Dissertation
Dissertation
Dissertation
Written By
Sylvia A. Bishen
Business School, for the partial fulfilment of the requirement for the
September, 2009
1
ABSTRACT
The banking industry has been criticised for having long and inflexible working
hours which affect the life of employees and their level of commitment to work.
However, in 2003, organizations have been urged to extend the right to request
flexible working which makes the Royal Bank of Scotland unexceptional. Ever
since the implementation of flexible working in 2003, and new shift patterns for
the past 11 months, there has been continuous improvement in the level of
reduce absence level and increase performance, which enhances high competitive
advantage. Therefore, the study examines the reality of flexibility within the RBSG
and (a) what impact it has on the employees of the organization? (b) its impact on
the management side? and (c) who has the propensity to benefit more between the
The primary method the researcher used to collect data are semi-structured
observation (primary) and secondary data to supplement the primary data. The
and understand the importance of flexible working and how it affects the
archived RBS group news documents kept from previous feedback sessions carried
2
Unfortunately, the research was carried out during a difficult period for the group,
a period of loss of funds and massive job loss, however, the research was still
affirmative. The study found that flexibility has a more positive than a negative
impact on every individual within the organization and that the bulk of the impact
still lies on the employees, because the employees are considered to be the
ACKNOWLEDGEMENT
I wish to express my thanks and gratitude to the almighty God for guiding me
review and useful suggestions of all the chapters. This dissertation would not have
My sincere appreciation also goes to the employees of the Royal Bank of Scotland
for their active participation and time given to assist me in the research
Finally, I would like to thank all family and friends who gave their dedicated
DEDICATION
4
This dissertation is dedicated to my loving and caring parents: Dr. Jacob Bishen
(late) and Mrs Esther Bishen for their excellent parenthood. Dad may your soul
rest in peace.
DECLARATION
5
TABLE OF CONTENTS
PAGES
ABSTRACT....................................................................................................................2
ACKNOWLEDGEMENT..............................................................................................4
DEDICATION...............................................................................................................5
6
DECLARATION............................................................................................................6
CHAPTER ONE
INTRODUCTION
1.1 Introduction
This chapter contains a synopsis of the research, which highlights flexibility, its
issues and an overview of its practice in the Royal Bank of Scotland Group (RBSG).
replaces security (Edmonds, 1997, cited by Reilly, 2001). That is why organizations
while accessing a broader pool of labour (Nadeem and Hendry, 2003). The main
competitive advantage, It is often very difficult to draw the line between who
benefits more with flexibility, between the employer and employee. This is because
in the case of seeking flexible hours, the employee needs time off in order to attend
their own personal benefits, which will in turn be an advantage to the organization.
Since the best way for the organization to survive in a competitive environment is
to employ the higher skilled labour, then they only have to retain the current
Most researchers have emphasized on how the banking industry is known to have
long and inflexible work hours, which affects the life of employees and their level of
commitment to work (Ahmed, 2009). Thus, the main purpose of the research is to
commitment and motivation, besides pay rewards, with the sole aim of having an
The most significant of the various strategies lies within having flexible working
respond to change more quickly than one, which is not. Certain types of flexible
8
working help employers to recruit and retain people in a tight labour market
conditions.
The purpose of this study is also to challenge other researcher’s opinions on how
banks use their employees to achieve their aim. It will also explore how the Royal
Flexibility and flexible work are terms used to describe a wide range of working
different from the traditional 9-5 full time employment with a permanent contract.
There has been a recent trend, which allows employees with the statutory right to
workforce demographics have made the attracting of the best available talent a top
term competitive advantage to the firm by developing the ability to flexibly achieve
constantly changing strategic needs for human resources (Wright and Snell, 1998).
firm’s performance, but the literature has not made much reference to the banking
industry. Those who have talked about the how employees are being treated in the
banks do not have positive opinions about it. Work-life balance has remained an
important issue in the banking industry, particularly those working in the office
The Royal Bank of Scotland, which is one of UK’s leading high street banks with
over 40 million customers and about 1,700 employees have a flexible working
pattern which is divided into; time at work and time away from work, these
There is often that flexibility restraint to the manner with-which work is scheduled
among staff in the banking industry. Nevertheless, recent study has shown that
banks have been making maximum profit due to the existence of flexibility, which
it offers, to its staff members. A recent report by Don Cruickshank (2000) reveals
drawn from other UK’s largest banks such as Barclays, where some of its
article. They quoted significantly that: “People who are under an immense burden
10
• To examine the opinions of staff members within the Royal bank of Scotland
• To identify where the bulk of the impact of flexibility lies between the
• To provide an insight to the models of flexibility and how they are adopted in
advantage.
11
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction
The aim of this chapter is to review what has been said by past theorists and
authors based on their opinions and viewpoints of flexibility, its impact and how it
The literature review will first focus on the impact of flexibility and how it affects
job satisfaction. It will quantify the extent and intensity of its impact on the
and Sett, 2009). In addition, the models of flexibility will be examined, focusing
on how well it has been adopted by organizations, specifically the banking industry
12
and a debate as to what side receives the bulk of the impact between the
Flexibility is a term that is used in different contexts of life. Flexibility could refer
to the ability to move joints through their extended position (Quinn, 2007). It
1992). CIPD (2005) see ‘Flexible Working Practices’ as the length of time an
employee works, where they carry out the work, and the pattern of work, including
leave or other absence taken from work. In the context of this research, flexibility
refers to a situation where employees are allowed some time off work to attend to
further away from just analysing the impacts of flexible working and family on
women (Lewis, 2005). It includes family-friendly policies such as five day work
week, flex-time, family leave and employee assistant programmes, with the sole
the firm are flexible and they way these resources are applied (DeMarie 1998).
13
2007). Taylor (2009) suggests an organization which is flexible, is able to deploy
its people and make use of their talent more effectively and efficiently.
conditions and working conditions. It also depends on the way these conditions are
connected (Kristensen , 2005). The family friendly policies are seen as any benefits
flexibility begins with the work of John Atkinson (1984) who talks about the three
models of flexibility. These models are further sub-divided into the different types
of flexible-working arrangement.
outside of their normal job description (Reilly, 2001). According to Taylor (2009)
increase in its method of, multi-skilling, more team-working, job rotation and have
Numerical flexibility on the other hand allows management to match the need
for workers with the number employed and this can be achieved with a variety of
franchising, and agency workers (Dyer, 1998). The third model is financial
flexibility which allows the cost of labour, (as indicated by hourly rates and
contract prices), to reflect the supply of, and demand for, labour (Heery and Noon,
do with mobility of workers to carry out work outside the workplace. This could
name applies, involves employing people on a flexible hours basis (Taylor 2009).
