A 360° view to tackle with Risks & Controls and manage Process Standardization

1. Case Study
Lloyds Banking Group
CHALLENGE
• The creation of a centralized knowledge
management infrastructure
• Reduce risk, improve control and standardize
how the processes are performed
SOLUTION
• Centralization of knowledge assets
• Mapping key processes from end to end
• Processes performed adhere to best practice
Lloyds Banking Group -
Knowledge Management
Profile - Investment Accounting Team
The Investment Accounting team (IA) are part of the groups Life, Pensions & Insurance
division. The team is responsible for pricing the securities, purchased by Fund Managers
on behalf of various clients, and for the calculation of unitised fund prices which are
communicated to various parties including risk advisers, the media and performance
analysts.
The team operates in a highly regulated environment and are subject to frequent audits.
Support is provided by the Business Process Management Consultancy & Support team
who offer a variety of services including:
• Consultancy - Provide expertise around Business Process Management
and other management disciplines
• Innovation - Design, implementation and support of new capabilities
• Standards Agency - Set standards, leveraging industry best practice
• Business Improvement - Support improvement initiatives
Challenge
The IA team had accumulated a large number of documents but had no formal knowledge
management infrastructure in place to manage the documents effectively. This resulted
in out of date and duplicated documents, held in a variety of locations. Team members
were therefore greatly reliant upon subject matter experts to retain core information and to
support the audits.
Company Profile
Lloyds TSB Group plc was renamed
Lloyds Banking Group plc in January
2009, following the acquisition of HBOS
plc making the organization the largest
retail bank in the UK with a number of
leading market positions serving over
thirty million people.
www.lloydsbankinggroup.com/

2. The audits highlighted a number of risks associated to how
knowledge was being managed. The management team therefore
required a low maintenance solution that would enable knowledge
to be managed more effectively and meet the future needs of the
business.
Solution
The BPM team used the Corporate Modeler Suite to document
the key processes and introduced a framework for managing
knowledge, based upon EA principals. The framework provided
the means to store knowledge in way that was both structured
and intuitive to the business. Formal documentation change
control arrangements were also introduced, including new roles
with responsibility for process & knowledge assets and technical
authoring standards & templates were provided to improve the
quality of documentation.
The solution has enabled the business to:
• Gain an improved understanding of the adequacy of knowledge
around each business process and assign process maturity
ratings accordingly
• Gain an improved understanding of the overall customer
experience by mapping key processes from end to end
• Identify the risks associated to the processes and capture /
improve the mitigating controls
• Standardize the execution of the process, through the
introduction of Standard Operating Procedures.
Results
The teams Knowledge Management capability and controls
environment has been greatly improved and error rates for
documented processes have reduced significantly.
The new knowledge management capability has proved useful for
various purposes including process audits, new staff induction &
training, risk assessments and change. Process improvements are
now also easier to identify through greater visibility and clarification
of the end to end business processes.
Why Casewise?
• Sustainable and scalable repository for knowledge assets
• Powerful modelling and publishing capability
• Consistent top performer in independent analyst reviews.
About Casewise
Established in 1989, Casewise provides software and consultancy solutions for Business Process Analysis,
Business Process Management, Enterprise Architecture and Governance, Risk & Compliance purposes to
many of the world’s leading organizations
With clients in more than 40 countries, our enterprise modeling solutions enable teams to visualize, understand,
analyze, improve, audit and continually enhance complex operating processes and IT infrastructures.
With offices in London, New Jersey, Stamford, Paris, Brussels and Frankfurt, and a global network of resellers,
Casewise provides the right knowledge and support to help organizations of all kinds make informed decisions
and achieve success by design.
Accelerating Growth - Reducing Risk – Increasing Profitability
www.casewise.com