Nationwide BS Property Services Department

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PROPERTY SERVICES: INNOVATIONS IN SUPPLY CHAIN MANAGEMENT

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specialist electrical and building contractors

ELECTRICAL INSTALLATIONS & MAINTENANCE Periodic Tests & inspection Fire Alarms & Security Installations CCTV, Door Entry Systems Industrial & Commercial Specialists

BUILDING, JOINERY & RE-DECORATION Drain Clearance & Repairs Emergency Re-glazing & Boarding Up Pitched & Flat Roofing General Refurbishment Works

BLACK HORSE HOUSE • 4 TAPE STREET • CHEADLE • STOKE-ON-TRENT • STAFFS ST10 1BD TEL: 01538 757267 • FAX: 01538 756988 • EMAIL: PAUL@SESCHEADLE.CO.UK

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The Corner House, 71, Epsom Rd, Ewell Epsom, Surrey KT17 1LW Tel: 020 8786 8688 Fax: 020 8786 8989

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PROPERTY SERVICES: INNOVATIONS IN SUPPLY CHAIN MANAGEMENT he last two years have seen more changes than the whole of the last decade at Nationwide Building Society. First came the decision in July 2004 to invest £300 million in its retail network to upgrade its high street outlets and other access channels through its Channel Development Programme (CDP). Then, in September 2006, the Society announced a proposal to merge with Portman.

T

WORLD’S LARGEST SOCIETY Nationwide is the largest Building Society in the world and is committed to remaining mutual. It is the UK’s fourth largest mortgage lender with over one million mortgage customers, the second largest savings provider and is the seventh largest high street financial organisation.

Currently employing over 16,000 people, in 2006 the Society came third in the Times’ Best Big Companies to Work For poll.

Nationwide’s origins lie in Northampton and with the co-operative movement in London. It is now the product of more than 100 mergers – most significantly that involving Anglia Building Society in 1987.

Based in Swindon since 1974, and with a second administrative centre in Northampton, the Society grew most rapidly in the 1970s and 1980s. Its network now includes around 650 branches, administration buildings and five UK based call centres.

PROPERTY SERVICES The man charged with building a supply chain to the deliver the property elements of the Channel Development Programme is Richard Henman, Supply Chain Manager, Property Services Department.

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The Property Services Department contains approximately 130 people and is further divided into four specialist sections.

One team looks after the workplace, including the design of both the branch network and the workplace in Nationwide’s administration buildings. Another deals with projects, incorporating the refurbishment of branches, new call centres and car parks. The Operations team looks after catering, fabric maintenance, service maintenance, etc., whilst the Support team concerns itself with data, including CAD drawings, technical systems and the maintenance of Key Performance Indicators (KPIs).

MAKING CHANGES WORK “Prior to the announcement of the plans to upgrade our branches, we would refurbish on average 20 branches per year spending in the region of £15 million,” Richard explains. “Our schedule at that time meant that some work was to be done to every branch within a 5-6 year period.”

2004’s Channel Development Programme (CDP) announcement involved a major investment programme to make Nationwide’s service and facilities for members the best of any bank or building society in the UK. The £300 million was to be spent over a period of six years to improve access for members, regardless of how they choose to do business with the Society. Enhancements included the refurbishment of all branches and agencies and the installation of more internet terminals in branches, enabling members to conduct transactions online and get help from employees if they wish.

In the first two years alone, 100 branches were scheduled to under-

go major refurbishments, with a further 85 branches to receive a facelift. Nationwide’s intention was that every member using one of its outlets on the high street would find a modern environment in a convenient location.

“Overnight, the Department’s spend per annum went from £15 million to £45 million because of the implications of the CDP,” Richard reveals. “We had to choose between two options: use our current supply chain or switch to one large, national contractor.

“Our current suppliers had a good track record of delivering projects to the required time, cost and quality constraints and were familiar with our requirements. The method of using a single contractor has been used by a number of companies within the sector, but we felt that the distribution of our network lent itself far more to a regional approach. A network of suppliers provides cover against the risk of individual failure and allows performance measurement to drive improvements. There was also the risk of a single supplier having higher operating costs.

“There were, of course, potential disadvantages of using the existing supply chain. There was a risk that the opportunity to improve performance, delivery and value for money would not be taken. This was ultimately addressed by the introduction of Key Performance Indicators (KPIs), sharing best practice and market testing when filling capacity shortfall. The suppliers had also not historically committed significant effort to continuous improvement, however with prompting it was felt that this could also be overcome. In the end we decided that the best course of action was to develop our existing supply chain.”

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AICS are specialists in the specification and supply of ironmongery for corporate clients such as banks and retail stores.

We are pleased to be Nationwide s ironmongery supply partner for their branch network throughout the UK.

