Systems Thinking at LV= Heather Dobby and Mary Sheehy

1. Systems Thinking at LV= Heather Dobby and Mary Sheehy

2. Agenda • What we are going to cover • Who are we? • Systems Thinking – The start of the Heritage Journey • What we set out to do • What Heritage learned • How Heritage are going to use the learning • Next steps 2

3. Who are we? Mary Sheehy Heritage Customer Service Manager “Putting the customer at the very heart of everything we do” Heather Dobby Senior CI Manager CIO Commercial Services “Enable LV= to make an informed choice about Continuous improvement” 3

4. Heritage - Background • Sustainable “Kaizen” culture – doing things better • Action workout problem solving • Value Stream Mapping • Small daily improvement • “Help us to view the end to end customer experience” • Doing better things based on understanding of current “system” • Utilised the Vanguard Systems Thinking model to help Heritage leaders see the activity through the eyes of their customers 4

5. What Heritage Learned • Customers must be at the heart of all decisions we make • Process perceptions – the reality can be very different • The importance of looking at the entire customer journey • Understand the implications and customer impacts of a single action • Empower our people to make the best decisions on behalf of the customer – one size doesn’t always fit all • Challenge external influences – are they really relevant? • Systems thinking isn’t radical – it makes sense 5

6. How Heritage are going to use the learning? • How we are taking this forward • Verbalise core work functions – remove the need for complex forms and make processes “one and done” • Remove duplication of work • Continue to learn from our mistakes • The importance of the customer outcome • Collaborative working across all teams 6