Another example of the newsletter I successfully launched within my office. Created, designed and edited personally.

1. ISSUE 1 - AUGUST 2010 PAGE 1
RSA
THE WHYMARK WORD For me we deliver Brilliant
Brilliant Service.... Just what Service when we get it right first
does that mean? time and every customer leaves
Some companies, like airlines, us with a positive experience
Today
where you pay a huge premium, Where so many insurers fail to
it means limousine to the airport do this - we have an opportunity
and entry to the lounge with free to really stand out from the
drinks. Others, like a being a mil- crowd, and I hear plenty of calls
lionaire’s accountant, it’s about which deliver every single one of
having a personal manager who these promises.
calls you every other day! Let’s ensure that Peterborough
But in mainstream insurance, leads the way!
The Peterborough Sales & Service Newsletter business is a lot simpler. All the best, Paul.
What Next After 300 Work?
As the dust settles after Peter-
Star in
your own
borough’s tremendous charity
campaign to celebrate RSA’s
Moving
300th year anniversary, plan-
ning is already underway to
Story
keep the momentum going.
The Internal Comms team are
On the back of a massive
looking to highlight and cap-
sum of £11,614 raised for the
ture the many examples of
300 year celebrations, the
Brilliant Service that come out
Charity Committee have con-
of our centre.
vened again to generate ideas
So many examples of staff
for charity events and
members going above and be-
fundraising methods to take
yond are sadly left unrecognized,
us into the autumn.
when they should really be
There are plans to run a
shouted about from the rooftops.
competition shortly before the
A Moving Story or Success
new Tesco team members
Story looks great on your 1-2-1’s
start in Peterborough, staff
and annual reviews, and may
will be invited to bring a
give you the push into a higher
photo of their cat or dog, and
rating, and you know what that
the entrants will be judged by Peterborough’s Skydivers, and inset - Abda Araf with her RSA Frisbee Competition entry means.
Jeanette Tandy from the LAS launch that to coincide with Vishal Gohil if you’re in Sales celebrations, we have raised These stories come out of con-
team. There will be a £1 fee to this month’s payday. There & Service. £8,000 for Big Wigs as well, versations with our customers
enter the competition, with will be more information which takes Peterborough’s
“I wasn’t nervous until I and between ourselves.
rosettes waiting for both the about that throughout the money raised close to the
was hanging out of the Team Leaders will soon have
winners and the runners up. course of August. £20K mark for 2010.
plane. The skydive was information on how the Comms
The proposed organization All monies for the skydive You don’t have to be part of
amazing!” Abda Araf Team are looking to harness
of another Booze Trolley will were due at the end of July, so the Committee to forward
on the skydive these stories. If you feel you’ve
be music to many a staff any late payers will need to your ideas, email Vishal or acted above and beyond, tell
member’s ear, with the Char- get their money over to either On top of the five-figure any of the members to see your Team Leader. Now.
ity Committee looking to Marco Sementa for Claims, or sum raised for the 300 year your ideas proposed.
Catering
Thanking You For New FISH ready Forum Set
Your Commitment to be served For Sept
A Catering Forum for all com-
From David... ... & Chris FISH may have more then just
its birthday to celebrate this
panies in the building has been
penciled in for the end of Sep-
“The results that we have “The committment from our summer, as work to reinvigo- tember, as Sodexo are looking
acheived this year have been people in LTSB and Pet has rate the concept becomes to address the contract for
really strong. been fantastic achieving S/L ready to be rolled out to the services in the canteen.
In Customer Support we and financial targets month on floor. Laura Morpeth and Chris
have had good service levels month.” After its original launch in July Glover from the FISH Board
from the start of the year, and The upsales, add-ons and last year, The FISH Board have have been put forward to at-
we’ve had some excellent retention rates in Lloyds worked hard over the past few tend the forum, and they are
feedback from other areas of TSB are very strong, adding months to refine the concept, and looking for as much feedback
the business on additional premium to the LTSB book maximise effectiveness for floor The proposed logo as possible to take with them
work we have supported. of business. staff. lets everyone see what our pur- for discussion.
