• Balfour Beatty
• Bank of Scotland
• CGU Life
• Channel Four
• Cooper Industries
• Electrocomponents
• FINDEL
• Finning (UK)
• Foreign and Commonwealth Office
• Hanson
• Imperial Tobacco
• McKesson Information Systems
• Office for Criminal Justice Reform
• Polestar Group
• Rockwood Specialties
• Rolls-Royce
• Syngenta
• Thorn Lighting
• United News & Media
• Westminster Health Care

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 has worked with the Directors of the Bank and their staff for eight years. A small team of colleagues has 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.