Wright and Snell (1998) are of the opinion that HR flexibility consists of three
flexibility refers to two attributes: the number of potential alternative uses to which
employee skills can be applied (resource flexibility) and how individuals with
behavioural scripts among employees, which they can adapt to the demands of
situations.
either home life or work life. In this instance, there is often a clear distinction
between the activities of the home and the work place. For instance, for those who
work from home, when they are outside their working hours, they will not read
work emails or perform a work related task outside their work hours and vice
versa.
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The second category of flexible working identified by Kristensen (2005) is mutual
flexibility which involves the employee feeling responsible for both home and
work life. The third category has to do with shared interest between the employee
works less than a normal contracted hours. According to an article about NHS
employers, part-time working might not necessary have a set pattern. It could
Flexitime- this allows employees to choose within agreed limits when to start and
finish work (outside core times), to enable individuals attend to domestic or other
responsibilities. Usually, employees are allowed to have their lunch within agreed
limits. However, rules vary from organization to organization, but usually involve
employees clocking in and out of work (Taylor, 2008). Such schemes require
employees to work for a certain number of hours over the month, but permitting
them to meet business needs, where possible and at their own wishes.
individual's needs whilst working full contracted hours. In this case, employees
work in the same workplace, but with different start, finish and break times.
agreed hours over fewer working days. Often, a five-day working week is
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Job sharing- Involves two people carrying out the work which would
normally be done by one person. The work is not split but shared. There is no
particular set form for managing time, which may involve working a set number of
employee replaces another on the same job within a 24 hour period. It has two
to overtime. Allows employees to take time off to compensate them for extra hours
worked.
contract, but also able to take paid or unpaid leave during school holidays.
employee is contracted to work are calculated over a whole year. Usually the
annual hours are split into two parts – the larger part consists of set shifts with the
remaining shifts unallocated. The employee is paid for unallocated shifts and owes
reduces the number of hours worked for an agreed period with a guarantee that
employees to work reduced hours for a specified period of time to deal with
17
employees with a guarantee that they will be able to return to work at the end of
maternity leave, career break or after serious or prolonged illness. Normal hours
but rather a principle of life that has to be abstracted from how the individual
literature that talks about the impact of flexibility on the employee, it rather
objectives (Donohoe, 2005), this is because employees seek flexible working for a
Reilly (2001) identified some principal reasons why employees seek to work
flexible hours:
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• To facilitate lifestyle preferences
• To maximize earnings
• To secure employment
In this regard it is important that work life and home life are not interpreted as
different spheres or domains; rather they are two series in the constitution of the
the various reasons is the fact that flexible working allows employees, within
certain limits to be able to have time for other commitments or personal interests
outside work, known as work-life balance. Work life balance is defined by HEBS
(2002) as working practices that acknowledge and aim to support the needs of staff
Demographic changes seeing people living longer is making flexibility for those
The ultimate impact of flexibility on the employee to bear in mind is the fact that it
support within the business community (Saltzstein and Ting, 2001). Employers
should understand the need to achieve the right to work-life balance and there is
more to just having the right. Being able to work flexibly means happiness and
happy staff means loyal staff, especially in today's economic climate where this has
and increase worker participation in decision making which will not only help
and expressed significantly lower intention to quit their jobs (Grover and Crooker,
1995).
the labour markets between the “core” and the “periphery” workforce. The core
argument, the issue with this model is that core workers are provided with job
security and high salaries that reflect their skill levels and their importance to the
20
In as much as flexibility has its positive impact on employees; it may also have its
negative impact. Ursell (1991) argues that, although the flexible firm model may
use different tactics. Thus, the commitment of core workers can be achieved by
offering them job security, more varied and interesting jobs and the potential to
hand can be achieved because there is a ready pool of potential employees who are
able to replace them. However, Ursell (1991) suggests that the role the core
to both monitor and control the extent of autonomy given to the core work force.
Further to the limited sovereignty given to the core workforce, Whittaker (1991)
found that flexible working was meant to bring about changes in the workforce
(Dyer, 1998), thus he states: “flexibility and multi-skilling was not “bought” with
have been made through intensification of work, “core” workers have lost
discretion they once enjoyed and their employment security is now conditional on
2.4.3 Up-skilling
skills. Some employees have to seek themselves out through education and
training since being more skilled has become necessary due to employers seeking
21
continuously to up skill their workforce (Reilly, 2001). This is due to the constant
pressure from competitors and customers. That is why organizations should see
the need to allow employees to request flexible working since it will turn out to be a
good return on investment for the firm. It is also beneficial for employees to
acquire more skills, not just, because employers want it, but also because of the
external market conditions. Employees are seeking to gain more skills, which are
not just the requirement of their current employer, but for what is also for
Functional flexibility which has to do with making optimal use of the employee’s
(Goudswaard and Nanteuil, 2000). This means that that there is a positive
direct impact implies that flexible work patterns such as job rotation, widening the
scope of the job and job enrichment have a direct effect on skills retention. An
indirect impact would imply that the working conditions, such as availability of
training and greater job control, are more important than functional flexibility in
itself
As stated by Burud and Tumolo (2004), talented and focused employees who are
22
and deliver good service to customers, who inturn are more inclined to be satisfied
and loyal, generating strong sales. Most organizations offer Employee Assistance
Programs (EAP) which are designed to recognize the interaction between people’s
domestic and working lives and to offer confidential counselling to staff to address
work and family issues and retirement or lay-off issues (Ahmed, 2009). EAP will
Cooper (1994), which will reduce the rate of turnover in the organization
remains unarguable.
