Lloyds Bank Registrars (LBR) is a division within the Lloyds TSB Group of financial services companies. LBR has a workforce of over 1,300 people including a mix of both short term agency and directly employed staff.
LBR provides a share registration service to companies, maintaining their shareholder records and providing related services such as dividend and account mailings, AGM services, and acting as the carrier (administrator) of various employee reward schemes.
The core activities include the maintenance of a large computer database and supporting network, data processing and capture and a large security printing operation.
LBR already has a mature implementation of Activity Based Costing. The continuing drive for improved business performance in order to provide the best value for money service within our industry is prompting us to identify further performance measurement techniques. In particular we are currently very interested in exploring the 'Balanced Scorecard', as described by Kaplan and Nolan, and may also be interested in identifying whether benchmarking offers any significant benefits to us.