case studies
Financial Services
International Banking – Local Processing Centre – Process and Productivity Improvement
- Client
- Barclays Bank PLC
- Sector
- Financial Services
Project description
As a result of a reorganisation and the creation of BPCI, a number of processes were transferred from then Channel Islands to the Isle of Man processing centre. Local management commissioned a review of processes, productivity, quality and team leadership.
There were five elements to the approach to this project:
- Development of a Productivity Monitoring & Management System, and establishing a baseline for ‘current’ productivity
- Enabling the accurate deployment of available resources to match workload
- Development of a Quality Management framework to enable the sampling and recording of individual and team quality results by process and by type of error
- A detailed and critical examination of processes, seeking to eliminate unnecessary tasks or steps and to improve the overall effectiveness and efficiency of processing
- An examination of the behaviours, performance and results of Team Leaders
The recommendations from the project and the improvements in productivity generated significant potential savings and improvements in the performance of the centre.
Outcome
The recommendations were accepted and taken forward for implementation
