Abbey is one of the UK's leading personal financial services companies. It is the biggest bank focusing only on UK personal financial services, which it provides to 18 million UK customers and expatriates.

Xayce were engaged to prepare a Strategic Point of View on Operations Excellence, highlighting ‘good practice' and the lessons that have been learned by other organisations with similar goals. The research work examined experiences - successful and unsuccessful - across several services industries including banking, telecommunications and utilities. Based upon this research, the study developed a generic roadmap for change programmes of this nature.

We have also supported Abbey's Life & Pensions Transformation Programme, which has the aim of improving business performance in this area. Our role was to lead the Operational workstream of this Programme with two principal areas of scope:

• Development of a balanced scorecard comprising the key performance metrics of the Life & Pensions manufacturing capability.
• Identification of the actions required to increase the flexibility of the manufacturing capacity.

Contact Philip Geiger