Bank of Scotland
Bank of Scotland, now part of HBOS, serves professional, business and personal customers
with a full range of retail and wholesale banking facilities through its network
of 325 branches. It has 21,000 employees. Corporate offices throughout the United
Kingdom and in the principal cities of continental Europe and the United States
provide a comprehensive service to larger business customers.
The Bank has been widely recognised as innovative and forward-thinking. It is admired
for its cost-effectiveness and for the strength of its relationships with customers.
The quality of the frontline and back-office staff, reflecting a sustained investment
in people, has helped the Bank to stand out from its competitors. Collinson Grant
worked with the Directors of the Bank and their staff for eight years. A small team
of colleagues successfully supported managers in:
- establishing internal communications strategies and plans for the branch network
- implementing a total quality initiative with Branch Managers and briefing the company-wide
Quality Forum
- developing, designing and publishing a full range of internal and external communications
and improving their currency and quality
- harmonising measures of performance and managerial controls in call centres
The expectations of customers of financial services organisations have risen rapidly
in the last decade. Our work with Bank of Scotland has highlighted the contribution
that effective communication, clear accountability for delivery, and precise measures
of performance can make to the success of large companies.