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

2. 2 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 Agenda

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

4. 4 Sustainable “Kaizen” culture – doing things better Action workout problem solving Value Stream Mapping Small daily improvement Heritage - Background “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

5. 5 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 What Heritage Learned

6. 6 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 How Heritage are going to use the learning?