L&G Site Visit: Simplifying Service: put people at the heart of change

THE DATE: 21st September 2017

THE LOCATION: Hove

THE DESCRIPTION: Through Simplifying Service, continuous improvement has become core to the culture in Insurance Customer Service (ICS) at L&G, one of three complementary strategies that are driving engagement. Governed in partnership by Business Implementation (BI), Service Development and Operational Planning teams, benefits flow from 250+ projects, including pioneering robotics. Starting in 2014, they’ve gained momentum ever since and cut 200+ FTE of failure demand. Savings were achieved by absorbing growth and natural attrition, with no redundancies. Ideas stem from engaged colleagues, not just Six Sigma teams. The programme has added 20 new implementation roles, supported by 30+ SMEs. A re-structured change team has two black and 15 green belt specialists.

Who should attend? This site visit is ideal for insight, planning, continuous improvement or leadership teams – indeed anyone interested in culture, engagement psychology and gamification. Take advantage of this opportunity to see inside a major transformation through continuous improvement.

THE ORGANISERS: The Forum

THE WEBLINK: http://theforum.social/Awards/ArticleId/4334