Change Plan

SAMPLE

MSL 6670

Final Paper

Change Plan: Going Paperless

When implementing or even creating a change plan a manager needs to follow

a strict process. Big parts of project management are the quantitative techniques

that can positively help with any change plan or technique.

Before going through the different steps and stages needed to build and

implement my change plan I want to first give a brief summary of my

organization and how we function as a group. I currently work with a local

bank within the Wholesale Lending Division. My current position is Operations

Manager. The Wholesale Lending Division consists of three different business

lines, Sales, Operations and Underwriting. My position is to oversea the

Operations Department. I currently have four managers and 29 indirect reports.

While the Wholesale Lending Division has three different business lines the

Operations group controls 2/3’s of the entire process. The Sales group is

responsible for obtaining business for the division and Underwriting deals with

the risk/qualification of each borrower.

Problem Statement & Description of Problem:

Many mortgage operation departments’ today work within a paperless

environment. Unfortunately my department is in the flintstone ages and still

work with paper files. Working within a paperless environment has a lot of

advantages that can help many companies be successful. Below are some

advantages

Reduces overall everyday costs

Quicker access to information

More space

Document security

Can handle additional growth

The main issue I see with paper files is the un-organization between the

different business lines. It absolutely weakens customer satisfaction and makes

the group inefficient with the process. There are many scenarios where many

issues could have been resolved or elevated if the department was in a

paperless environment. There are many moments when both underwriting and

operations are in need of the file and it delays the process for the customer. In

order to ensure the Wholesale Lending Division sustains continuous business

and growth a change plan to enforce a paperless environment is absolutely

required. It will only create more business for the division and allow us to be

efficient as one division.

Goals

My overall goal is to obviously make the division more efficient and obtain

more business. Going paperless isn’t an easy task and will require many tasks

before even starting to be enforced. I plan to roll different phases of the project

to ensure it is absolutely successful.

Step 1: Research different programs that offer a paperless feature and assess

cost versus allowed budget. Along with senior management and all other

business lines we will determine which program is best to use within the

division.

Step 2: Update all PC equipment’s to be able to handle new software and

programs needed for going paperless.

Step 3: Research a flow process or production flow on how the projected

process can work. Determine the earliest finish and start time to see how long it

would take for a file to reach the office.

Step 4: Perform testing for two weeks with other business lines to determine

any issues with the system. All business lines need to designate at least three

lead experts in the system to help in training the entire staff.

Step 5: Update or program all internal systems including published website for

entire team and brokers.

Step 6: Arrange a training schedule for entire team. Test the system remote

ability to send any documents from website to office.

Step 7: Arrange an official rollout date and implement

Applications used towards goal

Both Senge and Brown gave many tools that anyone can use to

successfully implement any change plan. The four techniques I wish to use for

my Paperless change plan are systems thinking, design thinking, mental

models and shared vision. All these techniques may have different qualities but

if used the right way they can be extremely beneficial to any big project and

work concisely together. Below is how I plan to use each technique.

Systems Thinking:

Systems thinking technique will allow me to find the correlation between

implementing the new process and how it will benefit other important

components. Since many business lines are involved I need to ensure that every

idea is positively correlated. Systems thinking will allow me to explore

interdependencies and patterns. If one component is lacking then like a domino

effect it will hamper the other. One good thing with systems thinking is that

there is not one specific right answer. With systems thinking I’ll be able to use

different flow processes and use the best one. In order to ensure I use systems

thinking correctly I need to ensure I am taking the important components and

completing it completely.

Design Thinking

Design thinking can be thought as the official cognitive model to problem solve.

One important component of design thinking that will absolutely benefit my

change plan is process mapping thinking. Process mapping is very important

since it will allow me to think of different helpful beginning points and using

innovation to have a successful end result. Design thinking will allow me to

create and investigate which tools are best to start a paperless environment.

This will be beneficial when I start my testing period. Testing period can be

very tricky since we are looking for underlying issues that may arise. Design

thinking will allow me to completely map out my process and see which

sequence fits best for the organization.

Mental Models

One important mental mode that I use on a daily basis and wish to use for my

change plan is creating scenarios. Creating scenarios can be thought of as

brainstorming. This technique will allow me to test all different kinds of

outcomes and scenarios. When I start any project I like to list all my options and

determine which is best for my current situation. Creating scenarios will benefit

my plan since I’m not sure which path will work. I need to list different possible

scenarios and choose one underlying one that will fit my team. I think mental

models will be most beneficial for me especially during my first phases of

rolling out my plan. Before I start to implement changes with going paperless I

want to use this mental model technique to determine all possible scenarios.

Shared Vision

While shared vision may not be an actual structural technique but it is just as or

possibly more important since it reflects the importance of the project to my

personal concept. Shared vision will allow me to strive for the best and ensure

this project is completed correctly. By completing this project successfully it will

allow me to show my dedication and vision to my division. I want my division

to succeed and I thank my vision for those aspirations. Being able to

successfully implement this change plan will only allow me to better myself as

an individual and pursue my personal vision.

Approach to Sustainability

In order for a paperless environment to be effective it will require a lot of

testing and tweaking. Since this is a new design it most likely will have a lot of

issues but doing test/trial runs will be crucial. Before officially rolling out to the

complete broker base we would absolutely need to ensure it was 100% effective

and if not we will need to improve the process. Also, in order to ensure my plan

goes successfully I need to do continuous monitoring even after the division

goes paperless. I would like to continuously test and review at least up to three

months after implementation. Another important part to sustainability is team

involvement. The constant feedback from my team will allow the process to be

successful. My team will be the true test of whether my change plan is working

successfully.

Conclusion

Going paperless for my department is the #1 goal on my wish list. I have tried

to stress the importance of this change plan and the success it can have on the

division to senior management. Yes the initial cost may be high but the end

result will have outstanding results for the business line. My superiors keep

pushing my request to the bottom of their list because the cost associated to go

paperless is too high. They know that amount of work that goes into the design

is extremely great. It’s just not as simple as turning off a switch but a matter of

the department being ready and underlying issues. However, even though the

cost can be high the end result is well worth. The amount of profit the company

can attain is never ending and can increase. I hope by creating this change plan

I can show my manager the importance of going paperless and how the

strategic plan I have put together can be successful. I have learned a great deal

with this project and have prepared me to persuade my plan.