etc reduces absenteeism and involuntary turnover which in turn improves job
satisfaction (Pierce and Newstrom, 1983). Voluntary and involuntary turnover are
Employees experiencing conflict between their family responsibilities and work are
three times as likely to consider quitting their jobs, compared to those who are not
rates. Social justice also predicts that employees will have a more positive attitude
1990). A survey carried out by Casner-Lotto (2000) on Ernst and Young with
between 1997 and 1998, when they adopted the flexible working arrangements. It
improved the retention rates particularly women, about 65% of the people who
work flexibly initially considered leaving the company earlier in the year. Hom and
Griffeth (1995) also identified that another reason for turnover relates to conflicts
between the demands of work and family, which has become worse due to the
number of single- parent families. A recent research in the United States suggests
that 33 per cent of women see these conflicts as a contributing factor for quitting
An organization which is flexible tends to save costs in the sense that when an
employee leaves the firm, productivity is affected from time to time until the
worker who replaces the former employee is able to meet up to the speed to bring
the organization back into its shape. The loss of employees through turnover may
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result in increased recruitment and training costs and loss of productivity as
It has been estimated that each year, stress costs UK businesses about £3.7 billion
and the loss of about 80 million working days. Stress can be caused by both work
related factors and many employees experience difficulties juggling their work
employees should allow flexibility to save the cost of stress. Mistakes flourish as
overloaded employees try to fill in until replacements are hired and trained
and training the new workers is saved, and the indirect cost resulting from lost
productivity and ineffiencies is also saved (Kepner- Tregoe, 1999). Philips (1990)
states the real cost of turnover amounts to 50-75% of the departing hourly
employee’s annual salary of 150%. The time taken to fill a vacancy is usually
quicker in the case of internal recruits, leading to further cost savings and greater
personel and development (2009) has stated that employers may incur additional
Burud and Tumolo, (2004) found that having a flexible working pattern reduces
health care cost which is the largest element of labour cost. In terms of depression
and stress, the health care bills of a depressed employee are definitely more likely
25
to be more than that of a non-depressed employee. Combined psychological
problems (stress and depression) leads to costs nearly 2.5 times higher than that of
workers who are not having such problems (Goetzel et al, 1998)
Some companies have also benefited from reduced buildings costs – rent,
electricity and IT support – by cutting down on the hours employees spend in the
office. BT for example, estimates total savings on property costs of £450m a year
through its home working initiative. The telecoms giant currently contracts about
The use of temporary workers mostly occurs only when they are needed; this might
be a detriment to the business. Part-time workers are present only when required.
Sloane and Gasteen (1991) found that overtime was the preferred method used to
achieve temporal flexibility where demand is unpredictable, for this reason, temps
where not found to do the work that permanent workers do. A major problem with
(Taylor, 2009). In addition to this, Malloch (1991) found that contractors, who are
externals, often provide essential specialist knowledge that was not found in-house
and this tends to reduce the level of commitment from contracted workers
Barney( 1991) has proved Malloch (1991) wrong because in his view on flexibility,
flexible HR systems is a form of investment that firms need to make up-front, for
creating the opportunity to engage in the process of generating resources which are
valuable, rare and incomparable. This is true because when a firm is flexible based
26
create a superior performance and sustainable competitive advantage in a dynamic
Increased flexibility reduces the rate of sex discrimination in the sense that not
only do women have to go on maternity leave, but also men go on paternity leave.
The recent extension in the right to request flexible working proposed in April
2007 has also extended the right to the care of an adult who is a spouse, partner,
civil partner or relative or any adult living at a qualifying employees address (Ford,
2008), those guardians to have time off for dependants and those with parental
and effectively, even through peak times (Taylor, 2008). Shop workers are hired to
work on a part-time basis on busy days, like during festive periods such as
Christmas sales and summer sales. Also in call centres, people are hired on a part-
time basis or temporarily to cover for busy periods to make up service levels.
firm needs more than a superior bundle of resources, one of which is flexibility. It
needs a valuable, rare and imperfectly imitable dynamic capability that can renew
environments.
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2.6 Flexible working in the banking industry
to the Financial Services Skills Council (FSSC), the banking sector is categorised
into three. The first is Retail banking which operates on every high street and
collecting deposits and offering telephone banking services. The second category is
the corporate banking which involves services for business where the
population has a quicker access to different types of products and services, which
banking operates similarly to the retail banking but on a wholesale basis due to
Ahmed (2009) states that the long and inflexible working hours banks adopt are
particularly those working in the office. He also states that though some still offer
flexible hours, some particularly in their contact centres, have compressed work
week (reducing the length of working week, but increasing the length of work per
day). For example, a survey carried out in the Bank of Australia showed that one of
the benefits of flexible work was the improvement in the quality of customer
et al, 2006) have mentioned that most banks are promoting flexible working as a
way of helping them meet new working hour regulations, improve morale, retain
28
A recent report by Don Cruickshank (2000) reveals the innovation, competition
and efficiency in the UK retail banking. The Competition Commission has found
that the big four clearers have earned £726 a year in excess profits from SME
banking services in England and Wales. It is also found from recent study that
banks have been making maximum profit due to the existence of flexibility which it
The Royal Bank of Scotland which is the fifth largest bank in the world and second
largest in UK and Europe has been found to have very flexible working for its staff.
As of 2003, the bank had over 120,000 employees worldwide and over 30 million
customers. Among employees in the UK who are about 102,000, 22% of them have
Royal Bank of Scotland have been divided in to time at work and time away from
work:
• Part-time work
• Term-time working
• Home working
• Variable hours
• Compressed hours
• Job share
29
Time away from work includes:
• Holiday banking
• Special leave
• Compassionate leave
• Study leave
• IVF leave
• Adoption leave
• Business leave
Growing numbers of men as well as women would like to work in ways that allow
them to fulfil their potential at work while also being able to spend time with
family or participate in non-work related activities (Lewis and Cooper, 2005). Such
decision to extend the right to request flexible working, reported by Walsh, 2008
Enterprise and Regulatory Reform (BERR), found 95% of employers offer some
form of flexible working for staff (Berry, 2007). He also found that with consumer
30
time hours and extended sabbaticals in order to retain staff rather than laying
them off.
According to a report by Wolff (2009) KPMG found that staff reductions made in
2002 had long-term repercussions, and it did not wish to replicate this experience
during the current recession. Not only was the redundancy programme unpleasant
for all concerned, it also led to the loss of valuable people and left the organisation
under-prepared when demand for services returned. Like many other employers,
KPMG has chosen to explore other solutions during the past 12 months, in the
hope that it can retain valued employees until their skills and experience are
required again in the future. Key to this has been the introduction of short-term,
flexible working that has so far saved the company expenses in the region of £1.2
million.
The recent recession has made organizations to now adopt flexible working as a
carried out a survey and found that organizations used three major steps to reduce
redundancy, one which had to do with reducing the use of agency or contract staff
reduced overtime to minimise redundancies during 2008, and 17.8% looked at pay
The 1998 workplace employee relations survey (WERS) showed that 60 per cent of
all workplaces had one or more of the following: Home working, term-time, job
sharing.
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Further to this survey was a research on Toyota and Jaguar Land Rover which
Half of the 892 employers surveyed said that they have introduced recruitment
freezes to offset the need to make redundancies, while 40% are terminating
One in five (19%) of the employers in the Chartered Institute for personnel and
Development (CIPD) research are increasing their use of flexible working, 17% are
techniques.
o The decline in the size and influence of trade union over the past 20 years
service sector
32
2.8 Does the weight of the impact lie on the management or
employees?
It is often very difficult to draw the line between who benefits more with flexibility,
between the employer and employee. According to Reilly (2001) there are
situations that benefit both employee and the management by accident, known as
introduction of the Working Time regulations or new statutory rights for part-time
workers. Reilly (2001) also made identified a situation where there is a conscious
decision to meet employees needs as well as the employer needs. This is known as
employee is seeking to gain more skills for their own personal benefits, which will
just because employers want it, and are prepared to pay for it, but because external
seeking to attract that highly skilled employee away from its current employer.
