Europ Assistance - Activity Report 2015-2016 - page 40

Antoine Parisi,
Group Chief Executive Officer
e are constantly looking for ways to improve how
we operate, and Lean Management is the best path
to achieve our goals. Lean Management fits into
a continued improvement process and changes the way we work, im-
pacting our corporate culture. This is a strategic program and the role
of top management is crucial to lead it to success. Lean Management
means much more than just productivity gain and waste disposal: it is
a complete cultural transformation, requiring new management prac-
tices, new behaviors and habits. Lean Management is about custom-
er-centricity and employees’ commitment.
WE WANT TO FOSTER THE EMPOWERMENT AND INVOLVEMENT
OF THE PEOPLE WHO ARE ON THE FRONT LINE
Through the deployment of Lean Management across all our companies
worldwide, we want to foster the empowerment of our teams and ac-
celerate our decision-making process to continue to deliver best-in-class
service to all our customers. We want to foster the empowerment and
involvement of the people who are on the front line, giving them the
power to decide and address issues. Our client-facing staff knows cus-
tomer expectations better. They can identify issues and should contrib-
ute to solving them. This is the spirit of Lean Management, as initially
launched by Toyota in Japan decades ago. We want to encourage the
attitudes of listening, deciding, explaining and doing. This is strategic as
it puts the customer at the heart of our actions.
WE EXPERIENCE THE CHANGE
We are already noticing great results. All our customers should visit our
platforms to feel the true spirit of Lean Management in action. I am
confident that Lean Management will further improve our already high
quality of service and employee commitment.
LEAN MANAGEMENT
CHANGES THE WAY
WE WORK
In 2015, we deployed a major Lean Management program
across the Group. Beyond improved efficiency to deliver better
service to customers, Lean management is expected to translate
into a stronger and more responsive operating culture.
THE AIM OF
LEAN MANAGEMENT
> changing the way we work
> empowering our people
> improving efficiency,
quality, and customer value.
> eliminating waste
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