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Published on 27 April 2014

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

The Continual Learning Programme (CLP) provides a user-friendly toolkit that offers learning in variable bite-sized pieces, so that assessors can progress at their own pace in a style to suit them, booking their own CLP slots from time allocated by resource planning. Designed and implemented by the Operational Development team, this isn’t about a technical advancement, it’s the results of cooperation between teams that make it such an effective resource. Stemming from the vision of the new director, investing in people development is already driving customer satisfaction and shareholder return, with NPS tracking 2 points above average and contributing towards an increase in profit in excess of 20%. Development time has increased by 4% per month, with no extra budget – funded out of efficiency savings and carefully scheduled in ‘bite-sized’ slots.

Read the full case study here

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Author: Leanne McNamee

Categories: Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight, Strategy & Leadership, Back Office & Beyond The Contact Centre, Learning & Development, Awards Case Studies

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