Disruptive Change and System Thinking
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I have attached three files contain discussions about disruptive change and systems thinking. They are based on the learners' analysis of a change they experienced that was initiated by a disruptive force in their organization. The discussions described the disruptive force and the organization's response to meet the challenge, the way the organization used or not used systems thinking to respond to this challenge, whether the organization's response was successful or not. They also explained what they have learned regarding systems thinking from their experience.
Please provide comments for these discussions pertain to the following:
When responding to others, address any questions regarding the discussion, share your personal experiences that relate to their experience, and provide feedback on their posts. In addition, provide some perspective on how you believe they did or did not use systems thinking.
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The solution discusses disruptive change and system thinking.
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In U2B case 2, presented by TJ, I do not believe that systems thinking was used and
might have prevented to delay in loan account conversion, as well as the poor quality of customer
service calls that occurred for several days. Acquiring 70,000 additional mortgage loans, while it
may not be considered a large amount in the industry, is quite an undertaking that should not have
been taken so lightly. While preparations for the transition have occurred on the information
technology side of the transition, there was no preparation on the customer service end. Keeping in
mind that the potential for 70,000 new customers, or at least a large percentage of those customers,
might call to inquire about their loan accounts, the manager should have made plans on how to handle
the situation on the customer service end of the project.
There are a number of solutions that might have been adopted. A temporary call center set up
to handle the large influx of calls during the transition is one option, while the organization considers
how many new customer service agents to hire to handle the new accounts. Another solution is to
research previous volumes of customer service calls, based on the original number of loan accounts
the institution services, to determine how many more customer service agents may be required to
handle customer inquiries. Systems thinking involves considering all aspects of a project, rather than
one part. "Systems exhibit characteristics which cannot be found in any of its parts" (Bellinger, 2004).
It considers all parts as a whole and how one part will affect another. If systems ...
Education
- MEd, Jones International University
- BSc, DeVry University
- MPH, Walden University
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