Driving improvement at Accident Exchange Ltd

Following the previous successful transformation project within Accident Exchange’s (AX) Operations department, Managementors has recently completed a 20-week project within AX’s Logistics department, based across five depots (Lichfield, Dartford, Bracknell, Warrington and Glasgow).

The Project

The core objectives of Project AXiology were to enhance processes, interfaces and upskill colleagues to improve their operation and offer a better service to customers. Managementors supported the Logistics department to optimise delivery planning, maximising revenue from claims, and tackling the root causes of issues affecting performance.

Through the embedding of an effective Management Operating System and gaining further visibility and control over Transport teams, along with meaningful active management coaching, a sustainable step change in performance was achieved, allowing better delivery of customer expectations. Managementors supported the business in efficiently managing growth in customer demand through the peak winter period and ensuring that the operation is now set up for a successful future.

Key project activities included cross-branch process workshops, to map out and critique the ‘as is’ process, and identify gaps, frustrations and bottlenecks. A Working Group was set up in partnership with the client to prioritise, progress and review the opportunities identified and ensure practical and successful solutions. The introduction of performance reporting at branch level, with new performance tracking dashboards, now provides the operation with a single source of truth for branch performance.

The Outcomes

As a result of the hard work and collaboration of the AX team and Managementors, productivity increased by 36%, accompanied by strengthened interfaces, more efficient processes, and improved planning tooling to support the achievement of targets for the time to deliver vehicles to clients. This equates to a total evidenced benefit of £1.1 million for the client.