HRM/ MANAGING EMPLOYEE REWARD AND DEVELOPMENT

Table of Contents

TOC \o "1-3 " \u Table of Contents PAGEREF _Toc6 \h 1

Executive Summary PAGEREF _Toc7 \h 2

1 .0 Introduction PAGEREF _Toc8 \h 3

2 .0 Coaching PAGEREF _Toc9 \h 4

2 .1 The External Coach PAGEREF _Toc0 \h 5

a ) Advantages of external coaching PAGEREF _Toc1 \h 5

b ) How it can be applied at RBS PAGEREF _Toc2 \h 6

2 .2 The Internal Coach PAGEREF _Toc3 \h 6

a ) Advantages of Internal Coaches PAGEREF _Toc4 \h 7

b ) How it can be applied at RBS

PAGEREF _Toc5 \h 8

2 .3 Skills a coach must possess PAGEREF _Toc6 \h 8

2 .4 Evaluation Framework PAGEREF _Toc7 \h 9

2 .5 Cost of Coaching PAGEREF _Toc8 \h 10

3 .0 Conclusion PAGEREF _Toc9 \h 10

4 .0 Recommendations PAGEREF _Toc0 \h 10

References : PAGEREF _Toc1 \h 12

Appendix A PAGEREF _Toc2 \h 13

Appendix B PAGEREF _Toc3 \h 15

Appendix C PAGEREF _Toc4 \h 16 Executive Summary

The Royal Bank of Scotland Group (RBS ) has been criticized by the Financial Service Authority (FSA ) for having one of the highest numbers of complaints from their customers and handling the complaints poorly The poor standard of complaints handling with the bank was attributed to the lack of senior management involvement in the delivery of the complaint handling process , poor quality services by the staff handling the complaints and failure of the banks and their staff to learn from similar complaints handled . This criticism has led to the need...