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When our worlds come together| PERFORMANCE THROUGH ENGAGEMENT |

Today’s international finance industry is broad, complex, sophisticated and fast-moving. It’s a world that we observe closely and understand intimately in terms of structure, culture, language and the increasingly strict environment in which its players operate.

Our services are structured around six core capabilities, backed by the knowledge and experience of the Unipart Group of which we are a part.

By bringing our worlds together, working through a tried and tested methodology, we can align our capabilities to meet your needs to help you become more efficient, effective, competitive, responsive and successful.

Unipart Group

Unipart has transformed from a company known for automotive parts in the 70s to the multi-national logistics, manufacturing and consultancy group it has become today.

The metamorphosis began in 1987 under the leadership of John Neill, who has transformed and diversified the Company into a global group that is recognised for, and specialises in, added value logistics, manufacturing, supply chain solutions and consultancy across a range of industries and sectors.

The Unipart Group operates globally and is intrinsic to the success of some of the world’s biggest and most well-known brands.

We are one of the largest private companies in our sector, employing over 10,000 people around the world, with an annual turnover of around £1 billion.

Our breadth of knowledge and expertise in all areas of business processes, coupled with a commercial understanding of a wide range of industry sectors, led to the development and creation of a systematic way of working, that we call the Unipart Way. At its heart this is a philosophy of working centred on delivering exceptional levels of customer service.

The Unipart Way unlocks the full potential of our organisation by engaging our employees to solve problems and find solutions as part of a culture of sustainable and continuous improvement.

This unique way of working has enabled Unipart Expert Practices, our external consultancy division, to unlock the potential of a wide range of organisations, fundamentally transforming the way they do business. Unipart Expert Practices operates across multiple sectors, including Financial Services, Healthcare, Government, Retail, Education and Utilities.

Embracing the Unipart Way and embedding it within your business is proven to deliver significant results, as our clients have discovered. The biggest testament to the success of the Unipart Way is that we are recognised as a leader in business transformation and that we are studied and referenced across industry and business schools alike. What better way to clearly demonstrate that the Unipart Way really works.

“Creative employees pioneer new technologies, birth new industries, and power economic growth. If you want your company to succeed, these are the people you entrust to do it.”

Source: Harvard Business Review

UNIPART GROUP

Unipart Expert Practices: Financial Services Sector

We have extensive experience of delivering transformational change to some of the largest organisations, operating in Insurance, Retail, Corporate and Investment Banking.

We have helped financial organisations deal effectively with some of the key challenges faced by the industry as a whole, such as: restoring brand reputation, reconnecting with customers, effective cost management, ensuring compliance with regulation and engaging employees in new ways of working.

To meet these challenges, we can draw on our extensive first-hand experience, utilising the Unipart Way and our skills in customer insight, process improvement, employee engagement, capability building and leadership development. All of these elements work together to deliver measurable and sustainable benefits.

Typical results include: operating cost reduction, improved levels of customer satisfaction, enhanced revenue growth, mitigation and management of risk, regulatory compliance and improved levels of employee engagement.

Whatever your needs, we can help. We have well-proven methodologies to analyse the challenges within your organisation and to understand why they have arisen. We will work with you to create the required interventions to resolve your challenges, whilst unlocking the full potential of your people to deliver sustainable and continued improvement.

Our core capabilities are:

“We have seen a step change in our trading cycle. £90 million sanctioned on day one and we are creating pull through our system.”

Major asset finance provider

UNIPART EXPERT PRACTICES

Effective customer engagement

Customer engagement is a series of interrelated operational and relationship experiences which, when added together, increase our customers’ commitment to want to do business with us for the long term.

The customer of today has a much higher level of service expectation than ever before. In Financial Services, customers demand the best quality products and services and they will utilise multiple channels to fulfil their service expectations.

We have developed a systematic approach to customer engagement that will help you to more fully understand your customers’ needs and to rapidly identify and pursue opportunities to improve your relationship with them.

Our core capability will help you to:

• Build an effective Customer Engagement System to help you understand the real and perceived needs of your customers and enable you to serve them better than your competitors

• Introduce a systematic approach to capturing and translating all customer feedback, both positive and negative, into clear priorities and actions

• Ensure that all of your processes are built and managed with the end customer in mind, by creating improved end-to-end value streams that cut through silo structures and enable cross-functional collaboration

• Identify and address ‘critical to quality’ defects in all of your internal and external processes

• Provide genuine insight into customer satisfaction using our unique approach to customer complaints. We view complaints as opportunities to both improve and to delight customers, rather than as a generic and mechanical tick-box approach of dealing with problems.

