Community Awards

Innovation Awards

2018 Finalists

Click below to read case studies for previous winners and finalists

Direct Line Group (DLG) Case Study 2015 - Risk & compliance: see how confidence sets people free


Who should attend? Whether a leader, part of a quality or compliance team or looking for greater insight, this is for you if you need join up compliance, customer experience, process and quality.

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes   & grown the business, with 50% more tests at 40% less cost.

  • Understand how to move to customer outcomes in a regulated environment
  • Learn how critical risk checks are now made by an offshore team, enabling an increase in checks
  • Discover how this has enabled experienced on-shore assessors to drive greater insight, improved customer outcomes and greater frontline engagement.
  • See how a different approach to assurance, using a combination of offshore and onshore resource, means you can do more with less

A radically new approach by the Customer Assurance team has unleashed the business and given confidence to frontline teams, by putting in place a far stronger risk management framework that has also been delivered at 40% less cost. This contributed to a £1billion, business-wide cost-saving target. Moving away from lengthy scorecards, key risks are now clearly focussed and understood at all levels in the business. Testing is scaleable and transparent, with critical risk checks now undertaken by outsource partners off-shore – a first in the UK Insurance market. Existing experienced assessors on-shore are now responsible for deeper insight, with enhanced outputs and reports for the business. Crucially, ‘declined challenges’ are down 47% (77% net) demonstrating a far greater understanding of regulatory tests by the frontline teams.

Site Visit Agenda, 24th June Doncaster

09:00 Arrival and Registration
09:30 
Session introduction by The Forum
09:45 
Introduction – Direct Line Group
10:15
The principles of Key Requirements Testing
11:30
Break
11:45 
Project insight – The off-shoring model and process
12:30
Site Tour
13:00
Lunch
13:45
Operational Measurement of quality outputs 
14:30 
Discussion with a small group of first line Consultants, Team Leaders and Managers 
15:00
Break
15:15 
Final Q & A & Wrap Up
16:00
Depart

 

To hear more about this Awards finalist at the conference or on a site visit please email events@theforum.social or call 0333 123 5960.

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Take a look at these articles, videos and links
2015 Innovation Awards Winners and Case Studies
2015 Innovation Awards Finalist shortlist


 

2018 Innovation Award Winners

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