In Peterborough Home Pet cross-sales and reten- August should see a series of pose is,” she said. Whether you have good or
Affinity, service levels have tion have also been brilliant, comms being rolled out to the The revamp will see a much bad feedback, air your com-
remained consistantly strong adding real value to the Pet floor, team by team, as FISH’s greater degree of interaction ments to Laura, Chris or any
throughout the year. accounts. facelift begins to take shape. between staff and the FISH other member of the FISH
Saves and upsales are im- We couldn't have achieved The restructuring of FISH sees Board, with the implementation Board, as this may be the only
proving month on month and any of this without you. the introduction of a mission of ‘Fish ‘n’ Chat’ sessions, and an chance for the foreseeable fu-
with the new tools coming in The annualised hours and statement, something very im- overhaul of the current webpage. ture that we may get a say on
the second half of the year overtime you have worked is portant according to senior mem- The new FISH is already being how we would like the canteen
will be even better. phenomenal, so thank you, ber, Laura Morpeth: delivered to the centre’s new staff to work.
Thanks to everyone for your for all those extra hours “FISH is moving forward and and a comms should be expected A change machine? Longer
hard work and focus.” you’ve put in.” by having a mission statement it this month for all existing staff. opening hours? Comment now!

2. PAGE 2
Here Come
The Cavalry Tesco Revolution Closing In onto the training teams for
The cavalry are on their way,
as new staff members move them to make it into material
closer to being able to take to deliver,” Donna said.
their places on the floor, and The Implementation team
help the teams losing Cus- will still have a huge part to
tomer Managers to Tesco. play in the settling-in period,
The first group of Pet inductees to make processes run as
are due to go into their academy smoothly as possible whilst
from the week commencing 26th the centre gets onto its feet.
July, and with the next group of “There will be a handover
Expect to see the Tesco branding around the office soon. into the ‘BAU’ phase (Busi-
new starters set to start on the
same day, we will be seeing a As staff set for Tesco watch Implementation Manager, or More Th>n, like ‘Multi- ness as usual) after a period
consistent flow of reinforcements their inboxes flood with emails Donna Powers: Pet’,” she said. of anything between eight to
throughout August and Septem- about new teams, shift patterns “You do take your learnings “There are similarities as twelve weeks,” she said.
ber. and such, something that per- from previous implementa- well, but with M&S we did a “Until that point, the Imple-
Pet aren't the only beneficiaries haps isn’t as apparent is the tions because it’s the same manual migration, and with mentation team has a key role
of the recruitment drive, as work behind the scenes to en- type of product,” she said. Tesco it will all be auto- to play to try to understand
Home Affinity have their own sure the transfer runs smoothly. “You apply what you did mated.” what is required to make it
new recruits starting on the 19th Long standing members of there, and next time round Where the October launch work, from making sure the
of July, with Customer Support the Pet team will remember you look to see what you can date is common knowledge, correct systems are in place,
and Lloyds TSB bringing in- the migration of Marks & improve upon. what isn’t, is the work going and if not, how we go about
ductees through from 26th July Spencer Pet insurance, and “It’s more important to on to ensure everything is in building it, to making sure
and 2nd August respectively. with the integration of an- focus on the negative points place from correct equipment the underwriters have all the
Pet continue to bring new staff other massive supermarket of previous implementations, on desks, to making sure all necessary information on the
through on three-week cycles, chain nearly upon us, Pet to make sure we find out underwriting criteria are in product,
from the start of this month staff should expect both simi- what we need to be wary of. place ready for the first call. Staff will be kept up to
through to the last group sched- larities and differences in the “There will be different ele- “We need to map out all the speed on the progress of the
uled to start on the 6th Septem- way Tesco is brought in, ments to the product that we required processes, which move, so keep an eye on your
ber, with five new groups in total. according to New Bids & don’t currently have in M&S when done will be forwarded inbox.
