apply the new techniques.
How you would develop the practitioner-client relationship (how will you approach and
engage key stakeholders?)