Since the best way for the organization to survive in a competitive environment is
to employ the higher skilled labour, then they only have to retain the current
According to Marchington and Wilkinson, (2005), despite the fact that flexibility
tends to be cost effective, there is often that disagreement about the costs and
1993).
Besides saving cost for the employer in terms of recruitment and training,
locational flexibility also offers employees the chance to reduce costs and ease
stress on transportation and traffic, when they are working from home (Reilly,
2001).
might bring better innovation and new ideas, since often fresh blood is needed to
An organization that is flexible is likely to have a high rate of retention, and with
retention there is a high rate of internal recruitment like lateral transfers, job
rotation and rehiring formal employees. Apart from internal recruitment being
cost effective, it gives the employees the opportunity grow within the organization
instead of developing their careers elsewhere (Taylor, 2008). This also means that
A report by Rebecca Clark an adviser for the Chartered Institute for Personnel and
both organizations and employees. They give people more control over when and
34
where they work and this appears to mean more focused and motivated employees.
The introduction of flexible working allows employees to gain more control over
their work-life balance and can act as an important tool in the organization’s
During busy or peak times when people are hired on a part-time basis, or
opportunities. Other parts of the labor market to which employees can look to
employ during these periods are retired people and students in full-time education
(CIPD, 2008).
Some researchers have argued that flexibility has not brought a solution to
employment, instead they argue it has brought more confusion and increased
division between the core and periphery workforce. Pollert, (1991) , who describes
the new trend of employment as having an orthodoxy of flexibility, argues that the
neo-classical liberals, flexible working has become a new and forceful venture in
the economy, while for others it is just an opportunity for a new manpower policy
to achieve a core and periphery workforce with functional and numerical flexibility
(Pollert, 1991).
A survey by the Chartered Institute for personnel and development states that one
35
revealed that about 45 per cent of respondents highlighted the difficulties that
commitment and job security. The issue is that organizations tend to create a
situation where employees are deployed such that they are available when required
on a temporary basis.
how firms tend to achieve management control over committed workers in the
pursuit of profit through the use of use of mass production (Huczynski and
Buchanan, 2007). The concern here is that managers will be tempted to use the
A major constraint with functional flexibility is the globalisation process which has
taken place among organizations. The increasing pressure or change in the world
of new technologies has brought about the demarcation of work. (Goudswaard and
Nanteuil, 2000). The banking sector is a good example of that. The introduction of
2.9.1 Summary
36
Carmeli (2003) introduced the concept that emotionally intelligent employees may
better handle work-life conflict. He also found that the integration of work family
balance.
Therefore, there is obviously no doubt that most writers believe that flexibility has
the increasing commitment by employees. Most public sectors are more likely to
use flexible working not just for legislative requirements alone, but as a
recruitment and retention tool (CIPD, 2004). This chapter also makes us
committed workers in the pursuit of profit through the use of use of mass
production (Huczynski and Buchanan, 2007). It will not be misleading to say that,
37
CHAPTER THREE
3.1 Introduction
This chapter will focus on the method used in achieving the objectives of the study.
It describes the design and technique used to collect data, the sample size and the
3.2 Methodology
38
A qualitative research method will be used to gather relevant data for this study, a
strategy that emphasizes words rather than quantification in the collection and
analysis of data” (Bryman and Bell 2007). There is generally no one best method:
everything is always contingent upon the research question, as well as the amount
of time, money, effort and of other resources the researcher is willing to devote.
Silverman (2005) points out, qualitative research seeks answers to questions that
stress how social experiences is created and interpreted. Johnson and Christensen
(2004) pointed out that one of the unique features of a qualitative research is that
the researcher views human behaviour as dynamic and changing, and advocates
obtained from purely quantitative data, since information obtained are more
seeks to understand social reality in its own terms as it really is and describes
richly how people interact in natural settings (Gubrium and Holstein, 1997).
problems or cases.
researcher is immersed in a social setting for some time to observe and listen with
a view to gaining an appreciation of the culture of a social group (Bryman and Bell,
(Sridhar, 2007) since the researcher is a participant observer which make the
39
research also an empirical research. The data collected will not just be facts based
on second and third party information, but also facts based on experience which
makes the data collected to be more realistic than just mere quantitative data.
Besides, it provides flexible ways of data collection, analysis of data closely to the
form in which they were transcribed, and interpretations of findings obtained from
the study.
Apart from being a qualitative research, this research also adopted a descriptive
happening, to seek insights and to ask questions that will assess a phenomenon in
However, after careful examination of all the available research design options, an
intrinsic case study was found to be the most appropriate for this particular
research, as it is a method used when the research aims to answer ‘how’ and ‘why’
boundaries between phenomenon and context are not clearly evident; and in
which multiple sources of evidence are used (Yin, 1984: 23). It is used when “the
investigator has little control over events and when the focus is on a contemporary
40
phenomenon” (Yin, 2003:1). Case studies also rely on multiple sources of evidence,
interviews something that allows the triangulation of the data (Adams, 2005).
According to Coleman and Briggs (2006) a case study is ‘an empirical enquiry
which is conducted within a localised boundary of space and into interesting aspect
context and within an ethic of respect for persons’ (Coleman and Briggs
2006,p.109).
issues and can extend experience or add strength to what is already known through
previous research (Soy, 2006). As pointed out by Bogdan and Biklen (2007), case
study vary in their complexity, however, they are easier to accomplish than their
multi subject studies. Therefore, this case study focuses on the Royal Bank of
Scotland’s contact centre. Some information about the company was also obtained
phenomenon is being investigated and it helps the researcher to put all optimum
time and resources into the study of a single case and therefore develop an in-
depth understanding (Johnson and Christensen, 2004). Yin (2003, p.8) also
indicates that ‘the case study’s unique strength is its ability to deal with a full
41
However, it is difficult to generalize from a single case study, hence, some critics of
the case study method believe that the study of a small number of cases can offer
no grounds for establishing reliability or generality of findings, while some feel that
the intense exposure to study of the case biases the findings (Soy, 2006). Case
study still remains the most appropriate strategy when trying to make sense of, or
The main sources used to collect data for this research is semi-structured
qualitative data which involves setting up a situation that allows a respondent the
time to talk about their opinions on a particular subject. The qualitative interview
Interviews are mainly carried out in order to draw out the views and opinions of
respondents and to know why they have these views. Hockey, et al, 2005) are of
structured interview, because it allows for the exploration of emergent themes and
42
ideas rather than relying on concepts and questions defined in advance of the
interview. Hitchcock and Hughes (1992) also point out that semi-structured
the researcher to probe and expand the interviewee’s responses better than what
Despite the fact that there was a set of fixed questions, for the interview, they just
views and unique experiences of each interviewee. This provided the opportunity
to probe more questions to the interviewees which enable a more realistic and
Crabtree, 2006) semi-structured interviews are best used when you won’t get more
than one chance to interview someone and when you will have to interview several
people at different times in order to collect data. Therefore, the researcher used
HR personnel and clerical staff members of the contact centre, this approach also
gained an insight on RBSG staff perception of flexibility and how its pains and
people who belong to the same community. For this study, the researcher is
dependent upon the answers given by the interviewees which make it slightly
difficult to generalize. The result from the study is more easily analysable, free
43
3.4.2 Participant Observation
data. This type of method helps the researcher to discover the meanings that
people of RBS attach to their actions. (Saunders et al, 2009) states that a
Secondary data is information gathered for purposes other than the completion of
a research project. Bogdan and Biklen (2007) stated that secondary data are used
other than the participant observation or interviewing. For this research, besides
the interviews, secondary data was collected from the organization’s intranet site.
