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Assignment: Read the Evaluating Change at National Insurance case in Chapter 9 of the
textbook (p. 203-204). Answer, discuss, and examine the following questions:
1. What is your assessment of the challenges National Insurance currently faces?
2. What were the key results of the CES interviews?
3. Describe how you will develop a change process at National Insurance and list the
critical issues you will face in managing the change.
1. What is your assessment of the challenges National Insurance currently faces?
There is mismanagement and a problem in the middle management, which might undermine the
credibility and commitment of the leadership teams to change.
The greatest threat comes from middle managers who are currently supporting the transition but
who have the ability to withdraw their support at any time because they wield significant power.
Many of the company's employees desired a good incentive system, as they frequently inquired
during the interview, "What's in it for me?"
The company's capacity to put the resources it has at its disposal to the greatest possible use is
less, and it is also more focused on results than on people.
2. What were the key results of the CES interviews?
Customer satisfaction grew by 80%, and the corporate culture changed by 50% as a result of
these changes.
