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Sector:


Royal & Sun Alliance

Background

  • One of largest insurance groups in Europe
  • Corporate partner division where policies are issued and handled on behalf of other financial institutions such as banks, building societies, retailers etc

Problem

  • In most cases respond to policy holders by phone and post
  • Help-line and postal workload covered by same staff
  • Time critical profile for phone calls (% must be answered within a certain number of seconds to meet performance criteria)
  • Postal work specifies response within 3 days

Outcome

  • Attendance patterns developed for staff that define core shifts
  • Commitment to match performance criteria
  • Staff agree on a daily basis their start and finish times so that they fit with the work requirement
 

Rosette
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"The gains not only drew in our costs but substantially improved our flexibility to respond in a fiercely competitive market"

Managing Director, Dawson International Subsidiary Company

Blue Bar

"Our Plan 2000 was designed to position Guinness in Dublin as a world class operation. Annual Hours was a central plank of our overall strategy, and Pasfield Curran consultants were able to assist us with their expertise in this area, allied to a wide knowledge and experience of the overall organisational factors involved in a major change programme"

Matthew Murphy, General Manager, Guinness

Blue Bar

“With the help of Pasfield Curran we now have a truly flexible workforce which genuinely reacts to daily workload fluctuations to meet customer needs. We now achieve 99.9% service level everyday at no extra cost”

Michelle Cook, Operations Manager, Boots the Chemist

Blue Bar

“Operating in an international market where customers must be satisfied immediately otherwise competition will step in, means we must constantly search for new ways of working. Matching workstyle with lifestyle is the key to success. In partnership with our staff and help from Pasfield Curran we moved from 5 days a week to 7 day working”

Kevin Riddett, Operations Manager, Motorola

Blue Bar

“Prior to the project we thought we were quite good communicators but the work we did with Pasfield Curran led us to a higher plane”

Tony McGrath, General Manager, Rhodia

Blue Bar