The service challenge facing the retail banking operation of the massive Lloyds TSB group is daunting. How can an organisation with 35,000 employees deliver uniform high-quality service to 16 million customers across a network of 3,000 branches and offices? How can each individual customer feel valued when turnover tops the £7.2 billion mark and his or her transaction is just one of millions handled each month?
Lloyds TSB invited the Management Today/Unisys judging panel to visit one of its banks in Poole, Dorset to show how this challenge is met every day at branch level. Mike Collins, the manager, and his team provided strong evidence to back the comprehensive award entry submitted by senior managers based at the organisation's Bristol headquarters. A winning finalist last year, Lloyds TSB again impressed the judges with the energy it commits to service excellence and the strength of its performance in all four areas of the judging assessment: understanding customers, operational excellence, engaging people and vision, values and leadership.
Success in delivering excellent customer service while working to harmonise the operational procedures, culture, vision and best practices of Lloyds Bank and TSB Group is an enormous achievement. Moreover, in tandem with the merger integration process, Lloyds TSB has continued to pursue its policy of continuous improvement in addition to launching a number of exciting customer-focused initiatives throughout the past year.