department on the members of staff about their work-patterns and the nature of
their work, due to the recent shift change carried out in the whole of the contact
centre in Manchester.
Internal and external data sources were used to supplement the interviews carried
out. Documents such as performance review papers and 1-2-1 filled by the
research technique for making replicable and valid references from data to their
44
One of the major advantages of using secondary data, as revealed by Ghauri and
Gronhaug (2005) is that it can be completed rapidly in less time than would be
required for a primary data source (interview), and saves money. In addition,
Stewart and Kamins (1993) suggest that an advantage of secondary data is that it
already exist which makes it possess higher quality and guarantees ease of
evaluation.
Since secondary data is often aggregated by experts, such as the HR personnel for
administrative purposes, the researcher has found it to be accurate and reliable for
this study.
In research terms, a sample is a group of people, objects, or items that are taken
from a larger population for measurement, to generalise the findings from the
research as a whole (Bineham, 2006). The interviews conducted were within the
organization’s premises, in one of the many meeting rooms provided. There was a
random sampling technique used for the selection of participants around the
organization in order to get views from the main angles of the research.
Four different categories of interviewees were used for this research. Two line
managers and who are also team managers were interviewed to get the opinion on
the impact of flexibility on the management, seven clerical call centre staff , who
work full-time were interviewed, of which each both had similar shift patterns of
the eight different types of shift patterns available in the contact centre. The third
category was a HR personnel who was also interviewed, while the fourth category
The research questions raised from the overview of the literature led to the criteria
used to select participants for the interview. The researcher tried to find out the
positive and negative impact of flexibility on the management. This led to the first
group of interviewees which were made up of the line and team managers. The
researcher also wanted to find out the impact of flexibility on the employees which
instigated the selection of the second and third group consisting of some full time
Finding out where the bulk of the impact lies influenced the fourth category’s
interview questions. The fourth category which composed of the HR personnel was
in a better position to disclose who benefits more with flexibility between the
employees and employer. The researcher’s curiosity in knowing how much or how
deeply involved the organization is with flexible working led to the last category
consisting of the HR manager who has been with the organization for over fifteen
years, who was in a better position to tell on a neutral basis how well flexibility has
been implemented in the organization and how much impact it has made on the
organization as a whole.
conducting a research on it. Hence the researcher, being an active participant also
informed prior to the interview in order to get their consent, there was no formal
46
letter written to the HR manager and the line Managers. An email was sent to the
rest of the participants. Being a participant granted me easy access in order to get
According to Fletcher (1992) there are ethical questions that arise around five key
making. These key themes are what make it important to consider ethics before
In every research writing, it is always the intention of the researcher to obtain the
hence, this limited an extensive research to gather primary data by the researcher.
This was what made the researcher rely on secondary data to back-up the data
Time constraints: due to the limited time the researcher had, the researcher
could not conduct a more in-depth research as initially proposed. The researcher
wanted to also interview customers of RBS in order to get the customers views
47
about how they are being treated, and whether they get the ultimate satisfaction
they require.
value of any research depends on the accuracy of the data collected. Some of the
interviewees were a bit complacent in giving their answers, which made the
Legal and ethical constraints were also a major limitation in my research. The
Data Protection Act (1998) states that anyone who handles personal information
must comply with eight principles one of which states that personal information
should be fairly and lawfully processed and for limited use only. The researcher,
being an active employee of the company, made her awareness of the data
protection act she needs to comply with which limited the amount of information
In addition, the researcher had the intention of interviewing other high street
banks in order to compare performance to RBSG, but this was also prevented due
48
CHAPTER FOUR
4.1. Introduction
members of the RBSG, and the results from the Customer Relations department
survey which was carried out every year. The data collected through interview has
been transcribed for the purpose of analysis. Therefore, to explain how the results
from my research methods were attained, I will explain the role of the participants
from my research.
Participant 1: Is a female line manager that has worked for RBS for six and a half
years. She currently works on full time, shift pattern known as time-out which a
hours enable her to cover her total number of hours in fewer days.
Participant 2: a female part-time worker who has been working in RBSG for
three years. She has a 12 year old daughter who is just about to start secondary.
Participant 3: HR Manager who has worked for RBS for 19 years and has worked
49
Participant 4: a male line manager who has been with RBS for three years. Left
his previous place of employment because he was unhappy with way he was being
Participant 6: an administrative assistant who has worked for RBS for two years
and who has just returned from a prolonged illness. He is on the ‘phased return to
work’ shift.
University of Salford. He was initially employed on a full time contract but changed
Participant 8: A staff member who worked for RBS through an agency contract
for the past 5 months. She has just been offered a fix term contract to work for the
group.
Participants 10 and 11: are full-time staffs who work on a normal seven hour
50
4.3 RQ1: What is the impact of flexibility on the employee?
The research revealed that 62% of the participants admitted they had a good
balance between their work and home life. It is clear from what the interviewees
had to say, that the group puts the personal lives of its employees into
consideration.
“Ever since my 12 year old daughter started college, I had to change to part-
time. I am glad that I still have time for my daughter and I still do my job to
The research revealed that an organisation can gain a high level of competitive
From the research conducted, 75% of respondents confirmed that they were happy
in their roles within the organisation and would be likely to remain in the
“I am very satisfied with my role and I don’t intend to move jobs, I enjoy
coming to work. I was having a chat with my ex-classmate who works for
Vodafone and she told to me how she did not like her shift pattern and has
been requesting to change her shift for over 4 months but her request has not
been granted, which makes her unhappy to get up and go to work. After
hearing what I had to say about my shift pattern and how my company sees
it as a priority to allow flexible working, she said she was going to send an
51
application to RBS, because she cannot afford to remain where she is
unhappy”. (Participant 6)
Most of the participants had much to say about increasing competition between
RBS and other high street banks, especially the HR personnel who deal with
recruitment. Despite the current economic situation, they admitted to being very
busy with recruitment specifically in the contact centre department, and it was
traced down to the high level of flexible working arrangements and shift patterns
available within the organization. the survey carried out by the Customer Relations
department showed that the competitive pressure had been high in the previous
year but went down in 2008, but this is due to the difficult period the group is
going through.
