Integrated Insurance Company is the planetary insurance company what was established in London since 1990. This insurance company is transnational company which has its subdivision across in 2 states, UK and Thailand. The headquarter of Integrated Insurance company is located in UK ; so you can see on the figures 2 “ Organization construction ” below.
Furthermore, Integrated Insurance Company in Asia have become to the leading of insurance company ; because we are supplying many sorts of insurance merchandises, But wellness Insurance merchandises is the best seller at this clip.
In add-on, this merchandise had become to most top merchandising merchandises of Integrated Insurance Company ; as many people are cognizant in wellness more than earlier. That is why Incorporate insurance company had interested and uninterrupted to develop publicity about in these merchandises all the clip.
Over 20 Old ages in concern insurance. In this clip, we have more than 3000 employees, more than 2 million clients and more than 5,000 insurance agents in Thailand.
Figure 2: Organization constructions of Integrated Insurance Company
Integrated Insurance Company utilizing decentralised operate in organisation
In term of the company ‘s construction, Integrated Insurance Company utilize decentralised organisation construction which utilizing decentalisation to execute an organisation and its subdivisions. Mentioning to the definition given by Clegg, et Al. ( 2005 ) ,
“ Organizations frequently seek to deconcentrate when they feel that their systems and procedures are going excessively slow because excessively much determination makingaˆ¦is being referred to centre. Often, organisations with low degrees of trust are extremely centralized because a decentralised determination construction requires that you trust those who are delegated to make up one’s mind. ”
Advantages of Decentralization
Authority is given to the direction of strategic concern units to develop their merchandise and markets. ( Watson and Gallagher, 2005 )
The strategic concern units can run closely with their clients and react rapidly to product/market chances. ( Watson and Gallagher, 2005 )
The cost of the cardinal operation is minimized. ( Watson and Gallagher, 2005 )
However, the decentalisation really did non hold merely advantages, but still has some disadvantages excessively.
Disadvantages of Decentralization
Business unit directions do non have much support, if any, from the Centre. ( Watson and Gallagher, 2005 )
The range for strategic concern units to work together to work joint markets is badly limited – the inclination will in fact be for them to vie against each other. ( Watson and Gallagher, 2005 )
The best usage may non be made of the organisation ‘s human and fiscal resources across the strategic concern units – for illustration, calling development for executives may be limited to their unit although both they and the organisation would profit from planned calling moves to other parts of the organisation. ( Watson and Gallagher, 2005 )
As the consequence of utilizing both of decentalisation construction and regional direction centre and, there are several things have shown defect and failing in the company as the followers ;
The distance between each division
Information might be distorted during communicating flows
Operation among each division might be uncontrolled
Possible low-standard processs or policies
Integrated insurance company call Centre preparation and development programme
At this clip, many companies around the universe had affected from economic sciences crisis last old ages ; integrated insurance company is one of companies that have been affected from this job.
On the other manus, integrated insurance company seek to decide uninterrupted and contending this state of affairs by addition in quality, public presentation, operation, of call Centre and supervisor. Because, Company have position and acknowledge that client service and name Centre is an indispensable section in company ; Call Centre is become the first manner to contract each other between company and new and old client.
However, name Centre and staff in company demand for preparation and developing from supervisor for efficiency in the hereafter. In the following subdivision, we design to better this section by following the company objectives and development and preparation strategy.
Harmonizing to Andrew J. Dubrin ( 2009 )
“ Leadership is the ability to actuate assurance and assist people who are purposes to accomplish organisation ends ”
Nowadays, leading is become more and more of import in every organisation because the duty of leading is non merely manage and develop merely company but, must to increase promote employees and staff in organisation to accomplish the ends.
Integrated Insurance company believe when the supervisors finished developing programme, They will hold more motive and after they come back to their state and so will developing and developing accomplishment of occupation and better quality of working to their call Centre and staff to better more accomplishments. Particularly, reduces the spread between director and subsidiary and better internal communicating accomplishment to people who working in organisation.
