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Case study - Liverpool Victoria Friendly Society

Transforming the customer contact division of a financial service mutual

Please note that this case study refers to OCP, as this project was carried out when AOM was part of the Organisation Consulting Partnership.

Liverpool Victoria Friendly Society has established itself as a niche player leveraging its position as a mutual friendly society. Its ability to forge strong links with affinity partners has enabled it to offer a range of general insurance, banking and life products to its members. OCP has carried out several assignments with Liverpool Victoria Friendly Society, including transforming the customer contact division.

We enabled the business to meet its escalating goals for quality and service delivered to customers whilst realising a substantial improvement in efficiency. Our support included:

		Providing the framework, approach and tools for a comprehensive analysis of the underlying performance factors.
		Working with a joint consultant/client project team to ensure engagement at every level of the organisation.
		Supplying the best practice model for pilot operating teams to test and develop into a robust and suitable solution for the specific client context.
		Constructing the programme of projects designed to achieve the necessary transformation.
		Overall programme management of the implementation programme.
		Leading implementation teams on business process redesign and management process design.

To illustrate the range of OCP's contribution in this programme, we provided:

		Training for managers - We carried out a 5-day simulation-based training programme with around 200 front line managers.
		Supporting implementation through HR - We helped introduce a new management selection process to target development efforts on key operational managers.
		New software tools - We provided coaching and software tools for forecasting and planning.

The analysis and solution-testing phase was completed within 3 months. The organisational changes were achieved within a further 3 months. A year later the results included a productivity improvement of 40%, a 30% rise in sales conversion rates and a halving of the staff attrition rate.

Following a strategic review led by the chief executive, Liverpool Victoria Friendly Society defined those customer segments where it would focus its attention. Subsequently the business decided to re-organise around those segments so that from top to bottom its people would build expertise in delivering the right service to each group of customers. OCP was asked to work with an in-house project team to effect the re-organisation of the 1,000 person Membership Services function around four customer segments. That project was completed four weeks ahead of target without disruption to its customers and with minimal stress for its people.

Other case studies

 Bank of New York

Enhanced operations management in client administration.

 EDS Credit Services

Improving operational delivery in mortgage administration.

 International Card Corporation

Improvement and recognition of individual and team performance in international credit card corporation.

 National Australia Bank

Delivering significant performance gains in the customer services and operations division of a major financial organisation.

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