Case 2: Belgian bank
Client:
Shared Service Centre for money transfer of a Belgian bank (200 FTE)
Project:
Implementation of a new performance measurement system for the improvement of productivity and quality.
Situation:
An internal service provider faces the permanent challenge to lower operational costs. We offered support during the development and implementation of instruments and methods that improve both productivity and quality. These instruments had to allow for performance measuring at employee level and enabled managers to guide and coach more effectively.
Radius project:
A first phase consisted in the development of instruments able to measure productivity and quality in a reliable manner. We then set up a mechanism for performance feedback at individual and team level. During the implementation phase we coached department heads as they applied the instruments and concepts.
Result:
- 15% increase in productivity
- Validated standard times for all activities
- Validated indicators for gross and net productivity at individual and team level and a validated method for registering this
- Validated indicators for quality at individual and team level and a validated method for registering this
- Validated coaching concept: how does one go about an interview as regards employee productivity and how does one use objective performance data?
- Better daily fine-tuning of under- and overcapacity
Consultants are said to be able explainers who pass on the actual work to the customer. This cannot be said of Radius. 
DIRECTOR CMF, KBC