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Hughes Insurance Case Study 2015 - EQUIP: quality and continuous improvement


Who should attend? This session is for smaller organisations who are looking to drive quality, customer experience and engagement. For anyone looking for a model to capture front line feedback and ideas and drive continuous quality improvements.

How Northern Ireland’s leading insurance broker is changing their culture, by engaging everyone in shaping improvements to customer service, streamlining processes and realising over £150,000 in cost-savings.

  • Learn how to harness the ideas of the frontline and what makes EQUIP work at Hughes insurance
  • See how investment in training and development supports behavioural change
  • See how visual management is enabling success and putting continuous improvement in quality at the heart of the business.

The Service Quality Manager and her colleague have made possible an outstanding cultural shift at Hughes through EQUIP, a ‘Lean’ continuous improvement programme, which they devised and implemented themselves on a minimal budget. All 84 advisors in the branches and 105 in the call centre are encouraged to review their own processes and work together to improve them. This galvanised the entire organisation; people know each other far better, they are hugely committed to their own development. Colleague engagement is up 24% and streamlined procedures have reduced processing times, saving c.£150,000. One change, small in itself, has cut AHT from 380 to 210 seconds. Introducing quality auditors and monthly audits has seen accuracy rise from 71% to 98%. EQUIP is fully embedded; from the board down to the canteen, everyone understands and engages.

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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
See the latest articles on Strategic Trends and Insights


 

2018 Innovation Award Winners

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