AICS Limited 2 Poolbridge Business Centre Mark Road, Blackford,Wedmore Somerset BS28 4PB Tel: 01934 714100 Fax: 01934 714109 RogerHaine@aicslimited.com www.aicslimited.com

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Once the initial decision as to who would be considered for the work had been made, a greater task presented itself, Richard explains: “In order to be able to achieve the improvements detailed in the CDP, we had to consider how we were going to perform the actual refurbishments. We elected to use a system of segmentation of the services provided. The key to the segmentation was the level of market difficulty and spend. This meant a detailed reconsideration of exactly how we worked with our suppliers. It was important, not only from a contractual point of view, but also in terms of establishing clear lines of communication as well as roles and responsibilities.

“We had historically used a series of regional suppliers to carry out work on our properties. In order to rationalise this and maintain the excellence of our services, we categorised our supplier relationships into a 3-tier system. The first was the most vital – the key suppliers, the shop fitters. The second contains specialist contractors, such as those dealing with security, air conditioning, etc. The third includes our corporate identity items, for example wallpaper, carpet tiles and counter-top and other merchandising.”

CHOOSING THE FIRST TIER – THE F5 “It was obvious that we needed to have a very, very close relationship with our first-tier suppliers,” says Richard. “A detailed analysis through the use of a Supplier Fitness Assessment was performed, including a business readiness review. We had a consultant check their capacity and capability, measuring them against the DTI benchmarks.

This gave us a very good indication as to where the contractors were in relation to the industry and of their potential to go forward.

“It became clear that five of our suppliers were perfectly suited to our needs and so we brought them all together. These are Castles Shopfitters, Bradford; Deane & Amos Shopfitting, Northampton; Edmont Joinery, Swindon; Barnwood Shopfitting, Gloucester and Rocare Building Services, Ringwood. Very quickly they began referring to themselves as the Famous 5 (paying homage to Enid Blyton, of course), which became shortened to the F5. We wanted them to collaborate and share knowledge; learning from each other, and from us, was extremely important as this information could only serve to benefit all concerned. This kind of collaboration cannot be achieved with a large group of companies, so numbers had to be limited.

“We began to arrange and facilitate meetings between our suppliers where they could talk. We started with simple things, such as standardisation of delivery timelines, the format of CAD drawings and some of the administration processes. They also participated in ‘After Action Reviews’ to capture and share knowledge, the detailing of the programme delivery processes and the development of WideXchange and the formation of the programme KPIs. “We wanted our suppliers to learn best practice from each other and from how they individually operated within their own companies. We introduced them to a concept called ‘Balanced Scorecard’, which is a way of describing the principal business drivers and mapping the connections. It looks at the four areas of finances, customer relations, processes and people, and considers how these four combine within

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the company. This in turn provides a common framework in which our suppliers are better able to share their business knowledge.”

There was also an acknowledgement that Nationwide’s suppliers were not the only ones who would have to make changes: “It was not only the suppliers who had to change or tighten their systems,” Richard states. “Prior to the CDP, Nationwide didn’t really have a robust set of processes as to how we in the Property Services Department should work. The CDP led us to rip up all our existing processes and build new ones. We elected to do this in collaboration with the F5, as their involvement in the process helped us to better integrate with them and to provide joint ownership of the work involved.”

The new arrangements were initially a significant culture change for all concerned: “Coming together and sharing information was not easy for any of these companies,” explains Richard. “Their natural position was as competitors and so the concept of this was initially rather alien and somewhat unnerving for them. Bringing them together in this way as a first step really broke the ice, as it was an entirely non-threatening environment for them. They were able to meet, talk and get to know each other. This built a mindset, formulated an attitude that enabled them to work together and forget that they were, technically speaking, competitors in the market. Instead they were part of our team.

“The new processes were based upon a ‘gateway’ concept, which means that the project cannot progress until certain actions have been taken in previous stages. This introduced a new discipline into refurbishment projects that was essential in delivering the new increased workload.

“In order to further facilitate the sharing of information and keep the momentum going, we have developed a web-based extranet system that

can be accessed by everyone involved in the project. It is essentially a project management portal that contains all the information pertaining to each job. This allows all of our suppliers to access every piece of information at the click of a mouse, at anytime and from anywhere. The system also includes ‘team rooms’, places where we are able to discuss issues and develop approaches with suppliers remotely.

“These new processes introduced a brand new way of working for both Nationwide and our suppliers. The team within Property Services Department dealing with branch refurbishments has increased only by a small number in response to this programme, in no way proportionate to the increased amount of work. The team is simply working in a different way, primarily because we are focusing upon managing whilst letting the supply chain deliver. The relationship has essentially been redefined, with our Project Managers ceding much of the day-today control to the suppliers’ Contract Managers and only becoming involved in key stages of the project. As a result of this, our Project Managers were able to manage substantially more projects.”

