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Lloyds TSB

Managing Change at Lloyds TSB

"mPower was a tool to help support a real cultural shift, aimed at changing mindsets around the way we recognised and rewarded excellence. CragRats offered a completely different approach to communicating this major change initiative, combining humour with hard hitting messages which really hit the mark for our people at all levels."

Rob Thomas, Senior Manager Service Quality, Lloyds TSB

/challenge

Lloyds TSB asked for a programme to promote mPower, an e-based customer service reward programme that was to be rolled out to the whole of the Lloyds TSB Retail Group. The aim of the project was to inform and enthuse the directors and regional managers to promote the use of mPower among their staff.

/approach

The approach was to design an event which would enable the regional managers to fully understand the function and use of mPower. The aim of the event was to enable regional managers to be proficient in presenting this information and the motivation behind the project to their branch managers.

The branch managers in turn needed to be able to pass this information and enthusiasm on to their branch staff. This involved designing a series of presentations within presentations, training each layer of the organisation to play their part in the cascade. The mechanism included a video produced by CragRats to accompany each presentation. A total of 16 events took place around the UK so that all regions were involved. The launch programme was accomplished successfully across the country and played its part in making mPower a huge success in for Lloyds TSB.

/results

• The cascade process was highly effective and was very well received by all the staff involved
• It simplified the delivery of a complex programme to enable all staff to quickly assimilate the information and be motivated to embrace it
• All participants felt comfortable in playing their part in the cascade
• Employees started using mPower almost immediately

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