“Standard Chartered Bank reported that in 2007 they found that branches with a statistically significant increase in levels of employee engagement had a 16% higher profit margin growth than branches with decreased levels of employee engagement.”

Source: Engaging for success: Enhancing performance through

employee engagement, UK Government Study

CORE CAPABILITIES

Driving performance through operational excellence

Operational excellence is often the key to improving profitability and creating a position of competitive advantage. We define Operational Excellence as ‘repeatable, reliable, capable processes which are environmentally safe and sound, focused on delivering value to the customer, under control and continually improving’.

Our approach establishes a strong foundation of operational excellence. Mechanisms that allow for the daily management of performance and the capturing of any issues that occur are embedded and all employees are coached in creative problem solving, so that a culture of continuous improvement is established. Our focus is therefore on transferring knowledge and skills, helping our clients to build and grow their own operational excellence capability, creating a legacy that continues to drive value.

The core capabilities of our operational excellence interventions include:

• The delivery of process improvement and standard ways of working to drive enhanced customer delivery and optimised business performance

• Operational management training to all levels of leadership, to ensure that new ways of working are driven from the top and that all employees have the opportunity to develop the required skills and behaviours

• The creation of focused performance metrics that ensure that the expected customer and business value is derived

• The establishment of visual control hubs so that all employees can effectively and consistently manage performance against expectation

• Embedding problem solving and continuous improvement methodologies

• Improvement of end-to-end value streams, enabling cross-functional collaboration in order to deliver exceptional levels of customer value.

“The most successful end-to-end deployment that I have seen.”

Managing director and group lean sponsor, major global bank

CORE CAPABILITIES

It is widely acknowledged that organisations with engaged employees are not only more productive, but have improved levels of staff retention, innovation and customer experience.

By ensuring that employees are actively engaged, we unlock their discretionary effort and it is this that helps us to drive our business forward and deliver exceptional value to our customers. We draw on our authentic experience and unique approach to build capability, enabling our clients to continuously improve their engagement levels, ensuring a deep sense of ownership and commitment.

Uniquely, we can draw on our colleagues from across the Unipart group, to act as peer-to-peer coaches to support the development of your people at all levels by sharing their own experience and expertise. Every member of staff, whatever the business or function, is trained in the Unipart Way, demonstrating that not only have we written the theory, but we authentically live it.

The core capabilities of our employee engagement approach include:

• The development of leadership principles to guide decision making and adoption of the values and behaviours needed to drive a culture of customer-focused continuous improvement

• The introduction of a unique and structured approach to assessing and improving levels of employee engagement, whilst providing a recognised benchmark against ‘best in class’ organisations

• The establishment of employee engagement systems and the associated visual management hubs

• Provision of peer-to-peer coaches

• Building capability to empower and motivate all employees to start solving problems at their own level.

Unlocking employee potential

“Gallup indicate that higher levels of engagement are strongly related to higher levels of innovation. Fifty-nine percent of engaged employees say that their job brings out their most creative ideas against only three percent of disengaged employees.”

Source: Krueger, J. & Killham, E. ‘The Innovation Equation’.

Gallup Management Journal)

CORE CAPABILITIES

Facilitating a learning organisation

The Unipart Group has gone further than most companies in creating a ‘learning organisation’. Each business is responsible for finding best practice in its field, customising it and then teaching it to the other businesses and their partners.

Unipart seeks continuous improvement and learning and has developed global knowledge management architecture that effectively supports these goals. It works to identify new and innovative ways of working that will benefit our organisation and then adapts them and integrates them into the Unipart Way to spread best practice across our global operations.

We work with our clients to enable them to harness the full capabilities of our learning organisation, whilst helping them to create their own knowledge management centres and localised centres of excellence.

Our core capabilities include:

• Implementation of knowledge management systems to ensure the application of a consistent approach, whilst enabling the rapid sharing of best practice

• Full access to the Unipart Way and its associated knowledge management infrastructure and resources, including the utilisation of our world class ‘eCoaching’ capability

• Provision of industry recognised and accepted accreditation in Lean and Six Sigma

• Deployment of our ‘Expert Practitioners’ to build your own internal skills and capabilities across a number of methodologies, including Lean, Six Sigma, operational management, process improvement and leadership development

• Provision of expert resource to work within your own organisation at all levels to enable a deeper focus on skills transfer and to demonstrate new ways of working through leading by example.