F5 BECOME F6 Whilst almost in place, the new team was not yet complete.

“The initial analysis that was undertaken prior to the creation of the F5 indicated strongly that this team of contractors would not quite have the capacity required for the entire Channel Development Programme (CDP),” Richard states. “For this reason we embarked upon a search for one other company to come and join the F5.

“The process we embarked upon was essentially similar to the Supplier Fitness Assessment that was used to select the F5. We looked at who was out there and undertook a 2-stage tendering process, looking at costs, etc. Ironically, the decision was made far more difficult by the existence of the F5. Although costs, capacity and capability were

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Design, Installation and Maintenance of Building Services for Commercial, Industrial and Retail Projects Resource designs and undertakes complete installation service and preventative work schedules to support its customers facility and building infastructure requirements, including: ¥ Mechanical & Electrical Services ¥ Power Distribution & Lighting ¥Voice & Data Networks ¥Air Conditioning Heating & Ventilation ¥ Controls & Building Management Systems ¥ Fire Protection ¥ Public Health & Sanitation ¥Water Treatment ¥ Lift & Movement Systems ¥ Electrical Safety Monitoring Service ¥ Portable Appliance Testing A 24-hour emergency call out service is available for mechanical & electrical services 365 days a year.

TEL: 0118 971 5900 FAX:0118 971 5930 www.resenv.co.uk Sabre House, Bath Road, Midgham, Berks RG7 5UU

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Established in the building services industry for over 200 years, Rosser & Russell is today a market leader in the supply and installation of mechanical, electrical, public health and maintenance services. Operating from offices in Manchester, Birmingham and our head office in Watford, we are able to supply a multi disciplined engineering capability.

We are delighted to be working with Nationwide

ROSSER & RUSSELL BUILDING SERVICES LTD ASTRAL HOUSE, IMPERIAL WAY, WATFORD, HERTFORDSHIRE WD24 4WW

TEL: 01923 205800 FAX: 01923 639306 www.rosserandrussell.co.uk

AIR CONDITIONING HEATING &VENTILATION DESIGN, INSTALLATION, SERVICE AND MAINTENANCE 21 Degrees Limited Unit 11 Business & Innovation Centre Sunderland Enterprise Park (East) Wearfield, Sunderland SR5 2TA Tel: 0191 5166679 Fax:0191 5166689 Email: admin@21-degrees.co.uk Web: 21-degrees.co.uk

Specialist: joinery 짜 Shopfitting 짜 Furniture Creating effective interior solutions

ON QUALITY- ON TIME-ON BUDGET Proud to partner NATIONWIDE for over a decade Factor 39 Ltd, Rayleigh Office, 5 Elizabeth Avenue, Rayleigh Essex SS6 7SH Tel: 01268 778176 Fax: 01268 742334 Email Address: info@factor39.com Web: www.factor39.com

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CHARITY BEGINS AT HOME

all crucial factors, the vital consideration had to be whether the new company would fit well into the group that we had already spent approximately nine months nurturing. We very much wanted to protect what we had already built and wanted to ensure that the new company’s culture and practices mirrored those of the F5. We did not under any circumstances want to bring in an organisation which would jeopardise the working of the group or which would not understand the ways in which we worked and our general philosophy of collaboration and sharing. We spent a great deal of time talking with the proposed company in order to ensure that they would bond with the group entirely and as seamlessly as possible.

“As a result of this process, the F5 was joined by the Edinburgh office of Morris & Spottiswood. This, of course, meant that the group had to decide upon a new name, as there were now six of them. After many suggestions, including ones such as the Secret Six and so on, they decided to simply change their name to the F6, as nothing else seemed appropriate!

“Nationwide had never dealt with Morris & Spottiswood before, unlike the original five companies who all had a history with us. It was also bigger than the other contractors within the group. In the first year we only appointed Morris & Spottiswood a limited amount of work, partly as an ‘easing-in’ to the programme and partly as an initiation to test whether and how well they would fit into the group. The finalisation of the deal was dependent upon this, as well of course as the successful delivery of the projects apportioned to them.

In the Spring of 2006 the six shopfitters, the F6, were challenged by Tim Plummer, Head of Property Services, to put together a SWOT Team. The idea being to support Property Services at some point during the year in the decoration of premises or rooms for a local good cause. They were happy to accept this challenge.

In July 2006 Property Services Department were asked to help Green Standards Ltd. (Green Standards Limited supplies a range of services to help clients develop their environmental and corporate responsibility policies. Green Standards Ltd. supports The Green Standards Trust. The Trust, in turn, provides assistance to a wide range of charities. This can be in the shape of providing donated furniture and other equipment).

