A team approach to better service
The LEAN approach, is a way of thinking at every level about
what adds value to the customer, and eliminating what doesn't. It's
about empowering employees to own and continuously improve their
processes - and that can only be good for our customers.
Rose Keanly and her team at Old Mutual Service, Technology and
Administration (OMSTA) in South Africa have made this kind of LEAN
thinking part of their culture. Since 2007 they have reduced costs
by around R660 million, with another R231 million to come over the
next three years. Yet customer and intermediary service levels have
gone from strength to strength - Old Mutual recently won its third
successive Orange Ask Afrika award for best customer service in the
South African long-term savings industry. So LEAN is helping us
keep both customers and shareholders happy. And this success is
satisfying for our people, too: since OMSTA's LEAN initiative
began, staff morale has improved significantly.
This LEAN approach to thinking about delivery to customers, and
running a business to achieve excellence, is now being explored
across the whole Long-Term Savings business with support from Rose
and her team in South Africa.
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