2024 Summer Best Practice Showcase (Virtual)

Case Study 2018: Releasing the potential of planning at Barclays

See how a new end-to-end planning tool has delivered consistency, control and agility whilst freeing up time to transform the role of the planning analyst at Barclaycard.

2021 Insight Awards: David McGhee at PokerStars

2021 Innovation & Transformation Awards: NHS BSA

2021 Quality & Improvement Awards: Susan Drape & The AA Quality Team

2021 Partnership Awards: QStory x Domestic & General

The Domestic & General partnership with QStory on real time automation led to a step change in colleague empowerment, transformation in the real time planning team and a remarkable, rapid ROI. Like many of the partnership, this stands out as an easy and open working relationship that enables learning and evolves
the technology in an agile way. 

2021 Partnership Awards: AXA x Pega

AXA Insurance and Pegasystems pioneered the use of desktop analytics as workforce intelligence during lockdown. Using this data in entirely new ways, with practical dashboards, drove action and supported operations teams, who faced rising AHT and slow systems at home. Downtime dropped 70%, AHT by 10 seconds and colleague satisfaction rose by 13 points. 

Lesley Cooil, North Yorkshire County Council - Quality Individual 2022 Case Study

Lesley Cooil from North Yorkshire Council has reinvigorated calibration with each meeting having a clear focus to deliver improvement not just consistency.

Esther Blakelock, Northumbrian Water - Quality Individual 2022 Case Study

Esther Blakelock from Northumbrian Water has engaged closely with her operation to deliver a consistent and effective quality approach across different channels and business areas in just a few months.
 

Sarah Banks, Macmillan Cancer Support - Quality Individual 2022 Case Study

Sarah Banks from Macmillan Cancer Support has introduced an innovative peer to peer assessment process which is reducing rework and driving consistency in their back-office processes. 

Hayley Fritz, FIS - Learning Professional 2022 Case Study

Haley Fritz from FIS has created a culture of learning and knowledge sharing across a multinational company by setting up a biannual virtual conference where everyone can get involved. 

Sam Mapstone, Dwr Cymru Welsh Water - Quality Manager 2022 Case Study

Sam Mapstone from Welsh Water has introduced a new easy to understand quality framework with a focus on engagement, customer, and company. 
 

Robyn Bowyer-Smith, The People's Pension - Knowledge Management Individual 2022 Case study

Robyn Bowyer-Smith from People’s Pension has engaged closely with the end users and introduced a new knowledge management system that is already supporting her colleagues. 

Water Plus - Quality Team 2022 Case Study

Brand ambassadors build engagement with quality at Water Plus
The team have evolved their quality from ticking boxes for a simple outcome-based framework that is empowering people to engage, inspire and deliver. Five key contact milestones provide a framework for delivering the right customer outcomes, allowing advisors the freedom to be brand ambassadors in their own way.

The Very Group - Knowledge Management Team 2022 Case Study

Becoming a core, trusted source of knowledge for the business at The Very Group
In migrating to a new technology platform, the team have taken knowledge management to another level. Regular improvement keeps this information accurate, up-to-date, relevant, and easy to access. A clear link to outcomes enables effective coaching and brings new recruits up to speed quickly.

Sainsburys Bank - Quality Team 2022 Case Study

How a risk-based approach gives focus on improvement at Sainsburys Bank
Recognising the waste and pain points in their own processes, the team have engaged with their colleagues to change the scope of quality, with clear measurable objectives and collaborative governance. A new simpler risk-based approach is giving focussed and trusted insight and coaching which is delivering real value.