As the credit crunch started to bite, the Nationwide's leadership recognised the need to build on existing performance management processes and practices if the organisation was to truly engage its people and achieve its corporate goals in a rapidly changing marketplace.
The organisation was 'comfortable' and paternalistic. With a squeeze on margins and poor public perspective of the financial services sector in general, Nationwide's ability to be more commercial and yet maintain its reputation for good customer service was paramount.
There was also a need to deliver a much more consistent performance management approach for staff such as cashiers, customer service advisors and mortgage specialists who were spread across a distributed network. Their approach had to be aligned with that of the customer contact centres and two Head Office sites.
With a need to deliver and introduce the revised performance management approach to 22,000 employees and 2,800 managers across the UK Nationwide asked Change Associates to help.
A working group was established to ensure end user input and an Executive Sponsor worked closely with the project team to provide strategic guidance and sign off allowing the work to progress at pace.
The key project outcomes were agreed as
Working with the Nationwide in-house team we delivered all the training and materials within 12 weeks and within an overall budget of less than £1 million.
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Last updated: 10 Jan 2019