Managing Change and USAA Term Paper

Pages: 3 (870 words)  ·  Style: APA  ·  Bibliography Sources: 1  ·  File: .docx  ·  Topic: Business - Management

Managing Change and USAA

The United Services Automobile Association (USAA)'s potential for accentuating and strengthening its ability to create, deliver and sustain support and services programs for its members is becoming increasingly dependent on its ability to automate key processes using both business process re-engineering (BPR) and the selective use of key technologies. Underscoring both the process- and system-centric change is the need to fundamentally change how the organizations' employees do their jobs, interact with and rely on systems and processes, and make these two critical areas of change successful. As many organizations realize after fine-tuning processes through BPR and Business Process Management (BPM) efforts combined with information systems development, the greatest inhibitor to becoming more productive is gaining support for organizational change. The intent of this paper is to discuss the implications of organizational change on how technology can cause organizations to move from a present to future state to increase effectiveness, an overview of the responsibility managers have to implement change, and the areas that managers must be knowledgeable in to make change more effective over time. There are also the factors of defining preparedness of the USAA to deal with resistance to technological change, and the ability of companies to communicate changes in both process and systems areas of their business to customers, illustrating how these factors will make them more responsive.Download full Download Microsoft Word File
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Technology as the Catalyst of Change

Term Paper on Managing Change and USAA Assignment

The many attempts by companies to better understand their customers through the use of Customer Relationship Management (CRM) applications that spanned all customer-facing processes have been fraught with a lack of success from a change management perspective. By far the greatest impediment to CRM software implementations being unsuccessful has been the continual rejecting of new processes and software by sales representatives, managers, and directors, many of which see them as independent as and more accountable to customers than to reporting processes that CRM systems represent. CRM systems however could provide significantly greater insight into the customers they serve and also make them more efficient, yet often CRM software is presented as a solution to a sales problem, not as a means to attain higher levels of performance. As a result of this positioning of CRM within organizations, there is significant resistance to change.

Technology however can be a major catalyst of change when used as the foundation for making customer-facing processes at USAA more concentrated on delivering exceptional service to customers while streamlining the tasks employees must do. The lesson learned from many CRM implementations is that developing a change management strategy that concentrates on getting those most affected by the change to "own"… [END OF PREVIEW] . . . READ MORE

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How to Cite "Managing Change and USAA" Term Paper in a Bibliography:

APA Style

Managing Change and USAA.  (2008, February 5).  Retrieved April 12, 2021, from

MLA Format

"Managing Change and USAA."  5 February 2008.  Web.  12 April 2021. <>.

Chicago Style

"Managing Change and USAA."  February 5, 2008.  Accessed April 12, 2021.