Tool sees culture as key to service

Groupama has implemented a culture measurement tool designed to improve broker service standards.

The Organisational Transitions-Real Time (OTI-RT) system was piloted in the insurer's Manchester operation, and has been designed to allow staff to regularly complete questions based on the company's current strategy and objectives online. Once this has been completed, the tool will be able to analyse the results.

Paul Picknett, corporate services director at Groupama, said: "OTI-RT has enabled us to

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