Barclays Bank Case Note

Barclays National Records Centre (BNRC) holds some two million boxes of documents of varying types and moves up to 7000 of these boxes per day. Growth over recent years has been very great as more activities have been centralised and this had put pressure on people systems and equipment.

The starting point was a thorough review of activities using our unique Health Check. By involving employees at all levels this allowed us to home in on the issues most likely to bring immediate benefits. In particular we encouraged more thinking about internal customer service and the need to focus on service level as a means of measuring performance. We then moved on to address specific areas where changes to layouts, equipment and systems could improve performance.

Barclays Case Note