Direct Line Group Awards Case Study 2012: Transforming planning through people

Transforming planning through people

Click to see the full Case Study the Conference Presentation and Site Visit Agenda.

See how continuous improvement methods drove change in the mindset and behaviours of the resource and planning team at Direct Line Group, (part of RBS Insurance) transforming processes and saving cost.

A major cultural transformation in resource and planning (R&P) at the Direct Line Group has been stimulated by using ‘Lean’ reengineering tools. Where they previously contended with disparate and inefficient processes, there is now a people-focused 360° continuous improvement programme which is transforming the way they work. All the team have been trained in problem-solving and share best practice, resulting in the homogenisation of 88 complex processes. To date, 55 of these 88 processes have been rolled out, freeing up 24.8FTE capacity across R&P and operations, and improving call forecasting accuracy by 22%. Moreover, learning is being embedded in ‘Lean’ implementations for operational areas in the group, such as the back office.

Site Visit 18th October, Leeds

10:00 - 10:15
Arrivals and Welcome – Tea and Coffee

10:15 - 11:00
Project overview focussing on key results and the background and catalyst for this Innovation

11:00 - 11:15 Brief site tour
11:15 - 12:45 Breakout groups rotating through each of the session:-
  1. Engaging the Hearts & Mind of R & P
  2. Operations team (Agents & Team Leaders)
  3. Lean team, before and after
12:45 - 13:30 Networking Lunch
13:30 - 14:30

Resource Planning Team –Change in standards

14:30 - 15:00 Final Q&A  with team
15:00 Close

  • Capacity creation tracking at 24.8 FTE across R&P and operations, equivalent to £627Kpa
  • 88 documented processes now in place
  • Call forecasting accuracy up by 22%
  • Overtime spend forecast to drop by £550K pa
  • Established collaborative culture with operations to deliver real problem-solving capability
Take a look at these articles, videos and links
2012 Conference Report: Planning Improvement
2012 Winners & Case Studies
Editor’s choice: Top Ten Articles for September/October 2012
Planning Structures
See the latest articles on Forecasting
See the latest articles on Real Time and Tactical Planning


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