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The Communication Improvement Process—A Case Study in Diagnosis and Implementation
Author(s) -
More Elizabeth,
Gray Rodney
Publication year - 1997
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/(sici)1099-1441(199706)4:2<89::aid-kpm87>3.0.co;2-h
Subject(s) - audit , action (physics) , process (computing) , business , process management , scale (ratio) , business process , computer science , accounting , marketing , work in process , physics , quantum mechanics , operating system
The growing complexity of the business environment over the past few years has had a significant impact on Australia's insurance industry. In one large insurance company, ‘Insureco’ (pseudonym for a real organization), where significant reform had been instituted, senior management was concerned to discover how well the change had been communicated overall. There was also interest in what other implications of the change process needed to be focused upon to improve the effectiveness and efficiency of the organization in the second half of the 1990s. A large scale communication audit was carried out as part of the ongoing process of managing organizational change. The paper reports on the audit process, the critical findings for the organization, and what action has been taken as a result. © 1997 John Wiley & Sons Ltd and Cornwallis Emmanuel Ltd.