BACKGROUND Celebrating over 200 years of history, Friends Life was looking to build on its core UK business, based on 2.5 million customers, by continuing the successful expansion of its international business. As part of its strategy, Friends Life had identified Germany as a market with plenty of opportunity. The challenge was to take their award-winning UK propositions and service and deliver them with sufficient “twist” to be successful in the German market. Developing a strategic vision is one thing but delivering it is quite another. The German market had opened up considerably under the EU’s Financial Services Action Plan, but plenty of pitfalls still lay in wait for the unwary. Friends life understood the importance of a clear Operating Model to navigate by, but needed s

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