In 1997 Lloyds TSB International Services Centre, Birmingham, initiated ABM to be a key to support the mission of being "the lowest-cost provider in the industry whilst maintaining service quality". The implementation team: 1) Identified the critical factors for ABM development; 2) Developed a supporting process model; 3) Integrated measurement information with financial information; 4)) Gained senior management commitment; 5) Involved line staff in mapping their processes; 6) Created the 'big p...

BPIR Categories

8.2.5 Leaders review org performance/capabilities
14.3.6 Provide ideas management & innovation processes
14.3.2 Implement an improvement approach/method/technique

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