RBS 2005 Annual Report Download - page 46

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Manufacturing
Manufacturing continued
Often referred to as “The Engine Room”, Manufacturing enables the
Group to function 24 hours a day, 365 days a year.
 In 2005 Group Workplace Operations, part
of our Group Property function, was judged
“World Class” by University College London, who
made the independent assessment using the
globally recognised ‘Attributes of a world class real
estate organisation’ benchmark developed by the
Real Estate Executive Board (REEB). REEB base
this benchmark model on the top 10% practices
drawn from their membership of over 150 global
blue chip companies.
 Manufacturing completed the delivery of
Gogarburn, the Group’s new headquarters, on
budget and six months early.
 Previously Royal Mail collected, sorted
and delivered our mail to customers. We appointed
UK Mail, a third party supplier, to collect and sort
the mail bags, and track and deliver them to the
Royal Mail for final delivery to the customer. By the
year end, UK Mail had processed over 200 million
envelopes through downstream access, generating
savings of £5 million. On average, 20% of
customers are now receiving their mail a day earlier
than they did formerly by 2nd class mail.
 One customer service centre reduced its
use of paper by 36% over 2005. Building on this
experience, other centres are significantly reducing
their use of paper.
 RBS Group Purchasing achieved the highest
scores within the 2005 Excellence in Procurement
study, run by supply chain experts A.T. Kearney.
The study, a multi-industry benchmark, involved
more than 300 global blue chip companies and
reinforced further our position as World Class
global sourcing leaders.
 Feedback from the employee opinion survey
showed a significant improvement in engagement
and motivation across Manufacturing, after more
than 1,500 people attended workshops on
coaching, developing and motivating their teams.
 Offshore Operations took part in the Jersey
workplace challenge which contributed to raising
over £25,000 for Jersey Hospice and Save the
Children in 2005.
Awards
 World Class Accreditation – Strategic
Sourcing team, Group Purchasing
A.T. Kearney
 100% Service Availability Programme,
IT Team of the Year
European Banking Technology Award
 Most innovative application of technology
Institute of Financial Services
 Global Innovator’s Award – Group Property
CoreNet
 Industry Champion
European Call Centre Awards
 Top prize for Business Infrastructure and
Facilities Management Strategy and Delivery
Royal Institute of Chartered Surveyors Property Management Awards
 Corporate Occupier of the year
Scottish Property Awards, second year in a row
 Gogarburn campus – most significant
contribution to the property industry in Scotland
for 2005
Variety Club of Scotland
 The Group’s internal mail handling service
won a World Mail Award in the Quality category
in May 2005.
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