Green Standards had recently acquired a new warehouse in Swindon and were trying to get it ready for opening.

The department put together a team of volunteers to help clean and decorate, but there was also a need for a qualified electrician and carpet fitters. There were less than 2 weeks to the official opening, so time was fairly short to plan the activity.

The F6 were asked to help, and Edmont Joinery Ltd., one of the more local shopfitters, offered to provide the support on behalf of the other six. They did a great job and the Edmont team joined in enthusiastically. The electrician ensured the power was on and everything was working and the carpet fitters quickly laid down the flooring, returning the next day to ensure everything was finished off ready for the opening.

Green Standards were really pleased with all of the work done by everyone involved and the building was officially opened by Philip Williamson, Chief Executive of Nationwide Building Society, on 23rd July 2006.

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THE F6 – NATIONWIDE’S F We are extremely proud and pleased to have worked with Nationwide Building Society for over 25 years.

The services that we offer are: Shop fitting • Space planning • Design and Build Main contractor • Joinery manufacture and installation • Roll-out programmes • Special Projects • Project Management • Security projects Rossland House, Headlands Business Park, Salisbury Road, Blashford, Ringwood. BH24 3PB Tel: 01425 482000 Fax: 01425 482026 Email: office@rocare.co.uk Web: www.rocare.co.uk

DEANE & AMOS SHOPFITTING LIMITED South Portway Close, Round Spinney, Northampton, NN3 8RH

Tel: 01604 790990 Website: www.deane-amos.co.uk

The Interior Fit Out & Refurbishment Specialist

Interior Fit Out • Store Refurbishments • Corporate Offices • Leisure Facilities Manufacturing • Retail Displays Units • Bespoke Furniture • Bullet Resistant Doors Project Management • Client Liason • Supply Chain Management • Procurement Delivery Design • CAD • Design & Build • 3D Visual Bowland Street Works • Bowland Street • Bradford • BD1 3BW T: 012774 724271 • www.castle-shopfitters.co.uk

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S FIRST-TIER SUPPLIERS The Complete Contractor Hyde Road, Upper Stratton, Swindon Wiltshire SN2 7RB

Tel: (01793) 825765 Fax: (01793) 825725 Email: admin:Edmont.co.uk www.edmont.co.uk

• Specialist Joinery • Interior Construction • Design and Build Edmont Joinery are increasingly involved within the supply chain to achieve effective delivery of the refurbishment roll-out.

Joinery - Construction - Electrical - Flooring - Carpets - Upholstery

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(L-R) Cardiff Branch Manager Brian Trubey, Lord Mayor of Cardiff and Divisional Director John Sutherland

CARDIFF – WAVING THE FLAG August 2006 saw the completion of Nationwide Building Society’s new flagship branch in Cardiff. The new branch combined the two former Cardiff branches into one, giving the Society a greater presence in a prime city centre location. Its open plan design encourages a greater degree of personal contact between the team of employees and customers.

Barnwood Shopfitting Ltd. working very closely with the Property Services design team and the Conran Design Group, helped turn new ideas into reality. This was very much a research and development project, so a lot of the building work and ideas for the branch layout needed careful interpretation and close liaison with all parties.

The design team had a great responsibility in delivering the new Flagship branch concept and it was imperative to have the full support of the shopfitter and their team. This support enabled the program to run to time, budgets to be met and expectations managed. This project demonstrated repeatedly the importance and value of utilising the supply chain to help ‘take the strain’. The result was an innovative branch design delivered on time.

“Morris & Spottiswood’s involvement also gave us far more flexibility. As a larger company, it was able to offer us the scope for greater capacity should it be required. This reserve capacity was another aspect that Nationwide was concerned about and as such we wanted our new group member to be adaptable. Although the CDP is a 6 year

programme, we wanted to be in a position to act if the Society decided that it should happen more quickly. We needed all the building blocks to be in place.

The group of six are now collaborating extremely effectively.

“We had some initial teething troubles, but that is to be expected under the circumstances,” says Richard. “Now we are very much past that stage and everyone works incredibly well together. The companies may be spread all around the UK, but they meet on a regular basis to discuss the programme.

“Programmes of work are now allocated to the entire group. We afford them the autonomy to divide it up between themselves and programme it according to work that is already scheduled for other clients.

This approach gives our suppliers an overview of the programme and allows them to effectively organise their workforce and workload.

