eg solutions is working with management and staff to improve customer service and reduce costs. eg aims to develop a balanced range of key performance measures using the eg principles of production management supported by eg work manager software. These measures include service standards, staff skills, quality thresholds, work volumes and standard times allowing for an accurate, transparent and timely management of information, which would effectively replace the use of bespoke spreadsheets.
eg’s objectives to identify capacity for growth, improve productivity, implement consistent management practices across both businesses, provide transparent management information, apply consistent quality and service standards and identify and realise operational cost benefits ensures that Preferred and SPML expansion plans are not compromised by corresponding increases in staff overheads.
Gavin Deeble, Underwriting Manager & eg Project Manager stated: “The management information that we now have thanks to eg work manager is phenomenal. At a glance, managers and team leaders have the tools to hand to see exactly where we stand in terms of resource, workloads, service standards and pace.”
Tom Atkins, Head of Associated New Business added: “The eg three staged approach to achieving operational excellence has enabled a focused approach to productivity and service delivery to be applied on a daily basis, either through the morning huddle or remotely throughout the day as the system operates in real- time. The platform is sufficiently flexible to enable refinements and we have used this to good effect as we are now approaching our aspirational targets for both efficiency and effectiveness.”
“If we were asked the question ‘would we like to revert to the way we were before eg?’ the answer would be a resounding NO.” concludes Tom Atkins, Head of Associated New Business, Preferred.
