Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and complete this form to describe what you have taken from the modules and how you have applied these in your role.
Each Box Set costs £325 +VAT. (Free to anyone on an Assisted Learning Pathway). Click on the descriptions below to book your place now.

2017 Case Study: Simplifying Service: put people at the heart of change at L&G

Discover how collaboration and empowerment releases potential. By raising 1,300 ideas from colleagues in just 30 months, continuous improvement has saved 200 FTE overall and raised NPS.

See the full Case Study.

Through Simplifying Service, continuous improvement has become core to the culture in Insurance Customer Service (ICS) at L&G, one of three complementary strategies that are driving engagement. Governed in partnership by Business Implementation (BI), Service Development and Operational Planning teams, benefits flow from 250+ projects, including pioneering robotics. Starting in 2014, they’ve gained momentum ever since and cut 200+ FTE of failure demand. Savings were achieved by absorbing growth and natural attrition, with no redundancies. Ideas stem from engaged colleagues, not just Six Sigma teams. The programme has added 20 new implementation roles, supported by 30+ SMEs. A re-structured change team has two black and 15 green belt specialists.

Key results

Process improvement has released capacity of 208 FTE over 30 months
1,300 ideas offered by front line colleagues since May 2015
29 processes automated using robotics
Colleague engagement scores up 25%
NPS up 10 pts in home, four pts in life insurance