The Organisation

I am a customer services manager for the leading provider of out sourced solutions within the UK, Capita.
Capita currently employs close to 30000 people in the UK and is expanding its business in India with the transfer on 1 April 2008 of close to 1000 staff from Prudential's Indian operation, Prudential Process Management Services.
Capita is a very diverse and fragmented organisation having interests in businesses ranging from TV Licencing, HR administration, Congestion Charging and Financial Services.
Capita is a faceless entity in that whilst Capita as an organisation touches the lives of millions of people in the UK everyday, almost all of those people will have no idea that they have just interacted with Capita, for example in the work that I do, our customers will believe that they are talking to an employee of Prudential and not an employee of Capita.
My concern with Capita is the fragmentation of the business in that every area operates as it's own entity and there is no joined up thinking between the different business units. This is is something that I will go into a lot more detail on when I deliver my pod cast on my proposed innovation.