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

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Show simple item record Hackman, K 2010-05-28T09:54:39Z 2005-01
dc.identifier.citation Journal of Change Management, 2005, 5 (3), pp. 345 - 355
dc.identifier.issn 1469-7017
dc.identifier.other C1UNSUBMIT en_US
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.
dc.publisher Routledge
dc.title Providing customers with the 'right help': Implementing financial services reform in Insurance Australia Group
dc.type Journal Article
dc.parent Journal of Change Management
dc.journal.volume 3
dc.journal.volume 5
dc.journal.number 3 en_US
dc.publocation London, UK en_US
dc.identifier.startpage 345 en_US
dc.identifier.endpage 355 en_US BUS.School of Management en_US
dc.conference Verified OK en_US
dc.for 150311 Organisational Behaviour
dc.personcode 100824
dc.percentage 100 en_US Organisational Behaviour en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US en_US
dc.location.activity en_US
dc.description.keywords Change
dc.description.keywords framework
dc.description.keywords implementation
dc.description.keywords regulation
dc.description.keywords staff
dc.description.keywords measurement
pubs.embargo.period Not known
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 - Management and Organisation Studies
utslib.copyright.status Closed Access 2015-04-15 12:17:09.805752+10
pubs.consider-herdc false
utslib.collection.history Uncategorised (ID: 363)
utslib.collection.history Closed (ID: 3)

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