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Card Operations – Continuous Improvement Programme – ‘RISE’
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Date: 17th Oct 2004
During the first week of September the Bank cascaded details of a new continuous improvement programme called RISE as part of an overall review of the Telephony function within Card Operations.
The project stands for Reforming, Improving, Service and Efficiency and according to the Bank aims to improve both customer service and the work experience of staff.
Although the Bank’s plans are wide-ranging, it says that it intends, at least initially, to concentrate on two main areas:
• Sickness Absence, and
• Shift Patterns.
Whilst there is little doubt that average sickness absence in Call Centres is higher than in many other UK industries LTU will be pressing the Bank to look at why and how ‘best practice’ in those other industries can be applied to Card Operations.
The Bank has also told LTU that current shift patterns do not allow it to meet customer demand in peak periods or give sufficient time for training and coaching.
We have stressed that the important issue will be what protections are made available to staff who are quite happy with their present working patterns and who are unwilling or unable to change.
Nick Holt, LTU’s Assistant General Secretary, said that he would keep members informed of developments, but that if any members are either approached to change their work patterns against their will or approached in relation to their sickness absence records, they should contact the Union’s 24 Hour Advice Line on 01234 262868 immediately for independent, professional advice and guidance.
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