The exact collective productivity could not be measured through the research
methods, however from the comments from respondents, it was gathered that
within the group. The managers who were interviewed had a positive opinion in
the level of performance of their team. One of the line mangers said:
“the last appraisal I conducted with Jane showed she had improved
her why she had detoriated in her performance and her absence level had
increased earlier in the year, she admitted to being stressed because she had
too many things to do at the same time. Besides working full time, she had
52
to go home so she could take care of her sister’s kids because the sister could
not afford to pay the minder for longer than 5:00pm”. (Participant 4)
Both of the line managers of the contact centre who were interviewed supported
the view that overall performance had increased drastically in the last six months,
but also admitted that performance still went down on some days among
“for the shift pattern, which is known as ‘time-out’, my guys work which is
long days more or less known as compressed hours, I tend to find that
noticeably”. (Participant 1)
level of calls that have been unanswered/rejected, which brings down the target of
“Performance has increased as employees feel they are now being listened
to, in terms of giving them the chance to choose their own shift pattern
53
rather than impose certain shifts on them, employees tend to perform more
when they are happy with the shift they have, this is good for the business”
(participant 3)
However, this research found that only about 25% of the employees claimed that
their shift pattern did not have much to do with their performance. A clerical staff
stated
“with my role, you get better sale calls from 5:00pm till 8:pm, I work only
10:00am to 6:00pm so it just means that I lose out on sales, but this has not
Of all the participants, there was the strongest impression that they were satisfied
with their work which increases morale and motivation. About 75% had positive
things to say about the way they are motivated because they love their job and
“I like my shift because shops are still open when I finish and I can still make
appointments till 7:00pm. I really wanted this shift because I’m not an early
(participant 10)
that they are motivated to come to work, as the flexibility of their shifts allows
I like my Wednesdays off because those are the days my doctor is available
Another revealed :
“the fact that I don’t have to get to work early and I finish work to get home
Line managers had a lot to say about their employees’ level of motivation and
“all staff unless they have a specific reason to do flexible shift most find it
beneficial as whilst they may work long hours or late shifts, it does allocate
them time off when they want it”. I find Flexible working useful as staff have
time for personal time when they aren’t in. driving lessons, hobbies,
The level of involvement of the employees on their work is very obvious that the
more positive attitude to work and also feel free to request for time off from
(Participant 3)
55
In addition to the findings on job satisfaction, part of the survey carried out by the
customer relations department revealed a direct comparism, that in 2008 the level
of job satisfaction and employee engagement had increased in general from 71% in
(75%)
Manager (85%) 79% Manager (79%) 52%
The table shows that the different levels of staff that took the survey where clerical
are made up of the admin and call centre staff. Their responses revealed that the
level of commitment and engagement had increased from 60% in 2007 to 62% in
2008. Those on the appointed type of role showed more commitment in 2008
compared to 2007. While for the managers, the engagement level had increased
from 79% in 2007 to 85% in 2008. The table also showed that the level of
engagement was determined by how satisfied they are with their work. Among the
mangers, 79% became more satisfied with their work in 2008 as compared to the
number of those that were satisfied in 2007. The clerical staff also showed they
became more satisfied with their job in 2008 than in 2007. However, the
appointed staff had a slight decline to 67% in 2008 from 68% in 2007, but the
decline is not enough to have a massive impact on the group as there is still room
for improvement.
complete ”. Given the opportunity, I tell others great things about working
here”. (Participant 5)
Only about 15% of the respondents, specifically the atypical, workers showed less
commitment in their work because they feel the sense of insecurity since they are
not permanent staff. 10% of those in this category still give in their best because
4.3.5 Up-skilling
About 55% of the interviewees admitted they are always happy to perform other
“Yes, performing other roles makes the job more interesting”. Doing work
outside my contracted role brings about flexibility of the job and it expands
Responses that showed that staffs were not in support of functional flexibility
(participant 11)
57
Those who belonged to this category don’t believe in moving up, they feel very
comfortable with what they do that they don’t have the drive opt for promotions
their employment with RBS. When asked to say what their plans for the future
were with RBS, their responses revealed their loyalty and commitment to the
organisation:
“Yes, definitely because I’m happy with my role and my hours of work,
though it took me two years to achieve this”. It would take a lot for me to
leave this group because I hardly ever think of leaving”. As revealed by the
HR manger “from the perspective of the business, the division compares with
The Human Resources survey also found that employment security level had not
dropped. It was 58% in 2007 and 58% in 2008, which means employment security
has remained stagnant between 2007 and 2008. This also means that the level of
absenteeism and turnover has not reduced in the previous year which is still
considered as healthy for the business. In every business, it is better for production
The line mangers were also able to reveal that their team members have not been
decisions. So I know a good deal about the life they live outside work, they let
me know when they need time off to do other things that are important
instead of lying that they are ill just to get off work” (participant 3)
The research revealed that absenteeism was never an issue in RBS. Though some
employees tend to be absent for one reason or the other, however, it is never an
they were actively seeking alternative employment outside the organisation due to
Another minority of respondents who fall under the leavers group were employees
The performance level had increased among most of the employees which has
generally improved production in the group. The HR manager could reveal that:
“Production has been high as more employees on the flex team have the
opportunity to learn other skills in other areas of the business and also,
59
make choices from shift that best suits them. Production will be high also as
more employees perceive flex working as less stress and a sense of control of
In one line manger’s opinion: “flexible working is good for both staff and business.
it gives staff a work-life balance, and gives the business the flexibility to man busy
periods and requires fewer staff to work which saves cost on replacing staff if there
60% of respondents believe that production had increased since flexibility was
2003, but the current pattern of shift has been ongoing for two years.”
(Participant 1)
“It's important to understand that that not all areas of d business practice
working came into play retail banking are now operating sat banking”.
(Participant 3)
Generally speaking, the impact on productivity has escalated massively in all areas
of the business. However, there is often that initial resistance to change in every
aspect of life even if it is for the betterment of the current situation. About 40% of
60
participants still believe that there were still some challenges with the
implementation of flexibility:
“getting the original buy-in from staff, I find that there is always a
resistance to change and staff were comfortable on the hours they had no
matter what the new shift would be, they weren’t keen on doing it”.
