Business Project: Lean Change Canvas for Organizational Change

This assignment details a Lean Change Canvas project aimed at improving an organization's licensing processing time and overall operational efficiency. The vision encompasses enhancing customer service, reducing customer dissatisfaction, equalizing workloads, minimizing legislative correspondence, and decreasing overtime and work backlogs. The project emphasizes the importance of the change in modifying service procedures, boosting customer and employee satisfaction, and improving the organization's reputation and revenues. Progress will be measured through Key Performance Indicators (KPIs), and success will be evaluated using metrics like profitability, customer and employee satisfaction levels, learning culture, and time management. The project identifies affected stakeholders (actuaries, examiners, clerks, etc.) and departments (claims, underwriting, customer service, etc.), highlighting the need for changes in operating processes. Support for people through the change includes proper communication, education, and training based on Kurt Lewin’s change theories. The plan includes experiments like competitor analysis, customer surveys, bucket testing, preselling, and landing pages to gather feedback and refine the proposed changes.

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:
1 month
Experiments
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Experiments
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Experiments
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Experiments