This video is the sixth in a series of highlights from the Leaders Summit event on 10th March 2016 at the Queen Elizabeth II Centre, Westminster, London. Pauline Holroyd, Vice President HR, Europe, Middle East, Africa & Asia Pacific, Crawford and Company summarises the work she has led to understand and improve the end to end system that Crawford and Company is part of. Pauline describes the profound results when three organisations: an insurance broker, Aviva, and Crawford and Company worked together to study and improve the system from the customer’s (the policy holder’s) point of view.

In the blue box below, there are links to additional material relating to Pauline’s video. You can also read Vanguard and Locality’s 2014 publication: Saving Money by doing the right thing: why ‘local by default’ must replace ‘diseconomies of scale’. This research includes examples of public sector organisations working together applying the Vanguard Method to study and improve their end to end systems.