(Participant 4)
The HR manager also revealed what difficulties they faced with the
“Low pay for people working less hours, hence the employee may not be too
happy with the pay. Some employees may feel lonely and isolated and de
Some of clerical staff also doing both full-time and part-time employees expressed
“it’s hard to get a day off if needed as there is not a lot of staff doing
similar/opposite pattern”
“Shift patterns in RBS do not really put the staff in consideration because
there are limited specific patterns which you have to fit your life around
4.5 RQ3 who benefits more between the employees and the
management?
61
From the research, 55% agreed that flexibility that existed in the organization
benefits both. From their responses, those who believed that both sides benefit
beneficial to a part time student as he/she will have time to balance school
life and work life. This in turn is still good for the business as the student
may only have to work for less hours which means the business will pay less
and also the employee can be asked to come in at evenings/ weekends, this is
still beneficial to the business as more advisers are needed in the evening
(Participant 3)
The other group are those who believe that flexibility exist in the organization
“I think both benefits both at the same time, because the law even requires
employers to give employees time off work to do other things. For instance,
About 23% are of the opinion that flexible working benefits the business more:
“this organization only allows you time-off work when it is less busy and
they don’t always grant your request when you really want it which makes
62
“They employ agency workers just to use them during busy periods; they
will sometimes not even offer them a permanent employment when they feel
“To be honest, I really think flexible working benefits the employees more
because they can have time off when they want it, which will make them
happy with their employers and they can maintain a good work-life
balance”. (Participant 2)
Table 4.2 below shows the responses of the interviewees to who they thing
benefits more.
Furthermore to the survey, table 4.3 and figure 4.1 shows the result from the
survey carried out by the department of Customer Relations which reveals a trend
from 2002 before it was introduced to 2009 where flexible what the outcome is so
far.
64
FIG 4.1: RBS CUSTOMER RELATIONS SURVEY
CHAPTER FIVE
65
DISCUSSION AND ANALYSIS OF THE FINDINGS
5.1 Introduction
my research questions and what they mean. Relating and comparing to the views
of other authors identified in the literature review and what they have said about
similarities and differences between the results of my findings and that of other
writers.
The chapter will address the research questions posed in the introduction which
were:
outside their normal job description. Cappelli and Rogovsky (1994) state that an
organization that is functionally flexible creates the opportunity to widen skills and
research, about 55% were happy to do any work that was allocated to them as long
Out of the employees who participated in this research, about 70% of respondents
were found to be very satisfied with their work, most especially the part-time staff
and female employees who had children of toddler age and under. RBS’s stance on
employees are self –motivated to come to work and are very pleased to do what is
expected of them.
This analysis was found to reflect McFadden’s argument, McFadden (2009) which
states that being able to work flexibly means happiness, and happy staff mean loyal
In addition to the research, the survey carried out by the customer relations
department found that job satisfaction and engagement had gone up from 57% in
2002 shortly before it was introduced, and went up to 61% in 2003 which was the
year flexibility was implemented. The current satisfaction level is 73% which
means there has been a massive increase in the employee engagement among RBS
Though, about 23% of the interviewees admitted that the compressed and long
hours (two days in two days out) was a bit stressful. Though they liked the off days,
but still complained about the long hours they spend at work on the days they are
in. While 7% had almost nothing positive to say about how satisfied they were with
their shift pattern, role and job as a whole. These were expecting more from the
Work life balance is defined by Health Education Board for Scotland (HEBS)
(2002) as working practices that acknowledge and aim to support the needs of staff
in achieving a balance between their homes and working lives”. About 66%
67
received a favourable response to having a balance between their home life and
work-life. These were made up of 40% of part- time employees and 26% of full-
time employees who work compressed hours revealed that their work-life balance
can’t be compared to any other form of reward the business can give.
Supporting the view of Clutterbuck (2003) that work-life balance as being aware of
different demands of time and energy, the analysis of the research shows that the
respondents are aware of their work-life balance which reduces the stress they
have to handle at work and home. It is also very obvious that RBS is aware of the
department survey divulged that, work life balance in the group had increased
from 58% in 2002, this was prior to the implementation, and then it increased to
64% in 2003 and continued to increase over the years. However, there was a slight
decline to 61% in 2007; this was also due to the difficult period the economy was
facing which affected the group, which also knocked off the morale of employees.
The group worked on its weak areas that were what led to the rise to 68% in 2008.
By and large, this supports the view of Taylor (2008), that when an organization is
Since the majority of participants admitted to having a work-life balance, it will not
be far from the truth to say that due to its nature of production, this makes it stand
out from its competitors. Hence, the respondents could have a good impression
about the company’s reputation. This supports the view of (Collins, 2001) that
practices that recognize both value and the needs of employees enable companies
to grow in terms of profit and to sustain that growth for a long period of time.
68
Out of the participants who sounded satisfied with their job, 60% could admit they
had improved on their performance over the year due to the level of satisfaction
they gained between having their job done and still being able to manage issues
outside work. Within this category, 55% responded that they were very satisfied
with their shift pattern, while 5% were indifferent to their shift pattern and would
not mind a further change. This response supports Burud and Tumolo’s (2004)
efficient and more profitable in the short run, and better poised for long-term
success. The participants supported this view too because about 45% from those
who seemed satisfied could pass a judgement that the future for RBS is bright and
that’s why the group can stand firm even during times of economic recession.
The Customer Relations’ survey also revealed performance level and development
had gone from 51% in 2002 and kept on escalating in the subsequent years, up
Greenberg (1990) predicts that employees are more likely to have positive attitudes
organization than those who are not. To support this argument, the research
revealed that about 78% of participants have no intention of leaving the group
except for purposes of relocation or retirement. This shows that the turnover rate
is quite low in the group which is very healthy for the business.
69
The CR survey also showed that employment security was about 56% in 2002. The
implementation did not have an immediate impact on the staff, which is obvious
from the results. Employment security rose to 59% in 2006 then dropped in 2007
to 58% and still remained 58% in 2008. This means that despite the economic
recession, the employees still feel safe with their job and this means lower
turnover.
elsewhere, about 35% still admitted that they had no occasion of absence due to
sickness in the last year and 13% had two occasions while 30% had only one
occasion. This supports the view of Sanchez et al (2007) which states that an
resources, one of which is low level of absence. It is not far from the truth that with
low absence level, performance level of employees increases which tends to affect
To support the view of Burud and Tumolo, (2004) that having a flexible working
pattern reduces health care cost which is the largest element of labour cost. The
participants who had nil sickness absences already shows the costs increasing
service levels by the group had not reached an unmanageable rate and as admitted
Efficiency dropped among staff from 63% in 2002 to 59% in 2003. When flexibility
was introduced, there was a level of complacency so efficiency among staff fell
70
which affected productivity. By the year 2005, the staffs were able to adjust to the
5.4 RQ3 Does the weight of the impact lie on the management or
employees?