“It is also possible for suppliers to help each other out more easily using this method: fellow members of the F6 can assist if the workload is particularly heavy and all the information required to perform the task is available to them. This occurred recently when one of our suppliers had to pass on a project to one of the other F6 companies in order for Nationwide to maintain the programme and for the supplier to maintain their team. There are, of course, certain timescale constraints that we have to impose because of our programme schedules, but on the whole we trust our suppliers to deliver on time. We are extremely conscious that we do not want to stop and lose the momentum that we have created now that we have developed such a wonderful working relationship.”

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SECURITY INSTALLATIONS

N

ot surprisingly and in common with all other institutions providing a high street banking service, Nationwide has to provide proportionate protection systems for its staff, customers and service provider partners.

The security array is today very comprehensive, striking a carefully considered balance between deterring crime and protecting people and assets against the most hardened criminals.

Bastion Security Installations is a long term specialist supplier to Nationwide, providing physical security protection in two, quite different ways: Branch Counter Glazed Screens.

Bastion are currently approaching the end of their first year supplying and installing armoured glazing for the counter-top cashier screens.

The contract was won against stiff competition and only after a very thoughtful approach to finalising the specification by Nationwide technical and security personnel.

This involved Bastion replicating and video recording typical armed attacks on a branch cashier area with a choice of weapons and determining just what worked in real life testing, compared with what Test Standard results suggested would work.

The result proved conclusively that there is no substitute for ‘doing it for real’, given that most security standards now are Euronorm (pan-European) and reflect the inevitable consequences of finding a one-size fits all specification.

Bastion have over twenty years experience in the banking and cashier sector and can design and construct counter and screen areas, including armoured pass doors and other front-of-house facilities if required. This experience lay behind Nationwide seriously considering Bastion as a key supplier initially.

Bastion’s business approach is very flexible and a number of clients – such as Nationwide – select a particular service or specialism from Bastion, to complement those of other suppliers.

Bastion pre-manufacture the glazing frames and add the specialist glass in the factory. It therefore takes relatively little on-site time to install the glazed frames, which are to standard sizes, into pre-prepared openings.

With 70 sites now complete and perhaps as many as 500 in total to do overall, Bastion can see themselves being quite busy for a while to come.

Specialist housings for ATM’s.

Automatic Teller Machines (ATM’s) – or cash machines to you and I – have become an indispensable part of modern life.

Nationwide have an extensive ATM network and are constantly seeking high value locations for new machines, to enhance customer service nationally.

Safe & Secure In a 24 hour society, replenishing (re-filling) the cash machines becomes a serious issue and is clearly a potentially dangerous task given the amount of cash typically involved and the vulnerability of the operative during the process unless extra security is provided.

And this is where Bastion have enjoyed one of their longest relationships with a financial institution customer – Nationwide – in the provision of specialist armoured Pods as they are called, in which to site the cash machines.

Bastion Pods are specialist, extensible ‘kiosks’ which provide an on-demand, highly armoured workspace for a person filling a cash machine in an off-premise location. All necessary electrical and telecoms power requirements for the cash amchine, as well as automatic lighting, are provided within a Pod. Off-premise, or third-party sites now provide almost all of the new locations for cash machines, which until not that many years ago, were simply located within the relatively secure branch premises of all financial institutions. Most still are. However, there has been massive growth in ISP (independent service provider) machines placed in small shops, pubs etc. and which are typically filled by the proprietor after hours. These generally have low level usage and charge for the privilege of using them.

Nationwide cash machine sites are somewhat different.

They seek the highest performing locations in terms of likely transactions and are naturally selective in balancing service provision needs with costs of installation and operation.

Bastion Pods allow locations to be considered which would otherwise not be viable, as there would be no chance of getting the machines filled once installed.

Typical sites range from airports to busy Post Offices and supermarkets to shopping malls and the unique approach to delivery and construction which Bastion adopted 10 years ago is still a strong point and which is that: • the product arrives in ‘flat-pack’ form on a special trolley • no piece is too big to pass through a standard doorway nor too heavy to be carried by two installation crew members • the product is up and ready in typically 90 minutes Additionally, the product is very flexible, being adaptable to take a different cash machine design in the future and has an asset life which is longer than a typical cash machine site contract.

Bastion have installed over 3000 Pods in ten years for 15 different blue-chip customers, of whom Nationwide is amongst the very best from a relationship and overall spend basis.

In looking forward to another ten years of providing service to Nationwide, Bastion are certainly under no illusions that continued excellent service as well as fit-for-purpose products are both needed, in what is a highly competitive and fast moving industry.

