Appendix A: Barclay’s employees Essay

Barclays jargon organizational Strategy and Employee Morale September 15, 2007? circumscribe Barclays Bank 3 Roadmap-Thesis 5 discourse Results 5 Academic Research Recommendations for table profit 7 Conclusion 10 References 12 accessory A Barclays Employees 14 supplement B Employee Interviews 15 Appendix C modeling For Improvement 19 ? Barclays Bank Barclays is the third largest deliberate in the unite Kingdom. The lingo can guide its roots hindquarters to 1690 in Lon take up. The pertain Barclay first arose in 1736.Today the bank is a global financial harbor appendr operating in the UK, Europe, United States, and Africa. The banks headquarters argon at One Churchill Place in Canary Wharf, in Londons Docklands, having moved there in may 2005 from Lombard Street in the City of London. Barclays US headquarters atomic number 18 in Wilmington, Delaw be where it acquired the former Juniper Bank (Answers Barclays Bank 2006). Barclays is a UK-based financial go group , with a very large international heraldic bearing in Europe, the USA, Africa and Asia.It is engaged primarily in banking, investment banking and investment heed. In price of market capitalisation, Barclays is one(a) of the largest financial dish outs companies in the world (Barclays Newsroom 2006). Barclays has been involved in banking for over 300 years and operates in over 60 countries with more(prenominal) than 113,000 long-lived employees (including 33,500 at Absa). For the year ended thirty-first December 2005, the group achieved a pre-tax profit of ? 5,280 million, up fifteen per cent on 2004. In 2005 Barclays paid approximately ? 3 billion in taxes (Barclays Newsroom 2006).Customers ar served finished a variety of channels comprising the pitchfork network, cash machines, telephone banking, online banking and sorting relationship managers. It is managed finished two business beas, UK Retail Banking and UK wrinkle Banking. In UK Retail Banking there argon 14 mi llion retail nodes, including stream accounts, savings, mortgages, and general insurance (Barclays Newsroom 2006). Local air reserves banking returns to 592,000 guests UK Premier provides banking, investment products and advice to 286,000 self-feeder nodes (Barclays Newsroom 2006).UK Business Banking provides relationship banking to larger and medium-sized businesses. 183, 000 nodes ar served by a network of relationship and indus tense sector specialist managers (Barclays Newsroom 2006). Barclays strategical notwithstandingt is to To deliver draw quartile total shareholder return coitus to our peers, consistently over time (Barclays p 2 2004). The company focal pointes directly on increasing shareholder value kind of than employee retention and morale. Barclays does not throw off a directly available representation and values statement that is visible to the international environment.The internal environment at Barclays is one of traditional top-down management. The unified culture at Barclays maintains a hierarchy of experience and education, where the management aggroup places a large amount of focus on meeting the shareholder strategy. accord to Barclays In recent months, we demand taken a number of step to enhance further our corporate institution practices. We perplex expanded the remit of the remuneration Committee to cover strategic human resource jazzs (Barclays 2004 p 3).These strategic changes included continued and upgraded our investment in established programs for the community, equality and diversity, and the environment built on our reputation as a pioneer and leader in the theater of financial inclusion excellent wrong and conditions for colleagues impacted by offshore outsourcing certain a clear statement on human rights, and continued our participation in the Business Leaders Initiative on Human Rights and made ingenuous improvement in adapting our branches and offices to be fully companionable to customers with disabilities (Barclays p 12 2004).Barclays did not, however, correct a corporate strategy or foreign mission to address its near 20% turnover rate which has been continuous and clean now changing for the past three years, an character that Barclays focus is on stakeholder value and not developing or addressing employee morale. However, Barclays does ready a large focus on community service, receiving the 2004 National Business award for Corporate Social Responsibility (Barclays p 12 2004). (Barclays p 47 2005) ? Appendix B Employee Interviews Employee 1 What is your product line and map at Barclays? I am a telephone operator and sales advisor, working both the phone lines and desk. sales advisors are front-line employees performing work at the transaction level. We are dedicated to customer cheer and providing great service. We compliments to provide great service however roll in the hay the challenges in modify the work processes. What are your beliefs intimat ely Barclays strategic objective lens? Our philosophy is client centred. I retrieve the clients guard ultimate cognition of themselves and that the bankers job is to draw out this discipline and insight, help clients organize it, and stimulate clients to employ their funds break amodal value. What are these challenges in improving the work process?Office administration at all levels, particularly where reports of motif and such are concerned, there is sometimes when they call out the good, and embarrassingly the openhanded also. Sometimes leadership is pauperismal but not always. So, if you have a good idea and you dont socialize with the management, you are not going to be listened to. The same is true if you are having a problem, or a customer is beingness overly abrasive towards you. It can be a little insane. Can you formulate the leadership strategy in penury? They focus on certain sight and not the whole department or team.Favoritism is the coin of the realm in my department. The code of silence dictates that discipline mustiness be administered when broken and rewarded with favor when adhered to, in contrast to a system where one is encouraged to excel. My department operates more on the prison model of behavior control. What are your beliefs about Barclays strategic objective? Our philosophy is client centred. I believe the clients have ultimate knowledge of themselves and that the bankers job is to draw out this instruction and insight, help clients organize it, and stimulate clients to use of goods and services their funds better.What do Barclays mission and value statements mean to you? Value of an open, serious-minded and complementary approach to quality certified customers and developing customer loyalty. a mean and systematic approach to quality including ensuring that the results of observe and evaluation are fed back in order to effect improvement. How does Barclays leadership en authoritative proper observe and evaluati on? Use of internal cognitive process/service benchmarks is not enough although several(prenominal) recognized performance indicators are utilise by managers, but customer satisfaction selective information should be requested for individually purchasing transaction.There is a deprivation of cooperative work processes and supporting information systems which negatively impact customer service. What kind of customer service do you try to perform? I believe in being responsive to what the customer wants as opposed to what she ought to have. With service, you also always itemise the truth as you see it. I put a lot of ferocity on contracting-what can I do for her that will be of value to her in that time frame. Does leadership help you want to provide good customer service? Leadership has not helped me want to provide customer service. Not everyone is a decently human being. Not all are case-hardened with respect.Someone seriously barbaric in the office and nothing is make a s it is not viewed as wrong. Employee 2 What is your job and role at Barclays? I provide telephone customer service. What are your beliefs about Barclays strategic objective? There is an emphasis on customer service as a driver of business performance. What does customer service entail? I have to have an in-depth understanding of various components including stock excerption and restricted share award processes eligibility requirements and knowledge of plan design, alternative practices and business inevitably/issues and I use this to help the customer build their best banking services.I have to be able to track and proctor customer accounts and customer service. Does Barclays give you haunt study and all the materials you need to do your job? No. I privation I had access to more on-going training program for customer service as what I do is preferably complex and precision is very classic so the customers bank accounts are all correct. Some managers are sincerely willing to help you out. Others blether to you like you are an idiot for enquire for help.It is a half and half chatoyant at getting training or help with something, un little it comes from corporate management. How does corporate management get information or motivation to you? I dont count on corporate has affectd anyone. They send training videos or PowerPoint presentations explaining the importance of customer service, but what I really want is more technical training so I can give better customer service. Im already well-mannered and courteous. How do your direct leaders motivate you to give good customer service?Management appears to want to make this an issue and an expectation that everyone should jump on board. If soul becomes ostracized or somehow made less because they dont buy into the hubbub, it seems weve just created a worse problem. Its some a Catch-22, Im not engaged all the way because they dont give me what I really need and I get treated like Im a moron, but they e xpect me to always smiling and be happy, even when the manager is instead literally rolling her eyes at me.Its a terrible, rude standard atmosphere at least half of the time. What about the other half of the time? How do you feel about engaging with your job? I am not sure how to respond. I talk to customers and do what they crave as quickly as realizable and sometimes I make recommendations for better banking, but I dont know how this engages the customer one way or the other. ? Appendix C Framework For Improvement.