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| Author: | Scott, W. Harrison, H. |
| Title: | Case study: nationwide building society |
| Journal: | People Management
1997 : OCT 9, VOL. 3:20, p. 48-52 |
| Index terms: | MANAGEMENT CASE STUDIES TEAM WORK |
| Language: | eng |
| Abstract: | The annual staff survey at Nationwide Building Society usually places its customer service teams for mortgages and insurance at mid-table in terms of employee satisfaction. This year the teams are at the top. At the same time their productivity has increased by half , sickness absence has fallen by 75 percent and overtime is down to zero. What has caused this change? In the early 1990s Nationwide began to abandon traditional management hierarchies in the non-retail part of its business. |
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