Standard Life
Navigant Consulting, 2008
Performance improvement plan
Summary
Standard Life’s reputation for market leading service is a key differentiator. The challenge faced by the Customer Services Division is to continue to deliver this level of customer service while constantly improving efficiency and reducing costs.
Navigant worked with Standard Life to perform a complete review of their operations, identify an initial performance improvement plan and develop a longer term Customer Service strategy.
The result of this combined work is an operation that has maintained its market leading position while reducing servicing costs by over 20%.
Initial assessment
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