Outsourcing for RBS

Table of Content

1.0 Introduction

As industries become progressively competitory, concerns look towards developing competitory advantages. The transferring of operations to another concern, known as outsourcing has become an of import facet of many concerns schemes in accomplishing this. Promotions in engineering have seen the rise of concerns outsourcing on a planetary graduated table. While outsourcing offers legion benefits including cost economy and increased public presentation, outsourcing besides presents considerable challenges and hazards ( McIvor, R. 2010 ) .

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2.0 Royal Bank of Scotland

The Royal Bank of Scotland Group ( RBS ) is a big transnational banking and fiscal services company. Established in 1727 and headquartered in Edinburgh the RBS group provides services across three divisions including Personal and Business Banking, Commercial and Private Banking and Corporate and Institutional Banking. Operating through a figure of subordinates including its ain name bank Royal Bank of Scotland every bit good as NatWest, Citizens, Ulster Bank and Coutts. With a client base of over 30 million the RBS operates in over 50 states across the United Kingdom, Europe, America and Asia ( RBS, 2014a ) . In footings of the UK the RBS has over 24 million clients with over 1.9 million Ulster Bank clients in Northern Ireland and the Republic of Ireland. ( Keynote, 2014 )

In 2009 RBS received authorities intercession in the signifier of a bailout as a consequence of the fiscal crisis, which led to authorities ownership of 80 % of RBS as of March 31st 2014 ( UKFI, 2014 ) . RBS have continued to describe a loss for each fiscal twelvemonth since the fiscal crisis with one-year studies for RBS twelvemonth stoping 2013 show a turnover of ?26.458bn and an operating loss of ?8.243bn ( RBS, 2013 ) . However 2014 3rd one-fourth consequences have shown promising advancement with net income before revenue enhancement estimated at ?1.27bn ( RBS, 2014b ) .

3.0 Financial Services External Business Environment

3.1 Fiscal Crisis

The fiscal crisis of 2007/2008 threatened the prostration of many big fiscal establishments non merely in the UK but across the universe. In order to forestall this in the UK the authorities provided bailouts to a figure of fiscal establishments including RBS and Lloyds. Despite this bailout RBS is still considered one of the dominant five Bankss within the UK which includes RBS, Lloyds Banking Group, HSBC, Barclays and Santander ( Keynote, 2013 ) . However as a consequence of the fiscal crisis the fiscal sector has seen a figure of new stricter ordinances forced upon it by the authorities, including the debut of the Independent banking committee on Banks in 2010 and the Banking Reform Act in 2012. All of which have been set up to guarantee tighter ordinances on banking patterns, addition competition and to reconstruct consumer assurance in the fiscal services sector ( Gov.uk, 2013 ) .

3.2 New Technology

The handiness and acceptance of high velocity cyberspace connexion, now estimated at 87 % of all UK house families ( 44.3million grownups ) has seen a major tendency in how the fiscal service sector delivers its services. In peculiar the fiscal sector has increased the online services for personal banking, in order to run into the demand of clients to supply 24/7 banking services ( Keynote, 2014 ) . Mintel ( 2014 ) highlights the importance of consumer smartphone use with informations uncovering that online and smartphone interaction is the most frequent format of interaction with fiscal services. Mintel ( 2014 ) further high spots that’s houses can derive a competitory border by incorporating smartphone applications and offering differential characteristics. RBS has embraced this consumer technological acceptance and provides both online and smartphone application banking and has reported a 200 % addition in nomadic banking in the last three old ages. ( RBS, 2014c )

3.3 Branch Closings

The increasing usage of engineering by consumers has offered the fiscal service sector more cost effectual platform to supply services as online services reduces the degree of subdivision visits and client interaction. This has nevertheless resulted in the closing of subdivisions or decrease in operating hours by many Bankss ( Keynote, 2013 ) . In 2014 alone RBS is be aftering to shut at least 5 % of its subdivisions tantamount to around 154 subdivisions ( Treanor, 2014 ) .

3.4 Financial Service Sector Outsourcing Trend

The outsourcing of information engineering is non a new construct and has long been a tendency within the fiscal service sector. Harmonizing to Gonzalez et Al ( 2012 ) some of the first information engineering outsourcing contracts within this sector day of the month back to the 1980’s. Further to this Gonzalez et Al ( 2012 ) high spots outsourcing of Information Technology is a continued pattern and has in fact increased over the past figure of old ages. However as with other operations within the fiscal service sector outsourcing patterns besides have ordinances and guidelines enforced by Financial Conduct Authority ( FCA, 2014 ) .

4.0 RBS Outsourcing Operations and Outsourcer

4.1 Infosys

Infosys was established in 1981 and is a planetary leader in confer withing, information engineering and outsourcing solutions. Headquartered in Bangalore India, Infosys operates through a figure of subordinates throughout America, Asia, Europe and the Middle East. With over 165,000 employees Infosys provides services to clients in over 50 states. At the terminal of Infosys fiscal twelvemonth 31 March 2013 it reported a turnover of ?5.264bn and an operating net income of ?1.262bn ( Infosys,2014a ) .