Harmonizing to Kitchen and Daly ( 2002 )
“ Communication is regarded as a cardinal issue in a successful execution of alteration because it is used as a tool for denoting, explicating or fixing people alteration and fixing them for positive and negative effects of the at hand alteration ”
The alterations in organisation will non successful if have job about communicating and staff and employees do non affect. In my writer ‘s sentiment, internal communicating is a relationship procedure which involves an synergistic communicating with all individuals have duty and working within organisation
This is a first measure to execution to develop the communicating within the organisation every bit good as motivate the duty based on managing of alteration.
Marke, J. , Sloane, R. and Ryan, L.M, ( 2006 ) states that “ SWOT analysis is a strategic planning instrument including ; strength, failing, chances, menaces. SWOT provides information which is utile for fiting the resources and capablenesss in order to competitory environment in which it operates ”
The celebrated insurance company in UK and Thailand
Many types of insurance merchandises
Attractive and specially publicity for new clients
Customer service and Call Centre have low quality.
Lack of communicating in organisation
Complex and confuse in occupation duty.
Customer deficiency about information of insurance merchandises
Employees did non hold motive in their occupations
Enhancing market portion in concern insurance
Better the figure of new clients who interesting in Health Insurance merchandises.
Challenging from new rival in Business Insurance
Customers disappoint in quality of Customer Service and Call Centre
Our Customers decide to alter Insurance Company lack information about the item of merchandises from company because we are failed to pass on with client about our Insurance Merchandise
Managing of Change
French republics Hasselbein ( 1999 ) stated that “ Culture does non alter because we desire to alter it. Culture alterations when the organisation is transformed ; the civilization reflects the worlds of people working together every twenty-four hours ” .
Change, as Rosabeth Moss Kanter ( 1984 ) has suggested, can be regarded as the procedure of ‘analysing the yesteryear to arouse the present actions required for future ‘ . The existent ground to alter employee behaviour, organisation civilization of incorporate insurance company must to better quality, operation, and schemes to increase the competitory ability and deriving more clients in long-run.
The writer programs for a alteration by follow as Lewin ‘s three-phase theoretical account.
Figure 3: Lewin ‘s three stage theoretical account
As Figure 3 from above, the three stage theoretical account of alteration as described clearly by Lewin ( 1951 ) are:
‘Unfreeze ‘ – This is the first measure to cheques and ensures that employees of incorporate insurance company are ready for alteration. The company will keep seminar to inform employee about why we need to alter and state the advantages of alteration to everybody. Particularly, the benefit of their employees after changed.
‘Change ‘ – In this stage, Supervisor and Manager is really of import because they must to back up their employees and increase motive to accomplish organisation end.
‘Refreeze ‘ – In last stage, When alterations within organisation has finished, supervisor and director make guarantee those alteration employees will go lasting and so fixing to better quality of occupation to their call Centre.
Furthermore, Lewin besides suggested extra theories which can explicate and analyse the opposition and drive of alteration that called “ Force Field analysis ”
Harmonizing to Johnson.G ( 2008 )
“ Force field analysis place drive forces and curtailing forces which is necessary to understanding the context of alteration since force field analysis offer existent alteration job state of affairs that company have to set about ”
To explicate more clearly about the aim of Force-field analysis ; the writer ‘s will give some more quote from this below
Harmonizing to Lewin ( 1951 ) , Force-field analysis
“ An issue is held in balance by the interaction of two opposing sets of forces – those seeking to advance alteration ( driving forces ) and those trying to keep the position quo ( keeping forces ) . ”
Figures 4: Force-Field Analysis of Integrated Insurance Company
Harmonizing to figures 3, Force-Field analysis of incorporate insurance company, the high competition in concern insurance is uninterrupted increasing in last decennary. That is why the key of driving force factor is related from the force per unit areas of competition in concern insurance.
On the other manus, the key of keeping force of incorporate insurance company come from employees, staff because usually they do non necessitate to alter. In add-on, the communicating and spread between director and subsidiary is become restraining force excessively.
Furthermore, finance and cost from alteration is another one of keeping force because affected of economic crisis last old ages.
In my writer ‘s sentiment, Force-field analysis is a 1 of the best tools to place driving forces and curtailing forces in this company, which is a necessary thing to understanding and measuring the struggle and job from alteration in the hereafter.
