Lloyds TSB Scotland:

Customer at the Centre: Commitment-based Management for Collaborative Business Processes

Ambition

Lloyds TSB Scotland Direct (LTSBS) is part of the Lloyds TSB plc group that targets the mortgage intermediary channel. LTSBS Direct was significantly under budget in the first year and in March 2002, VISION were invited to launch "LTSBS Spearhead", with a mission of jointly:
  • reducing the short fall for 2002, and
  • increasing performance in 2003, and beyond

The project team's Promise was:

  • to beat the business plan by more than 400%
  • in 11 weeks
  • no additional headcount

Project Summary

Through the design and deployment of the co-ordination process required to deliver the customer proposition, the project delivered:

  • a dramatic change in the performance of LTSBS Direct in 11 weeks, with
    • no changes in lending policy, and
    • no changes in staff - "the same people doing different things"
  • a step change in lending performance that was demonstrably sustainable
  • the coordination process was integrated into the technology to increase efficiency and management visibility, and to ensure sustainability.

Value Delivered

  • ticket value (the value of the individual loan) has improved by 40%
  • independent audit of the quality of the book by Group Credit & Risk highlighted a significant increase in the quality of business - Loan to Value ratio has improved from over 95% to below 75%
  • market share increased by about 250%
  • FTE resource requirements increased only slightly.
Lloyds TSB Scotland:Mortgage Balance Growth (Ј) Scotland 2001 - 2003

Graph Source: CACI(2004)
Text Source: Excerpt from a presentation made by Norrie Henderson of Lloyds TSB and David Le Brocquy of VISION Consulting at the BPMG in May 2004.

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