With the differing lengths of the
Stepping Up To The Plate
training programs for each de-
partment, Affinity, Lloyds and
NCS will need to hang on until
the start of September for their
extra numbers due to the six- Leading a group you are so used was interesting to actually see actually really good, even be careful how nicely I did it,
week schemes necessary to to working alongside can be things like service level, and when it came to giving a few as I’d be back in amongst
move into the department. both a blessing and a curse, but understanding when it was people feedback on calls.” them the week after,” she said.
Kayley Marchant found it to be going to be busy, and when it Kayley was unlucky to miss
much more of the former, than wasn’t” “I had to be careful out, after she herself applied
even she thought. Her team, who affectionately with the instructions I for one of the the recently ad-
Kayley was given the chance dubbed her as ‘Kenny’ for her gave!” Kayley Marchant vertised Team Leader roles, so
to take the helm in her team brief tenure behind the wheel, Home Affinity this opportunity gave her a
for a week whilst regular took to the change very well, On that same token, Kayley valuable insight to what’s ex-
Leader Jenny Coley was on and Kayley had nothing but knew she had to be careful pected in the job.
holiday, and after not knowing praise for the people she is ac- with her approach, well aware “Understanding the responsi-
what to expect prior to taking customed to having as her that she would be taking her bilities of a Team Leader will
the hotseat, she felt she took a peers. seat back in the team upon help me become better at what
lot from the opportunity. “The team were very sup- Jenny’s return. I do as well, because I’ve had
They might not be arriving “I enjoyed it,” she said. “It portive,” she said. “Where I “I knew if I had to give any chance to see what it’s like,
on horseback, but the help was quite hard seeing as I only thought there would be a bit of instructions like asking to get and what’s expected of you,”
we need is on the way
had a week doing it. But it messing about, everybody was back into ready, then I had to she said.
Make This New Lotus Nearly Real-ly Time You
What You
Want It! @ Your Fingertips
Months after the original an-
Know What We Do!
There is a mixture of fact and among others,” she said.
Ok, so this is the first edition of nouncement that all RSA staff myth surrounding the Real “We balance your needs,
this new monthly newsletter, would see an upgrade for their Time Team, and what they do. whilst maintaining Service
but to make it into something Lotus Notes, the rollout date The first month’s Real Time Level standards for our key
you like, and something worth- has finally been released. column is about separating stakeholders. So holiday re-
while, it’s important to know Sites have already been those two elements. quests, sickness, and time for
what you’re looking for! receiving the upgrade after “We’re a virtual team spread developement and coaching
If there is something you the successful test in Liver- over two sites – Peterborough is all requested through
want to see, or something pool, and Peterborough can and Sunderland,”said Peter- ourselves.
you feel deserves inclusion, be expecting its update in the You’ll be seeing a lot more borough’s TL, Tracy King. “The Planning teams hand
you should feel free to make first week of September. of this logo come September. “I’m the Peterborough Team over the contracts for the
it known, as this is aimed at According to the Lotus Upgrade Team, a reminder to Leader, and the team over week ahead, for approxi-
all of you, after all! Notes Upgrade team, this will clean up your inbox, plus the both sites consists of thirteen mately 2,500 people.
All ideas are welcome, and be ‘a user led rollout’, which date you can expect to make Real Time Analysts & “We have four TV screens,
there is always the opportu- means that everyone upgrades the upgrade, and the second Administrators. which show Service Levels’s,
nity to write a story yourself their own Lotus Notes. with instructions as to how, “We’re the first point of Real Time Agent availability
to go in. Send your ideas to Each user will receive two so keep an eye out for those contact in any event i.e. site & Sky News to aid with any
Dan Coles in Client. emails from the Lotus Notes in the next few weeks. evacuation, fire alarms, event, which may have an