Managing Organizations Changes Required After Problem Identification

Question:-

Detail the types of changes required for your department or division after having undertaken a problem identification. 

Answer:-

Aim of the change program transforming the internal customer service delivery processes with the knowledge of new technology so that customer relationship improves. The positive customer relationship is expected to enhance the financial performance of the organisation (Onyango and Katuse, 2017). At the customer Service Department of BNP Paribas Hong Kong, transformational and department-wide changes will be required. The changes will be brought from the perspective of, learning and growth, customer relationship, financial performance, and the internal processes. In this case, the chatbots will be programmed using the machine learning algorithms to make a faster and more efficient decision based on customer data. The data collected by the AI-based chatbots should be analysed using Big Data Analytics and algorithms to obtain deeper insight into the customer demands and predicting their needs. Forecasting the customer needs would enable the organisation to provide them with tailored services on time.

Replacement of Existing Customer Service System by the Digital System as Transformational Change

Transformational change is defined as the process to bring substantial change in the work processes and culture of an organisation to improve performance (Simion et al., 2019). In the current case, the use of Advanced Technologies such as AI, machine learning and big Data Analytics would replace the existing manual system of customer service delivery and decision-making. From this perspective, the proposed changes transformational in nature. The transformational changes are introduced considering the changing landscape in the market (Mumpower et al., 2016). In this case, the digital customer service system is being introduced to cope with the latest technological trends in the banking industry. So, that change is transformational. The transformational changes are associated with a high level of risk (Liozu, 2018). In the current case also, the new system is associated with a high level of risk of failure. The new digital system can be used effectively if the employees develop required skills and abilities to operate it. If the employees lack adequate skills the new system will fail to deliver the expected outcomes (Jiang et al., 2018). The new system is expected to reduce the cost of customer service delivery operations by reducing the need for Manpower over the long term (Liozu, 2018). Financial performance of the organisation will improve with cost reduction (Mumpower et al., 2016). Failure to implement the change would restrict the organisation from improving its financial performance in the future. From this perspective also, replacing the manual customer service delivery and decision making with the new digital system is transformational change.

Promoting Learning and Growth on Advanced Technology as continuous organisation-wide Change

The new customer service processes would affect all of the employees in a department. While introducing the new technology in the Customer Service Department, the existing knowledge and skill level of the employees would be changed. The employees need to be trained to develop skills for using the Advanced Technological Applications such as artificial intelligence (Onyango and Katuse, 2017). From this perspective, the change to introduce advanced technology would be department wise. However, the process of technical skill development should be continuous instead of being a discrete one. The new developments are emerging regularly in the field of AI, analytics and machine learning (Liozu, 2018). To use the new system to the optimum level, employees required upgrading their skills continuously so that they can incorporate the new development (Jiang et al., 2018). In contrast to the transformational change, continuous change focuses on making small differences in the organisation (Schmidt et al., 2017). Incorporation of new developments in the field of AI wood involves making small changes only instead of transforming the new process. From this perspective, the proposed change in the skill level of employees would be continuous and department-wide.