16e Follingsby Close, Follingsby Park, Gateshead, Tyne & Wear NE10 8YF Tel: 0191 419 3777 Fax: 0191 497 2997 Email: enquiries@bastionsecurity.co.uk Web: www.bastionsecurity.co.uk

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SERVICING YOUR NEEDS

Specialists in External and Internal Refurbishments

reaching the heights in lift installation, refurbishment and maintenance LONDON OFFICE: UNIT G1, BLACKFRIARS FOUNDRY ANNEXE, 65 GLASSHILL STREET, LONDON SE1 0QR

TEL: 0207 721 7250 FAX: 0207 721 7252 ANDOVER OFFICE: SUITE 2, PHOENIX HOUSE, BASEPOINT, CAXTON CLOSE, ANDOVER HANTS SP10 3FG

TEL: 01264 326396 FAX: 01264 326397 Email: mail@axiselevators.co.uk Web: www.axiselevators.co.uk

UNIT 3, OAKWOOD TRADING ESTATE DANE VALLEY ROAD, BROADSTAIRS KENT CT10 3JL TEL: 01843 603600 FAX: 01843 860239 EMAIL: davefoster@berkeleyconstruction.co.uk

CONSTRUCTION Historically based upon refurbishments of Office space the late 1980’s saw our increasingly successful expansion into Major construction projects.

• Heating & Plumbing • Suspended Ceilings • Office Partition Systems • Electrical

We provide quality workmanship with pleasant yet professional attitude to practical problems

BUILDING MAINTENANCE Our building maintenance department is equipped for single or multiple site maintenance, from locks and flooring to roofing. Plumbing and electrical works compliment the full service provided. We can price individual projects or fixed term projects.

• Project management • Office & Commercial Refurbishment • Decorating • Contract Flooring • Carpentry

We have been involved in recent years with Nationwide Building Society in their full and extensive scheme of upgrading the branches and exterior maintenance on many of the Branches throughout the South of England.

We are geared to provide full and competitive quotations either as main or as a sub-contractors for both retail and commercial clients.

CHADWELL SERVICES LTD UNIT 1, BASEPOINT BUSINESS CENTRE, MARSH WAY, RAINHAM. ESSEX RM13 8EU TEL: 0208 5965 189 FAX: 01708 508 740 EMAIL: chadwellfin@aol.com

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Philip Williamson, Chief Executive of Nationwide

GOING THE EXTRA MILE What started as a simple refurbishment turned into a local news story. Paul Cowham from Castles Shopfitters was pivotal to Nationwide being able to progress with the Dunstable Branch refurbishment. Paul took ownership and managed to arrange the removal from the branch and re-siting of a valuable medieval mural. His excellent approach to the council and Heritage Centre, negotiating and arranging the finer details made it possible. Paul was invited to attend the donation presentation in the Dunstable Heritage Centre. He managed this refurbishment with the attitudes and behaviours which PRIDE represents. (PRIDE is Nationwide’s set of behavioural values that shape the way we do things as individuals and a business. “It’s our lifeblood and central to our business plans. It’s what makes us better than the competition” says Philip Williamson, Chief Executive of Nationwide).

For his actions Paul was a Quarter 1 winner in the Society’s “Rising to the Challenge” initiative in the 3rd Party contractor sector; that recognises individual demonstrations of PRIDE – something over and above their day job. (Context: Paul was one of 20 individuals selected from the whole Society and third party contractors

AND ANOTHER ONE FURTHERING SUPPLIERS The relationship between the Society and its suppliers is very much ‘give and take’, and it actively encourages and facilitates improvements to all the F6.

“Nationwide reaps the benefit of our suppliers sharing knowledge and becoming a stronger, autonomous unit,” Richard explains. “This is why we have been going the extra mile to ensure that all our suppliers are operating at the highest possible level.

“As part of developing the first tier supply chain, Nationwide introduced the suppliers to a number of behavioural training tools and techniques already in use in our own organisation. The Insights Discovery system provides a framework that leads to greater self-understanding, encourages, for example improved relationships with others and helps individuals to adapt to manage change more readily.

“A review of how the F6 group procure materials and subcontractors was undertaken. The key purpose for this capability assessment was one of ensuring and measuring continuous improvement. By completing a checklist, it was possible to determine areas where there is room for improvement. Each supplier was assessed against industry best practice.

Stuart Smith from Morris & Spottiswood wasn't originally assigned to the refurbishment of the Nuneaton branch, but following completion of the works, received commendation for customer contact, project management and dedication, from the Senior Branch Manager, Gareth Cunningham: “Stuart was cited as a first class project manager with great communication skills. He was totally committed to managing the 3rd party suppliers that made up the total refurbishment team. He ensured that they were prepared for the work in hand; that they were health and safety approved; and most importantly that they provided the very best workmanship that they could. Stuart left nothing to chance and did not accept sub-standard work. He clearly had the respect of each and every member of his refurbishment team and he in turn respected their crafts. Project Management of the highest order – high quality and on time”.

