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Case Studies

Case Studies

What we have achieved with our clients.

The best way to tell the story of VISION is to describe what we've achieved with our clients and how.

Along our journey we have been fortunate to work with companies such as IBM, Cemex, General Motors, Lloyds TSB, Citi, Scottish & Southern Energy (SSE), RSA, Telefonica, Warner Music and many others.

We pride ourselves on delivering major operational and financial benefits - fast. Here is a summary of some of our results.

We have assisted:

  • One of the UK's fastest growing utility companies to grow its customer base from 2.5m to 5m customers.
  • A major financial institution arrest a 9-year run of falling revenues to 30% growth in 12 months. 
  • One of the largest UK banks develop a mortgage service line that moved from under a 1% market share to a 10% share in 18 months. 
  • A major international mobile telecommunications company to realign its management and culture to meet  the challenges of rapid revenue growth and geographical expansion.
  • A leading North American cement manufacturer to transform into a global industry leader.  
  • One of the world's leading ATM manufacturing and servicing companies to  raise their Net Promoter Score from 6% to 66%.
  • A leading German engineering company to earn the highest profit margins in their industry.

At VISION we like to tell our stories so please contact us, and we will share with you how we have worked alongside our clients to achieve such transformational results.


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VISION: Case Studies: Financial Services

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Global Investment Bank
Intelligent Finance
Lloyds TSB Scotland

Customer at the Centre: Commitment-based Management for collaborative business processes


Lloyds TSB Scotland Direct (LTSBS) is part of the Lloyds TSB plc group that targets the mortgage intermediary channel. LTSBS Direct was significantly under budget in its first year and in March 2002, VISION were invited to launch "LTSBS Spearhead", with a mission of jointly:

  • Reducing the short fall for 2002, and
  • Increasing performance in 2003, and beyond

The project team's Promise was:

  • To beat the business plan by more than 400%
  • In 11 weeks
  • No additional headcount

Project Summary

Through the design and deployment of the co-ordination process required to deliver the customer proposition, the project delivered:

  • A dramatic change in the performance of LTSBS Direct in 11 weeks, with
    • No changes in lending policy, and
    • No changes in staff - "the same people doing different things"
  • A step change in lending performance that was demonstrably sustainable
  • The coordination process was integrated into the technology to increase efficiency and management visibility, and to ensure sustainability

Value Delivered

  • Ticket value (the value of the individual loan) improved by 40%
  • Independent audit of the quality of the book by Group Credit & Risk highlighted a significant increase in the quality of business - Loan to Value ratio improved from over 95% to below 75%
  • Market share increased by about 250%
  • FTE resource requirements increased only slightly.


Graph Source: CACI (2004)
Text Source: Excerpt from a presentation made by Norrie Henderson of Lloyds TSB and David Le Brocquy of VISION Consulting at the BPMG in May 2004.

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Pensions Unplugged


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