RBS 2006 Annual Report Download - page 73
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RBS Group • Annual Report and Accounts 2006
72
Operating and financial review continued
Operating and financial review
Manufacturing
2006 2005
£m £m
Staff costs 763 725
Other costs 2,089 2,033
Total Manufacturing costs 2,852 2,758
Allocated to divisions (2,852) (2,758)
——
Analysis of Manufacturing costs:
Group Technology 966 953
Group Property 910 834
Customer Support and other operations 976 971
Total Manufacturing costs 2,852 2,758
Manufacturing costs increased by 3% to £2,852 million,
benefiting from investment in efficiency programmes while
supporting business growth and maintaining high levels of
customer satisfaction. Staff costs rose by 5%, with increases
in Group Technology partially offset by reduced headcount in
Operations.
Group Technology costs were 1% higher at £966 million, as we
achieved significant improvements in productivity balanced by
investment in software development. In the biggest integration
project undertaken since NatWest, we brought Ulster Bank
onto the RBS technology platform.
Group Property costs increased by 9% to £910 million,
reflecting the continuation of our branch improvement
programme and ongoing investment in major operational
centres, including Manchester, Birmingham and Glasgow.
Customer Support and other operations held costs virtually flat
at £976 million and, like Group Technology, achieved significant
improvements in productivity. At the same time we maintained
our focus on service quality, and our UK-based telephony
centres continued to record market-leading customer
satisfaction scores. Our investment in ‘lean manufacturing’
approaches across our operational centres is expected to
deliver further improvements in efficiency.