Standard Life – Document Services

Over a million inbound mail items and 14 million outbound customer communications flow through Standard Life’s document services department each year. The division provides document services to all of the Standard Life Group in the UK. The Baileyfield site in Edinburgh is responsible for scanning, storage and distribution of a wide range of materials and mail shots, from pension advice to promotional material. As a provider of a critical internal resource, Standard Life Document Services will show how they strive for best practice to ensure the best value service is provided to the entire Standard Life Group.

Topics Covered

Innovation & continuous improvement

Through a period of unprecedented business transformation we will show you how we have substantially improved our document processes. This will include our investment in market leading technology, the lean re-engineering of our processes and the identification and delivery of cost savings (£ms). Basically providing a market leading service at low cost.We will share how we work in partnership with our customer facing businesses, and clearly demonstrate the value we deliver through our relationship management and internal pricing models, together with our bench-marking approach.

People Issues

Throughout a period of unprecedented change, we will share with you how we've significantly improved the engagement of our people (as measured by a globally recognised Gallup people engagement tool). This will include our approach to developing high performing teams, which includes how we empower our people and play to their individual strengths. Our approach to rewards & recognition will be shared together with some of the steps we've taken in becoming a stronger corporate citizen.

Dates

Topic	Capacity	Status	Location
3rd September 2008
Innovation & continuous improvement, People Issues	15	Taking Bookings	Edinburgh