Unipart seeks continuous improvement and learning and has developed a global knowledge management architecture that effectively supports this goal.

CORE CAPABILITIES

Within the Financial Services sector, some organisations have recognised the need for cultural change to restore brand reputation and rebuild customer trust and confidence, or simply to harness the power of employee engagement to achieve positive customer experience, regulatory compliance and sustainable business performance.

In our experience, organisations can benefit from creating a set of values-based management and leadership principles that guide actions and daily decision-making. These principles then influence behaviour in tune with the organisation’s desired culture.

Our approach draws on Unipart’s history, the steps that we have taken and the lessons that we have learned in reinventing our company and establishing a culture of continuous improvement that is focused on delivering customer value. This experience is intrinsic to our capability in embedding values, behaviours and cultural change within our clients’ organisations.

Our core capabilities include:

• Working with our clients to define and create a set of management and leadership principles that are linked to the vision and values of the organisation

• Developing the systems, tools and techniques to support all employees in embracing and living the principles and exhibiting the required behaviours

• Coaching and supporting leadership at all levels in how to actively live the principles and support the desired cultural shift.

Embedding values, behaviours and cultural change

The culture of an organisation is unique and cannot be replicated, as it is created and influenced by an organisation’s value set and beliefs. When we speak about the culture of an organisation, we refer to the behaviour patterns and standards that bind it together.

We create a set of values-based management and leadership principles that guide actions and daily decision-making. These then influence behaviour in tune with the organisation’s desired culture.

CORE CAPABILITIES

In order to unlock the full potential of an organisation, it is often necessary to take a fresh look at the way in which the business has been structured. Organisations can evolve over time with a fragmented, multi-divisional structure that can lead to sub-optimal customer delivery and costs.

Organisations can benefit from designing and implementing an operating model that enables effective cross-functional collaboration, where all divisions and departments that are involved in customer delivery are aligned and structured to supply optimum value and experience to customers in an efficient, effective and flexible manner.

UEP is experienced in developing operating models and also in facilitating the development of a clear, aligned and transparent strategy that provides ‘line of sight’ to all employees on how they will contribute to the success of the organisation’s vision and the delivery of the expected results.

Our core capabilities in this area are:

• Full Target Operating Model review

• Systems mapping and design of ‘Blue Sky’ processes that enable IT providers to design and build optimal solutions

• Skills and capability gap analysis and the associated skills matrices and development plans, to establish the correct roles and responsibilities at all levels

• Facilitation of Policy Deployment, our structured approach to ensuring that all programme and project initiatives are aligned to the organisation’s vision and that they will deliver the expected business results

• Implementation of the Unipart Way architecture to enable organisations to take advantage of our 20+ year heritage of successfully transforming our own businesses.

Improving organisational capability and design

“UEP have helped us enormously in building our capability and developing our culture to deliver consistent and sustainable improvement, which is achieving substantial service delivery and financial benefits.’’

Major NHS Trust, Chief Executive

CORE CAPABILITIES

The Unipart story has captured the imagination of the nation and beyond – to the point where we host clients from many global organisations, who come to see our way of working in an authentic and live environment. They experience the Unipart Way in action and understand how our transformational story can help and inspire them to write the next chapter for their own business.

This ‘Go and See’ approach has become one of our own key organisational principles. We visit our clients so that we can see their organisation in action for ourselves and get a deeper understanding of what is happening. We listen to them to ensure that we truly understand their challenges, thereby fulfilling our Unipart Group philosophy: ‘To understand the real and perceived needs of our customers better than anyone else and serve them better than anyone else’.

If you want to break the mould in Financial Services and truly unlock the full potential of your organisation, we’d like to invite you to meet with us. You can discover for yourself how using the Unipart Way every day can deliver solutions and success to any business, no matter how big or small the company or challenge.

To start your journey, please contact our Financial Services Practice:

Ian Arbuthnott Head of Sector Ian.arbuthnott@unipart.com 07824 609004

Sean Campbell Managing Consultant sean.campbell@unipart.com 07826 859083

www.unipartconsulting.com

@unipartconsults

What next, why don’t you come and see for yourself?

Our philosophy “To understand the real and perceived needs of our customers better than anyone else and serve them better than anyone else.”

WHAT NEXT?

www.unipartconsulting.com