With flexibility, it is often difficult to tell who benefits more between the employees
conscious effort an organization makes to meet both the employers and employees
needs and incidental flexibility; where the organization has to accept legal
requirements. This analysis found that about 55% believed that RBS recognises the
needs of individuals and puts them into consideration. Out of this 55%, about 20%
believe the group allows flexible working because the law has urged organizations
to extend the right to work flexibly. Hence, mutual flexibility and incidental
employee, because flexible working allows employees to gain more control over
their work-life balance and can act as an important tool in the organization’s
department revealed that 71% (made up of both employees and employers) have a
71
The research revealed that about 45% of the respondents’ difficulties that they
faced with the implementation of the flexible working pattern. When flexible
change which was an issue that needed to be dealt with. This supports Taylor’s
(2008) view that the issue with flexibility is that organizations tend to create a
commitment.
In every aspect of life, changes are introduced to bring about improvement, but
because the people are already familiar with the old culture, they tend to
As seen in the customer relations survey results workload and work-life balance
down again, this happened because the employees felt used as the work pressure
had increased and they felt pressurised to meet targets. The employment security
also became an issue as the employees were already used to the old technique and
some employees were comfortable with the normal 9-5 shift. However, they
realised the importance of the change and were able to adapt to it.
72
CHAPTER SIX
Conclusion
The main aim of this research is to find out the impact of flexibility on an
organization as a whole. The rhetorical dispute over who benefits more with
flexibility between the employee and employer. The research also aims at clearing
the doubts of those with the impression that the banking industry is known to have
long and inflexible hours which affects the work-life balance of employees and
balance is an important issue in the banking industry. Long and inflexible hours
73
are considered to be a predictor of conflict among banking employees, in terms of
This research found the reverse to be the case. In the past, banks are seen as
individual and solo branches with no integration (Lawrence et al, 1989). We are in
the new age and technology plays a major part in every part of the business. Unlike
doing transactions for them. This allows for the existence of flexibility in banks
today.
(Sanchez, 2007). Therefore, the best way for organizations to stand firm in the
The research found that the Royal Bank of Scotland has a job-share scheme and
family friendly policies that has proven very effective and workable for a number of
ease, allowing them to still have quality time available with their family. The group
also offers career breaks to those who need time off to undertake other personal
The group’s main focus which is to achieve customer satisfaction, provides the best
means to ensure satisfaction for its employees, in order for them to be involved
74
Besides the group’s working policies, the legal requirements of the working time
regulations and the extended right to request flexible working has also led to the
groups implementation of flexibility and some certain shift pattern to ensure more
One important issue discovered in the research were the difficulties and challenges
the group faces with the implementation of flexibility. Firstly, at the initial stage of
the implementation, the employees feel that resistance to change because they see
it as a threat and a temporary fad because they feel employers and mangers are
incompetent (Heath, 2008). Some employees also thought that flexibility and
job security. The reason for this thought is that flexible working allows some
employees to take their job for granted especially the atypical workers, as they have
the impression they do not have a permanent role. This turns about to be a threat
Recommendation
because there is more gain than pain in flexibility. Though, CIPD (2009) stated
that employers may incur a cost in adopting these flexible working policies, the
gains of achieving its aim will definitely outweigh the cost. Measures taken to
prevent turnover are bound to improve the business. Ahmed (2009) also suggested
that turnover is costly in terms of time and effort required to recruit, select, and
train new personnel, however to avoid turnover, organizations may develop some
75
Conclusively, it is clear that the benefits of the flexibility not only lie on the
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APPENDIX
AND
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MANAGEMENT REPORT
EXECUTIVE SUMMARY
The aim of this study is to examine the impact of the flexibility on the banking
industry, laying emphasis on the Royal Bank of Scotland Group. It also explores
the extent to which it has been adopted and how it has impacted on the
flexibility on both the employees and employer, and addresses the question “who
benefits more from flexibility between the employees and employer?” Each theme
is examined with the aid of research questions and appropriate research methods.
(quantitative) and secondary data which was helpful for the research, considering
In the research, 11 employees were interviewed to get their views about flexibility
in the organization and how it has affected performance in general. The study
found flexible working was in introduced in the group in 2003, and 16 new shift
patterns were added late 2008, but some divisions of the group, like the insurance
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don’t have the flexible working pattern yet. It was found that some employees were
happy with their shift pattern while others were not satisfied with their work-life
balance. However, there is an equal level of benefit among the members of RBS
overall. The study answered the rhetoric question of “who benefits more between
A survey was also carried out by the Customer relations department in early 2009,
for administrative purposes. This was found very useful for the research and
and the future expectations for the group. Though there were some challenges that
the group in general faced since the implementation of flexible working and the
introduction of other new patterns in RBS. In addition to the challenges, there was
a massive loss in the bank around late 2008 and early 2009, and job losses of
It was concluded from the research that the Royal Bank of Scotland is a flexible
organization and puts its employees’ work-life balance into consideration which
has helped with the production in the organization giving its reputation a boost.
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Appendix 1
LETTER TO PARTICIPANTS
Dear,
FLEXIBILITY
The focus is on the staff of the Royal Bank of Scotland, to get their opinions on
flexibility and how their work-life balance has affected their performance. The
main purpose of the research is academic, and I will be interviewing about 12
candidates on individually, and each interview will last about 20 minutes. I will be
very delighted if you can accept my invitation.
You can respond by sending me an email, to let me know what time you will be
available.
Appendix 2
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(2) What type of flexible working pattern (shift) does your team have?
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(5) How many employees are in your team?
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(6) How would you describe the level of involvement/engagement of your team
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(7) What is the relationship between you and the team members? (Cooperative,
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(9) How would you describe the impact of flexible working pattern on the
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(10) How many requests to shift change have been declined in the past two
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(11) Do you agree that flexible working pattern is an important form of motivation
an organization can be given to employees?
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(12) What are the challenges/difficulties (if there are any) in the implementation
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……………Thank you very much for answering the questions
Appendix 3
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(4) With the nature of shift, do you still have time to attend to these other
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(5) Apart from your contracted responsibilities, do you feel happy to perform
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(7) How would you describe your performance in general under flexible working
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(8) What are the challenges/obstacles under flexible working pattern in RBS?
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(9) What do you think can be done to improve performance of all employees?
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(1) What is your perception about flexible working pattern in an organisation in
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(5) What was the nature of work like before flexible working pattern was
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(6) Are the employees involved in the implementation of flexible working pattern
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(8) How would you describe the performance of employees as a result of the
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(9) Do you think the flexible working pattern in RBSG benefits the employees
more or the management?(give your reason)
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(10) How would you describe the level of productivity as a result of the
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Thank you very much for answering the questions
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Appendix 5
TERMS OF REFERENCE
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