Improving productivity in the financial sector

October 2003
Management Services;Oct2003, Vol. 47 Issue 10, p5
Academic Journal
The changes experienced in the British financial sector over the years mean that their needs vary when it comes to productivity matters. Here are a few examples of the diversity of needs and how they are addressed. One of the largest building societies supplemented their own in-house resource with some of Scott-Grant's Productivity Analysts to evaluate customer queuing and improve service times using particular measurement techniques. An investment banker launched a new Unit Trust. Finding ways to improve productivity in offshore banking provided a number of opportunities for Scott-Grant Business Analysts to help evaluate process times. They have been involved in looking at various departments including human resources and administrative support. A team of analysts was provided on long term contracts to support the installation of a major new computer system working under management, supplementing their in-house resource. Productivity and Business Analysts were supplied to a major credit card company to look at ways of improving the productivity of their call centre operation.


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