Change is an ongoing and never-ending process of organizational life. (Van de Ven 58) The world is constantly changing and it is changing the ways that organizations are run. Whether it is technological or cultural change is present and inevitable. Organizations have to change with the world and society in order to be successful. They must continue to use innovation in order to maintain a competitive advantage and satisfy their customers. Organizations use change in order to learn and grow. However, change is not something that can happen in an organization overnight. It has to be thought through and planned. My organization embraces change and is constantly looking for the next step in innovation to improve the customer experience.
Single Sign On
Capital One is continuously moving the company into the digital age. The company wants to use new innovative ways in order to make things easier for the customers. Recently the company has decided to move toward a single sign on. This minor change is going to drastically affect the customer experience at Capital One. Instead of having separate usernames and passwords for each of their Capital One account, customers will have just one. One username and password will open all of their accounts within the company. If they have bank account with Capital One as well as a credit card they are able to see both accounts with one log in attempt. This change will minimize the tendency to forget usernames and passwords, since there will be less to remember. Previously customers were only able to link accounts with the same username and password within that particular line of business. So if a customer has two credit cards they would be able to share a username. But if the customer had a bank account and credit card, they would not. Single sign on is definitely a competitive advantage for companies that carry multiple lines of business.
“Organizations must adapt to their present conditions through change management interventions in order to maintain effective levels of performance” (Lyons 208). The culture of society right now is convenience. People look for ways to make things easier and more convenient. Things that make life easier are embraced by society. I believe that this cultural change was a catalyst for single sign on. A change like this occurs as a result of multiple other factors as well. Some of these factors are human, nonhuman, technical, and nontechnical. All of the factors are related because the basis of the change is customer satisfaction and profit. The human factor behind single sign on was customer satisfaction. Capital One already rolled out the mobile app for more convenience. The next step would be to be able to view everything at once. When the customers are happy, the company benefits as well. The non-technical factors behind the single sign on were economic benefit, employee satisfaction, and shareholder satisfaction. Employees will be satisfied because single sign...