Thanks to Stuart’s dedication and that of his team, the Nationwide branch in Nuneaton looks fantastic

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“Finally, as a mutual organisation Nationwide understands that it has responsibilities that go beyond purely commercial interests.

Members, employees and the wider public expect the Society to understand and manage its impact on the community and the environment.

We have been working with our suppliers to develop a number of initiatives in this area.

“The Good Neighbour Policy Statement demonstrates Nationwide’s intention to mitigate the impact of refurbishment building work activities on site neighbours, tenants and the general public – along with the site’s surrounding environment – as far as is reasonably practicable.

“Our Building With Care Code commits the contractors to be considerate neighbours, as well as clean, respectful, safe and environmentally conscious. Posters displayed outside the branch that is undergoing refurbishment set out the code, and passers-by can comment by contacting either the Site Manager directly or by telephoning the Property Services Department Call Line.

“Nationwide is also very proud of the fact that each of our suppliers has now obtained FSC certification. This is a system of product labelling that allows wood and wood-based products from well-managed forests to be identified and substantiated as such.

“The FSC certification achievement is an interesting indication of just how far the F6 have come. The first company within the group to achieve certification actually invited the others to visit their premises and see exactly how they had done it. This was something that would have been considered unthinkable 12 or 18 months ago. Each company visited and saw the systems working in practice, then returned to their own companies and delivered it there too. It was a sign of a massive step-change within the group dynamic.

“The help that we supply to them does not only apply to our contracts and projects. These are transferable skills and processes and can be put into practice with their other clients, therefore enabling them to offer more to all their customers.”

BENEFITS TO NATIONWIDE The benefits to the Society are varied, as Richard explains: “There are a number of ways in which we benefit from our suppliers strength. For example, through bolstering them, our risks are reduced.

“We are also now fortunate enough to have a team of contractors who are very much a part of what we are trying to deliver and who feel that they have joint ownership of the programme. The addition of our final supplier affords us the flexibility to be able to react to changes and extra demands quickly and everyone is incredibly keen to respond.

If changes do occur to projects or programmes, then they are accommodated.”

LEVELS OF REFURBISHMENT A number of different types and levels of refurbishments are performed on Society branches.

“There are three types of refurbishments that we perform on our Nationwide branches,” Richard states. “The least intrusive is the Refresh. This involves changes to the decoration, such as the carpets, the wallpaper, the marketing material, etc., and is essentially the lowest grade refurbishment we perform.

“Secondly, we have the Augment. This can include the installation of various new features to branches in order to enhance the customers’

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Pointer are proud to provide security and fire detection systems to Nationwide Building Society.

We provide these services within the framework of a Service Level Agreement – an unusual commercial contract within our particular trade.

We can also provide: • Integrated Security Solutions • IP CCTV • Access Control • BS8418 approved Event Monitoring Centre • ISO9001:2000 NSI Gold Accredited Design, Installation and Maintenance service Pointer Ltd, 65 North Wallace Street, Glasgow G4 0DT Tel: 0141 5642500 Fax: 0141 5523368 E: Glasgow@pointer.co.uk

We’re on the web – please visit our website at

www.pointer.co.uk

STORAGE, ORDER FULFILMENT, HIGHLY TRAINED DELIVERY AND INSTALLATION CREWS, INSTALLATION OF OFFICE EQUIPMENT AND FURNITURE

Supporting Nationwide Building Society branches for over 15 years

• Office Furniture & Equipment management: storage, delivery, relocations • Computer deliveries, sitings, plug and play • Exhibition stock delivery, porterage • Rollout projects to multi branches • Contract logistics • Centrally located for all UK areas • 100,000 sq ft warehousing, large delivery fleet, trained 2 man crews • ISO9001:2000 7 Chartmoor Road, Chartwell Business Park Leighton Buzzard, Beds, LU7 4WG Tel: 01525 244700 www.miniclipper.co.uk

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NATIONWIDE BUILDING SOCIETY

SPECIALIST FASTRACK REFURBISHERS OF: • Building Societies and Banks • Restaurants and Bars • High Street Retailers • Commercial premises and Offices •Supermarkets BUILDING AND RESTORATION OF: • Golf and Sports Clubs • Schools and Colleges • High Quality residential properties

Proud to have been working in association with NATIONWIDE BUILDING SOCIETY for over 25 years

CLEANING • Office & retail • Builders Clean • Carpets & Floors • Window – ‘Reach & Wash’ MAINTENANCE • Painting & Decorating • Waste Disposal • Building Services • Carpentry • Property Maintenance

9A POPLAR CLOSE, COLNBROOK, SLOUGH, BERKSHIRE SL3 OPQ

CLEANING HOUSE, HASLEMERE RD, SOUTHSEA, HAMPSHIRE PO4 9TL

TEL: 01753 682965 FAX: 01753 686134

TEL: 023 92 730540 FAX: 023 92 851515

www.cdsconstructionservices.co.uk

BRINGING YOU QUALITY PRODUCTS AND INSTALLATION AT AN AFFORDABLE PRICE • ACCESS CONTROL • CCTV • SMART CARD • HARDWARE

BLE have been working with Nationwide for over 20 years now. In that time BLE have provided Access Control Security Systems throughout its network of UK branches by installing digital, swipe and secure entry technology Access Control Systems in over 250 branches.

