Providing customers with the 'right help': Implementing financial services reform in Insurance Australia Group

Hackman, K

Providing customers with the 'right help': Implementing financial services reform in Insurance Australia Group

Hackman, K

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Publisher:: Routledge
Publication Type:: Journal Article
Citation:: Journal of Change Management, 2005, 5 (3), pp. 345 - 355
Issue Date:: 2005-01

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Field	Value	Language
dc.contributor.author	Hackman, K	en_US
dc.date.issued	2005-01	en_US
dc.identifier.citation	Journal of Change Management, 2005, 5 (3), pp. 345 - 355	en_US
dc.identifier.issn	1469-7017	en_US
dc.identifier.uri	http://hdl.handle.net/10453/10189
dc.description.abstract	A challenge in implementing new processes for frontline staff is skilling them to handle every situation that customers might present. This situation is more difficult when there can be penalties for inappropriate interactions as with the Financial Services Reform (FSR) requirements in Australia. This paper describes how the FSR changes were implemented for frontline staff in Insurance Australia Group (IAG) using the 'right help' program. A framework for developing and implementing the change plan is presented. Details of the change activities are provided together with an assessment of the success of the change program during the implementation starting mid 2003 and 18 months later in January 2005. This case study highlights the importance of considering history, context and process linking to clear performance outcomes when designing appropriate change interventions and the importance of using activities to engage people in the change, to explain the new behaviours and to institutionalize the change with measures to assess progress and success.	en_US
dc.publisher	Routledge	en_US
dc.relation.ispartof	Journal of Change Management	en_US
dc.title	Providing customers with the 'right help': Implementing financial services reform in Insurance Australia Group	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	5	en_US
utslib.for	150311 Organisational Behaviour	en_US
utslib.for	1503 Business and Management	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Strength - CMOS - Centre for Management and Organisation Studies
utslib.copyright.status	closed_access
pubs.consider-herdc	false	en_US
pubs.issue	3	en_US
pubs.volume	5	en_US

Abstract:

A challenge in implementing new processes for frontline staff is skilling them to handle every situation that customers might present. This situation is more difficult when there can be penalties for inappropriate interactions as with the Financial Services Reform (FSR) requirements in Australia. This paper describes how the FSR changes were implemented for frontline staff in Insurance Australia Group (IAG) using the 'right help' program. A framework for developing and implementing the change plan is presented. Details of the change activities are provided together with an assessment of the success of the change program during the implementation starting mid 2003 and 18 months later in January 2005. This case study highlights the importance of considering history, context and process linking to clear performance outcomes when designing appropriate change interventions and the importance of using activities to engage people in the change, to explain the new behaviours and to institutionalize the change with measures to assess progress and success.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/10189