The Objectives, Aims and Development and Training Scheme
To increase public presentation, ability, accomplishment of the call Centre
To increase relationship between clients and company
To increase competencies of theirs employee in every section
To increase fight in Business Insurance
To pattern call-centre and staff to organize work across states
Improve satisfaction from clients
Improve ability of internal communicating in organisation and employees
Reduces the spread between employees and organisation
After the preparation and developing programme finished, Integrated Insurance company has expected about the occupation quality of employees and staff as below.
The expected Benefit to the organisation
Increasing company net income
Increasing clients satisfaction by good service from company
Increasing the figure of new clients
Increased accomplishment and ability of call Centre and clients service
Increased motive of employees in the organisation
Bettering insurance merchandises value through call Centre and clients service
Bettering relationship between supervisor foreman and subsidiary
The expected benefit to the staff
Supervisor acquiring more decisive
Bettering managerial accomplishments to Supervisor and Team Developer
Supervisors, Employees acquiring more opportunity and chance to advance themselves
Increased occupation satisfaction from employees
Increased ability and public presentation of director and subsidiary
Bettering communicating accomplishments between organisation and client
Bettering accurate information in their occupation duty
Bettering managerial accomplishments to Supervisor and Team Developer
How to preparation and developing Supervisor and Call Centre
First, the company will make developing programme to increasing quality of supervisor and call Centre within the organisation. The preparation strategy to supervisor should take around 1 month in UK. After the preparation programme finished, supervisor will come back to their states to preparation and developing theirs staff and employee. Particularly, name Centre section.
The preparation and developing employees and staff in organisation will go on for 6-12 months. It will dwell of the undermentioned elements by adapted from many theories from above.
Furthermore, many theories will be adapted to utilizing during the preparation programme, name Centre and staff of incorporate insurance company preparation and developing communicating in organisation as follow.
Teamwork is really evidently of import thing in organisation, in this plan preparation supervisor will learn to their employees and about systematic attacks to preparation and developing teamwork in organisation to better relationship with co-worker by follow this way.
Follow up and back up each other in organisation in if that determination from you colleague is right because this is the one manner to better relationship between employees in organisation.
Do non bury to give congratulations and recognition to your co-worker when person in your section did a great occupation to accomplish his intent. That is really of import because when person had given congratulations from person in organisation, the trust is will increasing and they will hold more confident to better the quality of occupation in the hereafter.
Outdoor activities is another thing that is indispensable because when the employees have an activities and run into each other, the relationship between section will happen and so the teamwork in organisation will improved.
Employees who have responsible with clients must to better service head and must be polite when they communicate with their clients. Particularly, if clients receive the first-class service from employees that are will evidently bettering corporate image. In add-on, if the clients are satisfied from this service that they were received from service section. The gross revenues of insurance merchandise will progressively in close shortly.
When the clients contract to name Centre they did non desire to confound with the information that they receive from call Centre.
Name Centre must to hold cognition and understanding clearly about insurance merchandises to explicate to their clients when the clients have job or want to cognize about the merchandises information. Name Centre must to explicate to their clients with short and clearly massages to avoid confuse from communicating and misunderstand.
In peculiar, name Centre must be able to organize with different section in organisation to increase efficiency for supplying accurate information to the clients.
Integrated Insurance Company designs to bettering and developing quality of call Centre and organisation, because they want to alter image and increase fight with their challenger in concern insurance.
In my writer ‘s sentiment, the manner of communicating between employees in organisation is really of import thing, when the employee had misunderstood about the information and aim of their occupation duty it will worsen overall quality and ability of theirs company.
On the other manus, if the company utilizing bipartisan communicating ; such as spring or suggestion box which allow staff and everybody in organisation to give an utile thoughts and remarks in to the box,
Then every 3 months, company can supply to derive some utile thought from the box to bettering and altering their schemes in the hereafter. Bipartisan communicating is a best tool to cut down struggle from employees and staff in organisation.
Furthermore, this tool can do staff and employee have been involved in planning and makes schemes for their organisation.
