L&G Awards Case Study 2017: People build success with continuous improvement
Site Visit: 21st September in Hove.
Hear about this case study at Customer Strategy & Planning 2017, Monday 24th April at 11:30 in Harrogate.
- See how voice of people engaged colleagues to make a huge difference to customers and the business
- Learn how gamification and behavioural economics put people at the heart of change, helping it stick before old habits resurface
- Feel the value of incremental change through Lean / Six sigma, rather than big ticket programmes, showing huge year-on-year cumulative benefit
Through Simplifying Service, continuous improvement has become a core part of the culture at L&G. Developed by the Business Implementation, Service Development and Operational Planning teams, it has gathered over 1000 innovation ideas from all levels of the organisation since 2014 and generated over 400 projects. These started to deliver benefit from Sept 2014, gaining momentum ever since and reducing failure demand for the business. Overall savings of c200FTE have been achieved by absorbing growth and natural attrition, with no redundancies. Of the 221 ideas discussed out of behavioural economics and gamification only 2 have any benefit erosion – engaging people is demonstrably value adding! The programme provides operational excellence or continuous improvement training to all teams and has added 20 new implementation roles, supported by 30+ SMEs and a re-structured change team that has 2 black belt and 15 green belt specialists.
Who should attend? This case study 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.
- 6000 hours of work removed from processes, cutting out delays for customers
- Employee engagement scores up 25% from 2015 to 2016
- NPS jumped 10 points in one area, 4 points in another
- Efficiency savings of c200FTE – all realised by absorbing growth and natural attrition
Book your site visit places
Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email firstname.lastname@example.org and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.
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