Icare is the Netherlands’ leading care organization and offers its clients home-based care and nursing services. Icare’s ambitious goal is to be the natural first choice for clients and staff by 2015. In January 2010, this customer approached us with the question: how can we start to work more efficiently, based on employee and customer value and what can we do to achieve this in the longer term?
Zwitserleven
In 2002, there were changes in senior management within the Zwitserleven pension insurance company. Marco Keim, the company's new CEO, aimed to make Zwitserleven the Netherlands’ number-one pension insurer. He wished to improve customer loyalty by educating staff and introducing changes. In this case, the customer’s question was: what do we want to achieve and how will we accomplish it?
Achmea Zorg
In early 2006, Achmea Zorg appeared to be the main beneficiary of the rules introduced as part of the government's new plans for basic health insurance. Achmea Zorg managed to acquire around 600,000 new clients from other healthcare insurers. However, the sense of excitement triggered by the arrival of 600,000 new clients soon changed into a sense of urgency when the enormous growth in client numbers placed major pressure on operations, resulting in significant losses.
Achmea Corporate
Achmea is an insurance group that came into being as a result of mergers based on a ‘fleet philosophy’: every member of the Achmea Groep retained its identity and continued on more or less the same course. Over a period of 200 years, merger followed merger, ultimately creating the Netherlands’ largest insurance company. Its scale was enormous, but it was not sufficiently successful in leveraging the scale advantages.
Dienst Landelijk Gebied (Government Service for Land and Water Management)
The Government Service for Land and Water Management (DLG) is an executive agency of the Dutch Ministry of Agriculture, Nature and Food Quality (LNV) which translates land-use policy into concrete plans and ensures that these plans are implemented. As part of the government's public service renewal plans, government authorities are expected to operate in a way that is more efficient, effective and results-driven. &samhoud was asked to provide a framework for and support with the necessary change this will bring.
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