RBS selected Infosys to outsource portion of their Information Technology operations and has been engaged in IT outsourcing contracts with RBS since 2002, holding worked on a figure of enterprises including the development of package and testing services ( Infynews, 2007 ) . In 2007 Infosys received the RBS Best Technology Supplier Award, RBS Director of IT development Mike Errington stated that Infosys is “consistently enabling commercial benefits while besides working with us to supply an exceeding degree of service and quality improvements” ( Infosys, 2014b ) .

4.2 RBS IT Outsourcing Failure

A major challenge with outsourcing is the hazard that the outsourcer may neglect to transport out the needed undertaking with the possible to earnestly damage the repute of the concern outsourcing. In June 2012 RBS experienced this, a proficient bug that affected over 6.5 million clients across RBS’s ain trade name bank, NatWest and about 100,000 Ulster Bank clients ( Hall, 2012 ) . The bug affected costumiers for several hebdomads, with Ulster Bank clients having the longest holds in service. The calculating mistake meant the clients were unable entree their financess which caused costumier tumult ( Hall, 2012 ) . The cause of the computing machine mistake was widely blamed by RBS’s IT outsourcing patterns in India ( Furness, 2012 ) . The result of the mistake resulted in RBS paying ?175 million in client compensation and an probe by the Financial Conduct Authority ensuing in a mulct of ?42 million and ?14m mulct by the Prudential Regulation Authority for failure to set in topographic point a sufficient IT system that could manage the hazard of IT failure ( Financial Conduct Authority, 2014 ) .

5.0 HR Opportunities and Challenges associating to Outsourcing

5.1 Labour Market/Advanced Infrastructure

Harmonizing to McIvor ( 2010 ) outsourcing to foreign state can offer many chances, emerging economic systems such as India have to a great extent invested in information engineering substructure and have significance high degrees of instruction doing them an attractive outsourcing market for concerns. Javalgi et Al ( 2013 ) further high spots that India has a strong accent on mathematics, scientific discipline, and engineering ensuing in a big figure of alumnuss within these countries. Alongside universe category universities and an estimated 350 million English talking population with around 100 million fluent in the linguistic communication both written and spoken.

5.2 Implementation and Management

Businesss outsourcing any operation must see that the outsourcer has been sufficiently trained. Taplin ( 2008 ) stresses that the transportation of accomplishments from the concern to the outsourcer is critical to the success of the outsourcing operation. The design and procedure of preparation should integrate properties from all degrees of the administration from HR and Managers to the users of the system to guarantee cognition is efficaciously transferred. This point has peculiar relevancy to RBS with some facets of RBS bequest computing machine system and coding formats dating back 40 old ages, it is of peculiar importance that outsourcer Infosys has a complete apprehension of the system ( Flinders, 2014 ) .

5.3 Employee Morale

The outsourcing of operations within a concerns can hold a negative consequence upon the staying employees within a concern. Gonzalez et Al. ( 2012 ) indicates that employees within an administration that is outsourcing operations can go unsure of their employment state of affairs and can develop low morale which can take to decreased degrees of productiveness.

5.4 Security Issues

The privateness and security of customer’s fiscal information is a specific issue to fiscal service sector outsourcing. Unlike the outsourcing of fabricating RBS’s outsourcing of IT system will intend the transferring and processing of high volumes of personal fiscal information of 1000000s of clients to Infosys. RBS needs to guarantee that the right steps are put in topographic point to protect this information, as June et Al ( 2010 ) indicates that the fiscal service sector in the EU and US accountable to full liability of all operations including those that have been outsourced.

6.0 Strategic HRM and Planning

6.1 Core Business Processes

A cardinal strategic advantage of outsourcing is that it allows concerns to concentrate on nucleus operations ( McIvor, R. 2010 ) . Businesss can utilize outsourcers to transport out non-core, clip consuming and everyday activities while concerns can concentrate on the development of operations that add value and competitory advantage to the concern ( Tayauova, 2012 ) . Within Information Technology outsourcing in the fiscal services there are many everyday undertakings, RBS can see that everyday undertakings such dealing processing are carried out by Infosys while RBS can concentrate on developing new information engineering schemes and policies, such as RBS’s proclamation that it is puting ?1bn by 2017 in its digital services for personal and little concern proprietors ( Dunkley, 2014 ) .

6.2 Opportunity to incorporate new engineering

The usage of IT within fiscal administrations such as RBS may no longer be seen as a merely back office operation alternatively Gonzalez et Al ( 2012 ) high spots that IT can be seen as a important portion of the fiscal service sector enabling efficient operations and besides making competitory advantages and services. Outsourcing non merely allows for the processing and care of bing IT operations but besides enables the entree to develop new engineerings and competitory advantages. RBS’s has adopted this rule and has signed a contract deserving ?300 million with both Infosys and IBM in order to plan a province of the art computing machine system for a new bank William & A ; Glyn’s, which RBS are be aftering to establish in 2015. The new Bankss computing machine system will be based around RBS bing IT platform ( Quinn, 2013 ) .

