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Centrical and Ocado

Centrical and Ocado

A cohesive and genuine partnership underpinned the introduction of an employee engagement platform. Both teams worked very closely, even before contracts were exchanged and Ocado became a design partner of Centrical.bThe vision for the launch was to reduce the complexity for leaders, it was important that this was not just another link to follow, another set of data or another system to log in to. During the design partner program, they worked closely to understand the key requirements of Ocado’s QA programme, and how Centrical could support this directly within the platform. QA was not an existing feature, but through their close partnership, this new feature was brought to life and the Centrical system rapidly became a one stop shop for all employee engagement, performance management, rewards and recognition, and quality management, allowing the platform branded internally as ‘Mint’ to become an integral tool to the business.

Business Systems & Motorway

2024 Partnership Awards

Through partnering with Business Systems to implement Calabrio, Motorway has experienced significant improvements in their WFM and Planning operations. These include substantial improvements to adherence, equivalent to 30 FTE per week, a considerable increase in the efficiency of internal processes such as holiday requests, and the fostering of an overall more positive work environment resulting in greater employee satisfaction and improved customer service. Through innovative problem-solving and dedicated teamwork, they overcame challenges in integrating systems, delivering significant operational improvements and financial benefits. Shared goals and a willingness to “walk in their customers’ shoes” were key elements of this successful partnership – we understand that Neil did get a good price for his car!

Alexandra Jordan at Zopa

2024 Improvement & Quality Awards

In the digital era, efficient knowledge management is essential for innovation and operational efficiency. Alexandra revolutionised the knowledge system at Zopa with “Zoracle,” a user-friendly hub for guides, videos, and updates, transforming scattered information into an accessible format. This strategic overhaul improved operational efficiency, enhanced employee performance, and fostered a culture of knowledge sharing. Zoracle’s success underscores the vital role of digital tools in organisational change, setting a benchmark in knowledge management.

Alana Pollard at The Open University

2024 Improvement & Quality Awards

Alana at The Open University led the development of a Knowledge Management System (KMS) training programme, employing a learner-centric approach to overcome the inefficiencies of existing virtual training. Innovating with modular e-learning, interactive simulations, and instructional videos, she made the learning experience more engaging and relevant for content writers. Her work significantly enhanced role relevancy and the application of knowledge, showcasing the power of targeted educational design.

Susan Drape-Comyn at The AA

2024 Improvement & Quality Awards

Sue Drape-Comyn, a quality management innovator, revolutionised her team with coaching, mentoring, and empowerment. Prioritising personal development and team mobility, her approach enhanced organisational efficiency and team performance. This strategy resulted in high engagement scores, low absence rates, and outstanding compliance reviews, showcasing the power of genuine empowerment and succession planning. Sue’s leadership exemplifies how effective management can lead to significant organisational and individual growth.

Mel Coley at The AA

2024 Improvement & Quality Awards

Mel’s story at The AA is a compelling narrative of strategic improvements and impactful changes in quality assurance. Highlighting empathy and collaboration, her focus on both customer and business outcomes led to notable enhancements in operational efficiency and team morale. Challenging traditional views and fostering continuous improvement, Claire’s customer-centric approach and commitment to team engagement have driven significant operational advancements, embodying a transformative journey in fostering a supportive, quality-driven culture.

Claire Donson at The AA

2024 Improvement & Quality Awards

Claire’s journey at The AA illustrates the impact of resilience, collaboration, and education on driving organisational change. Facing initial challenges in report writing and confidence, her commitment to personal development and stakeholder engagement led to significant improvements. Through tailored communication and workshops, she enhanced cross-departmental relationships and customer outcomes, shifting towards a more inclusive culture. Her story highlights the transformative power of individual efforts in fostering a supportive, collaborative workplace environment.

Linda Redfearn at Novuna

2024 Improvement & Quality Awards

In an era demanding rapid and accurate information sharing for customer service excellence, Linda’s story shines as a beacon of innovation in knowledge management. Working as a Procedures Specialist, she transformed her organisation’s approach to managing, accessing, and utilising knowledge. With a focus on a user-friendly, centralised knowledge base, her journey from identifying inefficiencies to implementing strategic solutions showcases remarkable improvements in operational efficiency, engagement, and training quality, serving as an inspiring example for others.

Ellie Robinson at Novuna

2024 Improvement & Quality Awards

Ellie’s work at Novuna Consumer Finance exemplifies the transformative effect of centring both customers and colleagues in operational strategies. Her focus on empathetic, customer-centric training has significantly boosted performance, engagement, and service quality. Ellie’s efforts in simplifying processes and enhancing colleague capabilities have led to notable improvements, including reduced response times and increased stakeholder engagement. Her work underscores the value of empathy, strategic communication, and continuous improvement in operational training and development.

Alice Fletcher at HGS

2024 Improvement & Quality Awards

Alice spearheaded a transformative quality management initiative at Hindustan Global Solutions (HGS), significantly impacting its extensive global operations. By introducing Quality Central, a system meticulously designed to refine quality management processes, Alice not only streamlined operations but also nurtured a culture of continuous improvement. This strategic move revolutionised performance tracking significantly reduced administrative burdens, and marked a substantial leap towards operational excellence and strategic focus.
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