CHURCH STREET, ECKINGTON, SHEFFIELD S21 4BH

TEL: 01246 436361 FAX: 01246 436726 EMAIL: security@blegroup.co.uk WEB: www.blegroup.co.uk

bucknall austin are pleased to be associated with Nationwide

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experience. These features could include private interview rooms, technical equipment or additional ATM machines.

“Finally there is the Full Refurbishment. This usually involves the entire branch and will often include a redesign of the branch along with new facilities.

“With regard to our Corporate image, the last big step change was in 2000. This does not, however, mean that it has remained static since then.

If you were to compare the look of our branches back then with our current ones you would see subtle differences. This is because small changes are made occasionally. It is a gradual process; there is no set timescale.

Large step changes are driven by the market, business and fashion.”

FACILITIES MANAGEMENT At the same time as coping with such enormous refurbishment tasks, the Property Services Department is currently considering methods of procurement in other areas.

“At the moment we are trying to revamp our approach as to how we deal with Facilities Management,” Richard reveals. “There are currently some services for which we use a number of suppliers and others for which we use just one.

“We are working closely with our suppliers in order to bundle some of our services together. For some we will work on a national basis, having two companies looking after the service as a contingency, and for others a regional approach will be more appropriate. It will be considered on a service-by-service basis as to what is the best option and what reduces Nationwide’s risk most effectively.

“Historically, the Property Services Department has always treated Head Office and branches as separate entities and operationally this will continue, but all projects will be treated the same.

“During the analysis we will be looking at both our existing Facilities Management suppliers and those outside. This is partly for the purposes of benchmarking, but also because some of our smaller suppliers may not have the necessary capacity or capability to fulfil the kinds of contracts that we are going to be offering.”

FINAL BIT – ROUND UP Nationwide’s method is a seemingly unique and effective one.

How does Richard think it measures up to the more traditional approaches?

“I believe that what we are trying to do at Nationwide is different from any of the strategies used by our competitors,” he says. “We want to build our suppliers into a collaborative force and are very much in the business of working in partnership with them in order to produce the best result possible. We build long-term relationships through which both sides benefit greatly.

“Our method is all about flexibility, collaboration and reliability.”

NATIONWIDE BUILDING SOCIETY NATIONWIDE HOUSE, PIPERS WAY SWINDON SN38 1NW TEL: 01793 513513 WEB: www.nationwide.co.uk

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Mitsubishi Electric working in partnership with

Mitsubishi Electric are known for providing a range of products and services designed to meet, if not exceed, the high expectations of today’s market. Our air conditioning systems and controls are perfect for use in all manner of applications and as responsible market leaders we ensure that our systems go that one step further in addressing the larger issues that surround us all.

All of Mitsubishi Electric split system air conditioning ranges now use refrigerant with zero ODP (Ozone Depletion Potential). The new R410A refrigerant also enhances performance and has an extremely high Energy Efficiency Ratio. Our new inverter technology also plays a part in helping the environment by matching the compressor speed to the cooling or heating load of the room, with this up to a 30% reduction in power consumption can be achieved.

In addition to the obvious need for efficient products today, we thoroughly appreciate the increasing need to adopt a responsible approach to energy use and to consider the impact on future energy resources and the world in which we live.

Our air conditioning does everything it has to and more, whilst addressing the impact of future energy resources

Our air conditioning is designed to provide the ultimate in energy efficiency and constant comfort for all, yet, more importantly, to do it in a responsible manner.This is why Mitsubishi Electric have been developing systems that utilise sustainable energy - energy that doesn t need to be generated, energy that s available from the Earth itself.

The need to utilise sustainable energy is paramount to the future of all of us and has prompted an enormous amount of time and money to be spent by the product development team at Mitsubishi Electric.

Mitsubishi Electric are pleased to be associated with Nationwide as their sole supplier of air conditioning equipment.This is a role which we have achieved by consistently offering competitive commercial prices, excellent service levels, low life cycle costs and the highest quality, energy efficient products available.

Telephone 0870 3000 070 Email: airconcorporate@meuk.mee.com

For further information visit www.mitsubishielectric.co.uk/aircon

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