Transformational Change-Making it Last: Underwriters Laboratories Inc. Case Study

Change management is an essential component of any organizational improvement. This case study from the Transformational Change-Making it Last Best Practices Report, gives specific examples and insights from Underwriters Laboratories Inc.'s (UL) ten-year transformational change called "21st Century UL" to become a more customer-focused organization. UL transformed its organization using a three-phased approach that allowed it to lay the groundwork for sustainable change by embedding new cultural norms and behaviors and training leadership to spearhead the change. Additionally, the use of Lean management techniques to assess and reform its processes to be customer-centric enabled it to meet two of its goals: financial stability and a customer-centric focus.