Case StudyLloyds Banking Group

CHALLENGE• Thecreationofacentralizedknowledge

managementinfrastructure

• Reducerisk,improvecontrolandstandardize howtheprocessesareperformed

SOLUTION• Centralizationofknowledgeassets

• Mappingkeyprocessesfromendtoend

• Processesperformedadheretobestpractice

Lloyds Banking Group - Knowledge Management

Profile - Investment Accounting Team

TheInvestmentAccountingteam(IA)arepartofthegroupsLife,Pensions&Insurance

division.Theteamisresponsibleforpricingthesecurities,purchasedbyFundManagers

onbehalfofvariousclients,andforthecalculationofunitisedfundpriceswhichare

communicatedtovariouspartiesincludingriskadvisers,themediaandperformance

analysts.

Theteamoperatesinahighlyregulatedenvironmentandaresubjecttofrequentaudits.

SupportisprovidedbytheBusinessProcessManagementConsultancy&Supportteam

whoofferavarietyofservicesincluding:

• Consultancy-ProvideexpertisearoundBusinessProcessManagement

andothermanagementdisciplines

• Innovation-Design,implementationandsupportofnewcapabilities

• StandardsAgency-Setstandards,leveragingindustrybestpractice

• BusinessImprovement-Supportimprovementinitiatives

Challenge TheIAteamhadaccumulatedalargenumberofdocumentsbuthadnoformalknowledge

managementinfrastructureinplacetomanagethedocumentseffectively.Thisresulted

inoutofdateandduplicateddocuments,heldinavarietyoflocations.Teammembers

werethereforegreatlyreliantuponsubjectmatterexpertstoretaincoreinformationandto

supporttheaudits.

Company Profile

LloydsTSBGroupplcwasrenamed

LloydsBankingGroupplcinJanuary

2009,followingtheacquisitionofHBOS

plcmakingtheorganizationthelargest

retailbankintheUKwithanumberof

leadingmarketpositionsservingover

thirtymillionpeople.

www.lloydsbankinggroup.com/

Theauditshighlightedanumberofrisksassociatedtohow

knowledgewasbeingmanaged.Themanagementteamtherefore

requiredalowmaintenancesolutionthatwouldenableknowledge

tobemanagedmoreeffectivelyandmeetthefutureneedsofthe

business.

Solution TheBPMteamusedtheCorporateModelerSuitetodocument

thekeyprocessesandintroducedaframeworkformanaging

knowledge,baseduponEAprincipals.Theframeworkprovided

themeanstostoreknowledgeinwaythatwasbothstructured

andintuitivetothebusiness.Formaldocumentationchange

controlarrangementswerealsointroduced,includingnewroles

withresponsibilityforprocess&knowledgeassetsandtechnical

authoringstandards&templateswereprovidedtoimprovethe

qualityofdocumentation.

Thesolutionhasenabledthebusinessto:

• Gainanimprovedunderstandingoftheadequacyofknowledge

aroundeachbusinessprocessandassignprocessmaturity

ratingsaccordingly

• Gainanimprovedunderstandingoftheoverallcustomer

experiencebymappingkeyprocessesfromendtoend

• Identifytherisksassociatedtotheprocessesandcapture/

improvethemitigatingcontrols

• Standardizetheexecutionoftheprocess,throughthe

introductionofStandardOperatingProcedures.

Results TheteamsKnowledgeManagementcapabilityandcontrols

environmenthasbeengreatlyimprovedanderrorratesfor

documentedprocesseshavereducedsignificantly.

Thenewknowledgemanagementcapabilityhasprovedusefulfor

variouspurposesincludingprocessaudits,newstaffinduction&

training,riskassessmentsandchange.Processimprovementsare

nowalsoeasiertoidentifythroughgreatervisibilityandclarification

oftheendtoendbusinessprocesses.

Why Casewise?

• Sustainableandscalablerepositoryforknowledgeassets

• Powerfulmodellingandpublishingcapability

• Consistenttopperformerinindependentanalystreviews.

About Casewise

Establishedin1989,CasewiseprovidessoftwareandconsultancysolutionsforBusinessProcessAnalysis,

BusinessProcessManagement,EnterpriseArchitectureandGovernance,Risk&Compliancepurposesto

manyoftheworld’sleadingorganizations

Withclientsinmorethan40countries,ourenterprisemodelingsolutionsenableteamstovisualize,understand,

analyze,improve,auditandcontinuallyenhancecomplexoperatingprocessesandITinfrastructures.

WithofficesinLondon,NewJersey,Stamford,Paris,BrusselsandFrankfurt,andaglobalnetworkofresellers,

Casewiseprovidestherightknowledgeandsupporttohelporganizationsofallkindsmakeinformeddecisions

andachievesuccessbydesign.

Accelerating Growth - Reducing Risk – Increasing Profitability

www.casewise.com