case studies
Financial services
Operational Performance Measurement
- Client
- UK Clearing Bank
- Sector
- Financial services
Project description
The Bank was implementing a number of regional operations centres. It needed to show that the Centres could and would offer improved customer service at lower cost.
ItemPlus was asked to advise on the performance measurement approach and to help the project implement the necessary measurement and reporting processes.
ItemPlus established:
- performance framework for the centres ("balanced scorecard")
- performance baseline
- performance reporting structure and tools.
Outcome
The performance framework and measurement processes were implemented in the centres and have been adopted by other units in the Bank.