6.3 Staffing Requirements/Workload Flexibility

The outsourcing of operations which are capable to changing degrees of demand and work load can be peculiarly good to concerns. This is important within the fiscal services industry and RBS, as the demand for dealing based services varies on a day-to-day footing. Overstaffing additions disbursal and reduces profitableness while understaffing can cut down efficiency and may do jobs. By outsourcing portion of the operation fiscal administrations can plan contracts with outsourcers to manage the altering work burden degrees while supplying fiscal administrations with much more predictable operating costs ( Basu and Nair, 2012 ) .

7.0 Cultural Considerations

7.1 Communication and misunderstanding barriers

Offshore outsourcing can present possible miscommunication and misunderstanding jobs. Raju ( 2012 ) high spots that foreign states such as India have a big English speech production and educated population nevertheless cultural and lingual fluctuations of its spoken signifier can do confusion in transverse cultural outsourcing squads. In bend this confusion can take to inefficiency and decreased work productiveness. In order to guarantee that transverse cultural outsourced operations are carried out efficaciously, outsourcers must guarantee that there are sufficient intercultural preparation plans in topographic point.

7.2 Religious Practices

India’s civilization is sacredly diverse with the chief faiths including Hindu, Muslin, Christian and Sikh. This diverse scope of faiths sees many spiritual vacations and festivals take topographic point throughout the twelvemonth in India. When outsourcing to India RBS should aware of these spiritual patterns and any affect that these might incur. ( Melik, 2012 ) highlights one of the largest Muslin spiritual festivals is Ramadan in which Muslin can non eat or imbibe during daylight hours. During this period of Ramadan it has been reported that working public presentation and productiveness diminutions due to shorter working hours and alterations in behavior.

7.3 Time Zone

When outsourcing to a foreign a county RBS should be cognizant of the possible troubles of working across different clip zones. India for illustration where outsourcer Infosys is based is 5 hours and 30 proceedingss headed of the UK clip zone. While this is non the largest clip zone difference it still represents a important communicating restricting factor. As communicating between RBS and Infosys may be limited to certain figure of working hours, specifically if complex undertakings need to be queried, if the on the job clip of either state has finished verification and advancement may be delayed until the following twenty-four hours ( Lee-Kelly and Sankey 2008 ) .

8.0 Financial Assessment

8.1 Lower rewards

Outsourcing to an outsourcer in another state can offer important nest eggs for RBS. Because of lower pay rates companies such as Infosys can offer important nest eggs to transport out the same undertakings. Bummer ( 2012 ) reported that alumnus occupations with experience of utilizing the package plan CA-7 which is used for a figure of operations within RBS’s computing machine system were advertised with wages between ?9,000 and ?11,000 which is a important economy on what a worker would be paid for transporting out the same occupation in the UK. However RBS should be cognizant of the increasing degrees of rising prices within states such as India, as high degrees of rising prices can increase the cost of outsourcing, this is of peculiar importance in long term outsourcing contracts ( Javalgi et al. , 2013 ) .

8.2 Reduced Operational Costss

RBS can profit from outsourcers economic systems of graduated table, due to the fact that outsourcers such as Infosys employee a big figure of employees specialised within the same countries such as IT, this enables them to transport out the same dealing processes as concerns such as RBS but at a lower cost ( Hecker and Kretschmer, 2010 ) . These efficiency nest eggs enable Infosys offer RBS cost nest eggs.

8.3 Recruitment Costss

As mentioned antecedently outsourcing to India provides the chance to entree an attractive labor market. However the cost of enlisting and preparation of any single can be dearly-won and clip devouring procedure. However the outsourcing of operations allows for the cost to be carried by the outsourcer ( McIvor, R. 2010 ) . Offering entree to India’s skilled labour force without the negatives of enlisting and preparation.

8.4 Hidden Costss

The outsourcing of operations can be a complex procedure and has the possible to sabotage the cost economy schemes through unexpected costs. Larsen et Al ( 2011 ) further indicates that hidden costs can happen at a figure of phases of the outsourcing contact, including the cost of initial choice of an outsourcer and unexpected high degrees of coordination during the execution phase. Further hidden costs can originate from extra preparation when outsourcing complex undertakings every bit good as antecedently mentioned when outsourcing to a foreign state cultural issues may present concealed extra preparation costs.

9.0 Decision

In decision it is clear that outsourcing of non-core operations can supply the RBS with the chance of focal point of nucleus operations that add value and competitory advantages. While outsourcers can offer many benefits including important cost nest eggs, increased work load efficiency and enabling entree to extremely qualified labor markets. In the instance of RBS it can besides be concluded that IT can besides be classified as an operation that is non merely a back office operation but a platform that can supply value and competitory services through the development of new engineerings.

However outsourcing for RBS is non without its challenges, such the preparation of its complex bequest system, possible communicating barriers and clip zone differences every bit good as the consideration of outsourcing on its ain staff. The hazards of failed outsourcing can be highly detrimental, in the peculiar RBS’s IT bug in 2012, which consequences in consumer compensation of ?175m and a all right ?56m while besides significantly damaging RBS repute. Whilst outsourcing offers RBS many benefits it is unknown whether this catastrophe could hold been prevented if IT had non been outsourced.

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Outsourcing for RBS. (2017, Jul 07). Retrieved from


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