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NFU Mutual considers itself a prudent business, successfully navigating the market for 100 years. This presents difficulty when suggesting changes as there is a reluctance to stray from an approach that works.

  1. BulletLiaising with management to find out key performance indicators.

  2. BulletFocusing on minimising FSA reportable complaints and so improving colleague bonus payments.

“If you can prevent one FSA reportable complaint by implementing some sort of control system then the work would be worthwhile as they cost the business a lot of money”


Tony Morris

Sales Floor Manager

NFU Mutual Direct

  1. 1)Gather statistics directly resulting from inefficient processes.


  1. 2)Project the potential gains from reforming these processes.


  1. 3)Investigate the financial benefits of the projected results.

© Garry Burns 2012 ・ garry@pushyourdesign.com