The document summarizes a change plan to transition a mortgage operations department from a paper-based system to a paperless environment. It outlines the current paper-based process and issues with efficiency and customer satisfaction. The goals of the change plan are to make the division more efficient and obtain more business. A 7-step plan is proposed that includes researching paperless software options, updating equipment, testing workflows, and training staff. The plan will apply systems thinking, design thinking, mental models, and shared vision techniques to map processes, consider scenarios, and build team commitment to the change. Continuous monitoring after implementation is emphasized for sustainability.

1. 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

2. 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

3. 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

4. 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

5. 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.

6. 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

7. 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

8. 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

9. 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

10. 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.

11. 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

12. 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.