We had created and based from PALS group that the instructor take it for us. Our group include of 6 individuals from different state and civilizations. The writer ‘s semen from Thailand and four from Chinese and the last one semen from Nigeria. We communicate together with English linguistic communication. Our group are work together in order from the instructor to accomplish achieve our end. When we have run intoing we will discussion about the theories and faculties that we have learned from last workshop category and so adapted and applied to utilizing in Supervisor and Call-Centre development and preparation plan.
Furthermore, everyone in our group are remaining in Sunderland, as a consequences of this, we are determination to frequently run intoing to treatment and insight at the university in order to accomplish our end. Our group are recorded and written about the procedure in larning log.
Group Process of teamwork
When our group met each other at the first clip, everyone was agree to utilizing process theoretical account of Tuckman 1965 because this theoretical account is really useless for our group.
At the first, we are followed the measure group development created by Tuckman ( 1965 ) we are following four stairss of group development theoretical account as below
Figure 5: 4 Phases of Team Development Model ( Tuckman, 1965 )
‘Forming ‘ : The group members come together and acquire to ab initio cognize each other and organize a group ( Tuckman, 1965 ) .
This measure we formed the group and present yourself, so pass on together each other. Second, we exchanged telephone figure and electronic mail with everyone in our group.
‘Storming ‘ : When there is struggle, emotional opposition to the demands of the undertaking, opposition to command, and even ill will towards the leader ( Watson and Gallagher, 2005 ) .
Members start to pass on each ain feelings but still see oneself as portion of their ain parent section instead than portion of the squad. The member besides attack others attitudes while guarding their ain ( Steel, 1997 ) .
After we formed the group, we knew everyone come from different states, different civilizations, and besides talking decidedly different linguistic communications excessively. We have 3 civilizations different manner of thought in our groups.
At the beginning, our group consists of 4 Chinese members, 1 Thailand, And 1 from Nigerian. The chief job of our group is linguistic communication because 5 of 6 people in our group did non talk English and English linguistic communication is non our first linguistic communication. In add-on, when we must to talk English to pass on and discourse together, the pronunciation from each one from our group is rather different hence. Sometimes there was misconstruing when person in our group explains or negotiations something when meeting, but we have 1 Chinese pupil ( Male ) in group who have listening accomplishment really good. When some Chinese pupil who misunderstand when person in group talk or explain something, male Chinese pupil will explicate to another Chinese pupil in our group in Chinese linguistic communication to do them understanding clearly.
The following job is the clip for meeting, because our timetable is matched merely two yearss, Monday boulder clay Tuesday, we decided to run into every Tuesday after workshop category. Although, sometime the meeting go on will non all of members because from unwellness or absent, so we finished run intoing we will allow them cognize about what happened in this hebdomad by electronic mail or telephone.
‘Norming ‘ : finally understanding is reached on how the group operates ( Tuckman, 1965 )
From last phase, we learn and realized the job from communicating and civilization but we learn something from job, this job will be decide if we can accept thoughts and point of views from other members in group.
In this phase, we discussed about the fiction insurance company and shared any thoughts from everyone and so put the aim of development strategy for call Centre. When everybody have understanding from treatment of company that our group, we have uninterrupted to accomplish our end.
‘Performing ‘ : The group patterns its accomplishment and becomes effectual in run intoing its aims ( Tuckman, 1965 ) . In this phase of acting is occurred. By the manner, it can explicate clearly with below provinces “ when interpersonal jobs are solved, functions are flexible and functional, there are constructive efforts to finish undertakings, and energy is available for nonsubjective work. ” ( Watson and Gallagher, 2005 )
In this clip, the job from last phase about communicating, civilizations, point of views, interpersonal are solved. Our group had got more trustful from each other in member group and can work together with flexibleness and great ambiance. Therefore, we can accomplish our group easier than the yesteryear.
Ten old ages subsequently, Tuckman added the 5th phase. That is called adjourning.
‘Adjourning ‘ : “ when groups, holding met their aims, may disband ” . ( Watson and Gallagher, 2005 )
Since our group worked together for 3 months to treatment and met many times for achieve our end. Finally, the mission accomplished. Every member in group felt proud and had closely relationship in our group more than earlier.