Europ Assistance - Activity Report 2015-2016 - page 41

Pascal Baumgarten,
Group Chief
Operating Officer
“Our objective is to
systematically challenge
our organization to
ensure that we always
serve customers first!”
ustomers are at the heart of all our actions. This is why
Lean Management is such an important program - it fo-
cuses on customers’ needs. Through the implementation
of this Group-scale Lean program, our objective is to systematically
challenge our processes, behaviors and organization to ensure that we
are all focused on the common goal of providing the most appropriate
service to our customers.
RELYING ON INTERNAL RESOURCES
Lean Management was initiated by the Operations department and will
gradually be rolled out across all functions and countries. Rather than only
hiring external consultants to deploy the Lean Management program,
we chose to rely on internal resources to build up the Lean Management
culture. In practice, we make important investments in each country
by setting up a full Lean Management team comprising experienced
lean experts and internal operational people. They will do field work to
support the transition and implement the Lean Management culture
before the operational teams become fully self-sufficient. A key success
factor is the close involvement of top management.
C
39
EUROP ASSISTANCE
ACTIVITY REPORT 2015-2016
1...,31,32,33,34,35,36,37,38,39,40 42,43,44,45,46
Powered by FlippingBook